Bilingual Manager of Client Services
2 months ago
**Posting 23-10**
**Bilingual Manager of Client Services**
**Client Services, Membership Services Department**
- Permanent position, Category 4A - Hiring Range: $131,969 to $152,989_
The Bilingual Manager of Client Services is responsible for developing, establishing, reviewing and maintaining quality service offered through a variety of channels to members, applicants, stakeholders and the public. The Manager sets the unit’s direction and aligns the unit’s work with the College's strategic priorities. The Manager also works with cross-organizational teams to design and implement new processes and integrate new technological tools, policies and procedures. This position reports to the Director of Membership Services.
French language proficiency testing will be administered as part of the recruitment process for this position.
**Responsibilities**:
- Establish unit objectives, key performance indicators (both quality and quantity) and an implementation plan for achieving the goals within an established timeline
- Determine unit priorities, assign and monitor the work of staff ensuring professionalism, accuracy, timely completion and an equitable distribution of work in effectively accomplishing the provision of services and service information to members, prospective members and the general public
- Establish and maintain efficient and effective unit procedures, train and orient new staff, communicate performance standards and regularly measure and evaluate staff performance, including timely performance appraisals and succession planning
- Foster a culture of community, collaboration and continuous improvement within the unit and similarly contribute to the leadership team and the department
- Manage unit budget and adjudicate staff requests for financial support with professional development
- Foster trust and respect and maintain positive relationships internally and externally
- Collaborate with Membership Records and Evaluation Services to address delays in certification and/or processing requests
- Prepare regular management reports and data for the department director and senior leadership
- Participate in workgroups to implement changes brought about by changes to regulations, policies and procedures
- Co-ordinate Client Services activities with other units within the department and across the College
- Co-ordinate communications with applicants through information sessions
- Investigate and resolve issues regarding specific inquiries, referring to the director those that deviate radically from established College policy
- Participate in department planning, program and priority setting
- Remain current in developments in technology and in the advancements in Contact Centre tools and practices
- Maintain information on unit policies and procedures and provide instruction and training for staff related to provision of client services
- Perform support duties for other units of the College when possible
- Communicate with the department director, and/or leadership team, with respect to any significant observations or information such as changes in service needs and trends in service volumes
- Interpret and communicate Council, administration and human resources policies to unit staff, and
- Perform other duties as assigned by the department director.
**Qualifications**
- Minimum 5 years of management experience in a fast paced, contact centre environment
- Experience in a governmental, educational or regulatory environment
- Exceptional leadership and written communication skills and stakeholders
- A bachelor's or master's degree
- Excellent oral and written communication skills in English and French
- Proven track record in developing and motivating staff performing rules-based tasks and facilitation of staff training and learning experiences
- Solid facilitation and presentation skills
- Ability to handle multiple projects under time and resource pressures
- Strong knowledge of budget processes
- Knowledge of the latest advances in contact centre practices
- Experience with preparing briefs and return on investment documents
- Understands and effectively articulates the role of protecting the public interest and the role of inspiring public confidence in the profession of teaching
- Understands, appreciates and promotes the aspects of diversity that exist in the College environment, the teaching profession and Ontario
- Excellent interpersonal skills and ability to collaborate and contribute to leadership team and departmental teamwork
The Ontario College of Teachers offers competitive salaries, comprehensive benefits and a modern, progressive work environment.
The College supports a flexible work environment, if your role permits, to afford everyone the best of both worlds - a mix of remote and in-office workdays. Schedules will be determined in partnership between individuals, managers, and respective teams.
The College has a mandatory COVID-19 vaccination policy that requires all sta
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