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Cross-functional Product Sustainment and Support
3 months ago
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Administration, Level D
Job Title
Cross-Functional Product Sustainment and Support Manager
Department
Product Leadership | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations
Compensation Range
$7, $11,372.33 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position.
The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.
In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End DateMay 12, 2023
Note:
Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Job Summary
The University of British Columbia ("UBC") is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university.
UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc.
and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan:Shaping UBC's Next Century.
The Integrated Service Centre ("ISC") maintains, continuously improves, and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future).
The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.
The Cross-Functional and Product Sustainment and Support Manager will manage the Functional Analysts in the area of Finance Cross-Functional and HR Payroll/Timekeeping and the team of Functional Support Analysts, and be responsible for the customer service and Tier 2 support provided by the Product Team.
The incumbent will provide operational and strategic guidance and management of customer service, support ticket resolution, training and continuous improvement activities for the Product Sustainment and Support Team.
The role will lead the direction of the service and the development, growth and utilization of Customer Support best practices, define improvements assuring the quality of business deliverables and that projects and programs are delivered in a timely manner, provide active leadership across the ISC department and project teams, and effective collaboration/engagement across human resources and finance teams and the wider community.
This is a key operational role responsible for driving a customer service culture, leading the Product Sustainment and Support Team and related projects, supporting change management and analysis of emerging trends so that the ISC is able to meet or exceed agreed upon customer service standards.
Through close interaction with end-users and exceptional customer service, this position has the ability to have a significant impact on departments by effecting changes operations/processes/procedures.
Organizational Status
The Payroll, Cross-Functional and Product Sustainment and Support Manager reports to the Senior Product Manager and is responsible for leading the Functional Analysts in the area of Finance Cross-Functional and HR Payroll/Timekeeping and Product Maintenance and Support Team of Support Analysts.
A key responsibility is to ensure excellent and responsive customer service is provided to Human Resources, Finance and the UBC Community.
The role will liaise with other managers within the ISC Service Centre, Human Resources, Finance and Payroll to ensure client needs are met and communication is aligned.
The Payroll, Cross-Functional and Product Sustainment and Support Manager is expected to build strong working relationships with faculty, administrative units and other key stakeholders across the University community.
Work PerformedAreas of Responsibility
- Develops, mentors, and provides leadership, including all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.)
- Leads the team performance conversation process with team of functional analyst and support analyst team members.
- Provides career planning advice to team; creates development plans to help team members achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
- Acts as the functional Payroll and Cro
