Manager Donor Services

2 weeks ago

Richmond Hill, Canada Hope and Healing International Full time

**Manager Donor Services**

Join us as we go to the world’s poorest places - so the most vulnerable are not left behind.

**About Hope and Healing International**:
We are a Christian organization, working to bring hope and healing for children with disabilities in the world’s poorest communities.

**About this Role**:
Employment status: Salaried, Full-Time (35 hours per week)

**Salary**: TBD + Benefits & RRSP

Location: 1600 16th Ave - Unit 1, Richmond Hill, Ontario

The Donor Services Manager is responsible for leading, organizing, training, and managing the Donor Services team to ensure complete donor fulfillment and maintenance of the donor data base system through quality control measures. The Donor Services Manager will be responsible for all planning and overseeing of the daily operations for the Donor Services department including the efficient co-ordination of all mailroom processes.

**This position has four main areas of responsibility**:
**1.** **Planning** - evaluating the current needs of the organization and department, identifying goals and objectives to be achieved, and formulating course of action to attain these goals and objectives.

**2.** **Organizing **- organizing and coordinating departmental resources, including staff, financial resources and other, to implement the course of actions which was determined during the planning process.

**3.** **Guiding **- influence and oversee the performance of the staff in achieving the organization goals, as well as assisting them in accomplishing their own personal goals. The influence can be gained through motivation, communication, department dynamics and department leadership.

**4.** **Managing** - establishing standards based on department’s goals, comparing actual performance against these standards, and collaborating with staff to meet these goals.

**More specifically, the Manager will**:

- Plan the resources and the workflow of the DS department to support organizational strategy, including the development of the annual plan and the annual budget for the DS Department
- Make recommendations and develop strategies on how to improve the department processes and procedures
- Create, revise, and update transaction or communication letters on database software
- Work closely with Decision Support Services (DSS) to ensure quality testing of the donor data base system and processes and testing of the digital web donation pages
- Manage the processes of the Hope and Healing pledge programs
- Consult with and work closely with the Marketing team, ensuring all Marketing strategies and donor appeals are consistent and achievable in supporting donor fulfilment
- Identify problems and provide alternative courses of action
- Monitor systematic running of address updates, duplicates on database and outside source address corrections to ensure database accuracy
- Managing the donor services team including recruitment, training, performance management and mentoring
- Establish and lead department meetings - setting agenda, identifying key issues, goals, objectives, and assigning tasks as necessary
- Sets the tone and establishes benchmarks for customer service levels
- Create policy and practice guidelines to communicate these standards
- Develop and implement systems to monitor and evaluate these standards
- Communicates with donors, agencies, and other stakeholders regarding payments and pledges
- Create and maintain procedures for use by the donor services department to ensure the accurate use of the donor data base system.
- Co-ordinate the year-end tax receipting process with the DSS and Marketing teams
- Oversee the quality and accuracy of the donor data base system and ensure the privacy and protection of our donor’s personal information
- Oversee the inventory management of stationery and products, ensuring all material is available, neat, and organized in the warehouse and mail room
- Manage the efficient co-ordination of all mailroom processes, ensuring accurate donor fulfillment
- Performs special analysis, reports, and other tasks as assigned
- Post-secondary degree/diploma or the equivalent combination of education and work experience
- 5 years of experience in Donor Services or related business activities within the non-profit sector
- 3 years of management experience
- Donor database/donor services
- Fundraising goals and best practice
- Results Orientated/Accountability - follows tasks through to completion and takes ownership of the final outcomes
- Excellent liaison, customer service and interpersonal skills supported by excellent oral communication skills
- Effective coordination skills with excellent attention to detail
- Flexibility to deal with complex workloads
- Ability to adhere to confidentiality when working with personal information
- Ability to organize work, set priorities, meet deadlines and work under the pressure of time restraints
- Strong work ethic - leads by example - encourages and motivates
- Ability to un

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