Customer Support Manager

4 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Accounting, Level E

Job Title

Customer Support Manager

Department

Financial Operations Leadership | Financial Operations | VP Finance and Operations

Compensation Range

$7,933.42 - $12,395.83 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 Date

February 24, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

JOB SUMMARY

The University of British Columbia is a global centre for research and teaching, consistently ranked among the 40 best universities of the world. With an annual budget of more than $2 billion, the University's financial systems and processes are highly complex and require strategic leadership to ensure operational efficiency and alignment with UBC's mission.

The Customer Support Manager is responsible for managing and ongoing evaluation of key financial operations processes as well as identifying and leading transformational improvement opportunities in the Customer Support department. The Manager partners with central and distributed Finance and Operations teams to ensure that processes align with, and are performing, to achieve the University’s financial and administrative objectives.

The Customer Support Manager is familiar and conversant with financial operations, financial risks and fraud risks, enterprise systems, and industry practices. This role supports finance teams across UBC by coordinating key processes to successful completion, identifying business and functional requirements, identifying and solutioning gaps, and implementing process improvements. The position is responsible for setting and ensuring compliance of the policies and procedures governing the University’s credit card programs, VISA payables automation payment methods and the management of the Supplier Specialist Team and International Payments Desk team. This Manager possesses strong leadership, communications and project management skills, with proven record of delivering results in close collaboration with all parties involved (UBC stakeholders, Financial Operations, Project Sponsors, technical resources, and others).

ORGANIZATIONAL STATUS

Reports to the Senior Director, Finance Services & Strategic Procurement. This role provides supervisory and leadership responsibility to their team and also liaises with Management in the Finance and Operations portfolios as well as senior staff outside of the department.

WORK PERFORMED

Financial Operations

1. Leads the teams responsible for providing functional support of UBC’s Credit Card Program, Supplier Set Up (including International Payments), Tier 2 Finance Support(from ISC Tier 1) and Finance Process Training. Provides team leadership through training, resource planning, and effective identification and resolution of issues, Sets priorities, and provides guidance, feedback, coaching, training, performance management, evaluation and career development

2. Leadership of UBC’s credit card program, which provides a vital service to faculty and staff in procuring goods and services used in operations, instruction and research.

Leads the process to facilitate timely cardholder credit card transaction reconciliation for effective risk mitigation, transaction visibility, approvals and fraud monitoring, and accuracy in financial reporting (high value/ high risk)

Leads the analysis of UBC’s credit card transactions to monitor for fraud risks (including the continuous improvement of the Visa Internal Compliance Auditor)

Leads cross UBC collaboration sessions to facilitate effective and efficient processes and successful outcomes (risk mitigation, potential fraud identification, escalations)

Develops and continuously improves the process and procedures for Credit Card usage and reconciliation (Credit Card Handbook)

Manages response to internal audit concerns related to the Credit Card programs to strengthen financial controls and mitigate fraud risk

Leadership of the VISA payables automation program. Develops an annual plan to continuously add new Suppliers to the program, onboard new Suppliers, manage the supplier payments through VPA, and increase efficiency of the program. Makes strategic recommendations to improve program growth, collaborating with Procurement.

Recommends, develops, and leads initiatives to capitalizes on opportunities for revenue growth within the university

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