Client Relations

7 days ago

Vancouver, British Columbia, Canada UBC Hiring Solutions Full time
Client Relations & Staff Engagement Manager (a.k.a. Account Manager)

UBC Hiring Solutions|Human Resources|UBC

Job Description Summary


The main function of the position is to reinforce the efficient and effective customer service delivery model by serving the needs of the greater UBC community especially regarding difficult-to-fill and/or unique service requests while also considering the financial implications to UBC Hiring Solutions.

The Customer Relations and Staff Engagement Manager will need to assess the needs of client departments in conjunction with the overall best interest of the University.

Responsible for the overall service delivery of the department pertaining to client requests for temporary staffing (matching, coordinating and scheduling on-going assignments for approximately 130 unionized, M&P and non-union Tech employees); however, the Customer Relations and Staff Engagement Manager will be required to assess and strategize the placements of employees in diverse university environments and locations as well as varying business climates.


Organizational Status
Reports to the Unit Head of UBC Hiring Solutions. Supervises approximately 130 ongoing employees (CUPE, Non-union Techs, M&P). Interacts and liaises with departments, external agencies and Human Resources sections.

Work Performed

  • Works with clientdepartments to assess the employee s quality of work to ensure that both Hiring Solutions staff and external agency employees meet the university s employment standards and benchmarks.
  • Conducts performance and attendance management meetings and escalates performancerelated issues to direct supervisor.
  • Manages UBC Hiring Solutions recall process (as per article and Department requests for extensions (per article Provides reports to Union as required.
  • Resolves operational and employment issues with client departments and Hiring Solutions employees.
  • Determines and executes the removal and replacement of backup agency employees when positions are required for UBC staff.
  • Confirms job classifications using CUPE benchmarks, and determines salaries with Departments when necessary. Liaises with HR Total Compensation section on classifications that are unique or new.
  • Monitors temporary requests, determines the need for and initiates temporary staffing changes (new hires or temporary promotions/demotions of existing temporary staff).
  • Coordinates and facilitates orientation program for new UBC Hiring Solutions employees.
  • Interprets collective agreements (CUPE 2950 & CUPE 116) and UBC policies as they relate to Human Resources and UBC Hiring Solutions employees, including placement, recall, promotion, transfer and discipline.
  • Responsible for client and employee engagement programs.
  • Updates, maintains and reviews UBC Hiring Solutions operational database system as required.
  • Conducts needs assessment for employee training. Participates in design and coordinates training programs and workshops as required for employees (i.e. skills development programs through UBC Hiring Solutions Testing & Training Centre and MOST Program).
  • Participates in marketing UBC Hiring Solutions services to University community, including designing brochures, flyers and web pages, telephone marketing and personal client calls.
  • Performs other related duties as required.

Consequence of Error/Judgement

  • Ineffective placements may result in customer dissatisfaction and risk to unit s ongoing financial viability.
  • Ineffective employee performance management may result in grievances being levied against the university and subsequent costly arbitrations resulting in potential financial penalties and loss of revenue and client base.

Supervision Received
Reports to the Unit Head, UBC Hiring Solutions. Consults with supervisor on new or unusual problems.

Supervision Given
Supervises approximately 130 ongoing hourly-paid employees.

Preferred Qualifications
Undergraduate degree in a relevant discipline.
Minimum of three years experience or the equivalent combination of education and experience.
Excellent communication and organizational skills required. Ability to multi-task and prioritize in busy, high-stress environment. Advanced computer experience - MS Office, including Access, HRMS. Demonstrated knowledge of human resources principles and functions. Demonstrated skills in problem-solving. In-depth knowledge of University structure, and policies and procedures as they relate to Human Resources. Experience in union environments and large complex organizations preferred.
Demonstrated ability to build, manage and maintain high-quality and productive relationships across cultural difference
Demonstrated ability to effectively communicate and interact with empathy, understanding and, respect of diverse and divergent perspectives and behaviours
Works in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment for all s

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