Assistant Client Care Manager

4 weeks ago

Ottawa, Canada Larga Baffin Full time

**Position Overview**

**_ The Assistant Manager, under the direction of the Client Care Manager, will primarily be responsible for supporting the Client Care Manager with daily administrative and employee staffing tasks. The Assistant Manager works closely with Client Care Manager to develop operating budgets, recruit new staff members, provide excellent customer service, and resolve customer complaints when necessary. The Assistant Manager will lead and oversee the overall success of the Client Care team. You will work to ensure strategies, initiatives and specific individual goals are executed/delivered in support of the Client Care Teams’ objectives._**

**Key Responsibilities**:

- Passionate about leading and driving a client focused culture throughout your team to deepen client relationships
- Coach your team to success both on an individual basis as well as for Larga Baffin
- Results driven and highly engaged when dealing with clients and staff.
- Assisting the Manager in creating and regularly monitoring the operational budget
- Coaching, mentoring and motivating team members to help deliver exceptional customer service
- Acting as a liaison and partner between customers and the leadership teams
- Staying up to date with detailed knowledge on new and existing protocols and practices for Client Care
- Working with the leadership team to develop strategies and programs
- Able to handle various leadership tasks such as setting clear performance objectives and conducting performance reviews
- Create staff schedules and resolve employee conflicts
- Support the Manager with internal and external communications
- Able to manage relationships with clients on behalf of management
- Ensure all appropriate workplace regulations and legislation regarding health and safety, accommodation standards, and company policies and procedures are adhered to at all times
- Ensure the effectiveness of employees through strategic hiring, assignment of duties, discipline, and dismissal
- Ensure that all employees comply with company policies, procedures, and ethical standards
- Provide employee training, ensuring that all applicable compliance requirements are met
- Ensure the highest standards of personal hygiene and dress is enforced amongst all employees
- Ensure all guests are greeted and welcomed in a friendly manner and their questions are answered as required
- Attend to customer complaints in a professional manner when they are escalated to the management level

**Minimum Job Requirements**:

- Degree or an advanced degree in hospitality or a field related to the industry
- 2 to 3 years’ experience in a leadership position in which they are confident in leading and motivating a team
- Strong formal and informal leadership skills
- Sound analytical thinking, planning, prioritization, and execution skills
- Experience with coaching and employee development
- Demonstrated time management skills
- Ability to identify measures of performance and actions needed to improve or correct performance
- Quick thinking skills to use the best judgement in a fast-paced environment
- Independence to work alone without extensive direction
- Teamwork skills to collaborate and lead the client care team
- Strong interpersonal skills to create relationships with both clients and the team
- Strong written and verbal communication skills
- Ability to maneuver around the client care service area and keep these areas organized
- Naturally motivated and driven to achieve goals
- Ability to delegate, set expectations, and monitor progress of all direct reports
- Ability to remain calm and poised in urgent situations
- Beneficiary Status with the ability to speak Inuktitut preferred

**Work Conditions**:

- Flexible hours, including nights, weekends, and holidays
- Interaction with employees, management, and the public at large
- Operation of desktop computer and peripherals

**_

**_

**_
Priority will be given to qualified Nunavut Beneficiaries. Larga Baffin does not provide housing and is not responsible for relocation costs._**

**_ Larga Baffin requires all employees to be fully vaccinated against COVID 19 proof of vaccine is a mandatory condition of hire_

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