Continuous Improvement Specialist- Hybrid

2 weeks ago

Hamilton, Canada McMaster University Full time

Housing and Conference Services (HCS) directly supports the University’s Mission & Vision of Impact, Ambition and Transformation through Excellence, Inclusion and Community: Advancing Human and Societal Health and Well-being. We currently provide a distinctive living and learning experience for 3900 students focused on key educational priorities including self-discovery and learning; sustainability and wellness and inclusive excellence.

HCS concurrently drives a positive McMaster experience for guests, alumni, staff, faculty and students by providing accommodation and event coordination, which meet the highest standards of service excellence. HCS is a proud and significant ancillary contributor to the financial health of the University, and the core academic and research mission of McMaster.

HCS is currently in a time of significant expansion as capacity is expanding by 54% over the next 5 years, moving from 3900 to 6000 bed spaces across 15 buildings. This expansion will diversify the housing operation dramatically, from a traditional focus on the housing needs of first year undergraduate students, to the introduction of graduate, and family housing, in addition to a constantly diversifying internal and external client base.

The annual budget for HCS is currently (pre-expansion) approximately $31 million and we employ 100+ full-time and 250 part-time staff. HCS reports directly to the divisions of Student Affairs, as well as Operations & Finance.

The Continuous Improvement Specialist is a key member of the HCS team reporting to the Senior Manager - Projects & Performance. The CI Specialist oversees the continuous improvement initiatives and cross-functional project work within Housing & Conference Services, a large ancillary operation with over 100 Full-Time staff members operating across 13 residence buildings on campus. The CI Specialist is responsible for leading and managing multiple concurrent projects across multiple departmental units, meeting objectives related to increasing value and quality, while decreasing waste. The CI Specialist is involved with the strategic planning of Housing & Conference Services. The project decisions and execution of these projects directly impact the department budget, staffing structures and policies & procedures.
The CI Specialist will ensure that a full and robust Lean framework and process are applied to ensure the success of all projects. This includes initiating projects independently and leading multiple teams inside and outside the HCS team members to improve the value provided to both students and clients. The CI Specialist is responsible for developing a deep understanding of the departmental and unit needs and annual cycles to effectively assess the impacts of their decision-making on a system-wide level.

**Accountabilities**:

- Develop and manage all aspects of continuous improvement projects from planning, external consultations, communications, resources, budget, risks and issues.
- Develop executive level communication regarding all aspects of the project. Develop and maintain project plans, prepare project status reports and keep management, and other project stakeholders informed of the status.
- Develop and manage project budget, timelines and milestones for presentation to senior management and project stakeholders within the department and across the divisions of Student Affairs and Administration.
- Conduct in-depth stakeholder interviews to determine scope, priority and constraints of business needs.
- Responsible for electing which project(s) to implement based on the HCS strategic vision. Forecast the ongoing budget requirements to the operational costs and staffing requirements.
- Ensure proper setting of priorities, problem resolution and incorporation of changing events and conditions into the project.
- Plan, coordinate, and schedule meetings for focus groups, internal and external stakeholders and implementation teams.
- Investigate, evaluate, and recommend improvements that are required to business practices and processes.
- Evaluate sensitive and confidential departmental business data to analyze, measure, and improve processes design and solutions.
- Coach and mentor junior staff in order to ensure a highly motivated and competent team.
- Act as team lead responsible for planning, coordinating, and scheduling work assignments to ensure the completion of assigned projects.
- Remain current with relevant project methodologies.
- Promote the use of the Lean framework, identifying enhancements and process improvements based on lessons learned.
- Provide feedback to direct managers on work completed by project team members and identify areas for staff development for managers to include in performance reviews and objectives where applicable.
- Continuously review systems, processes, and information and provide recommendations to others.
- Prepare and review a variety of project documentation, training materials and related documents.

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