Operations Manager, Onboarding and Retention

3 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Co-op Operations Manager
- Onboarding & Retention ensure operational activities and processes within Co-operative Education maximize success of students and employers in the hiring process, and that the employment process is carried out in an efficient, cost effective and service focused manner. The manager focuses on the strategic approach of onboarding new employers, continuous improvement, calendar execution and supporting the rank/match process. They lead the strategic development of training materials for process onboarding.

This role has a high impact on Co-op employer/student relations and graduating, alumni and other job boards. Escalated issues presented to the Manager must be dealt with promptly and effectively. These actions may affect the success of employers and students and have an overall effect on student success and employer retention. In collaboration with the Director, Co-op Services, provides a leadership role in the Co-op department in defining a service focused environment, defining, and ensuring staff adherence to team metrics, and enhancing the overall quality of service to all stakeholders.

The Operations team works closely with the Service team. These two teams are co-dependent on each other to ensure the success of the end-to-end employment process for employers and students. There are several handoffs throughout the term and each team must ensure all aspects of the process are carried out completely to maximize efficiency of the process and service provided.

**Responsibilities**:
Service Excellence
- Leads the creation and execution of service standards for the Operations team
- Fosters a culture of exceptional customer service and ensures staff handle interactions professionally, effectively, empathetically, and in accordance with the University’s values regarding diversity, accessibility, and inclusion
- Leads the development and delivery of the evolving services and associated standards
- Defines team metrics for the process onboarding of new employers and employer contacts

Service Delivery
- Manages a team of full time permanent, part time permanent and contract staff to maximize success of the employer hiring experience
- Develops staffing model to coordinate workloads among all staff during peak and non-peak periods to enable cost-effective delivery of services
- The Core Employment System (WaterlooWorks) continues to evolve with the introduction of new co-op initiatives every year. Trains staff in Operations to ensure that they are abreast of the latest system changes
- Maintains integrity, efficiency, and effectiveness of the core employment processes for all users, ensure tight deadlines are met. Advocate for stakeholders as processes change to ensure the process changes do not degrade service provided to co-op students and employers
- Leads development of employer resources to support their hiring process
- Coaches team on delivery of employer training to groups of employers to maximize impact
- Interprets policies and guidelines to establish efficient and effective procedures
- Manages how changes are implemented to ensure staff are trained and equipped to provide a positive experience for employers that complements hiring strategies to increase job fit and job match success
- Manages strong relationships between Co-op Services, other CEE units, and campus partners who are key stakeholders in our operations. Must maintain strong relationships with the CEE Business Services team as they implement system and process changes. Identify system issues related to team activities and report them to the CEE Business Services team for resolution
- Leads cross-functional working groups and initiatives related to streamlining processes, continuous improvement and enhancing services for stakeholders

Knowledge Expertise
- Oversees execution of end-to-end core employment process related to employer job posting and hiring. Directs supports provided by the Account Co-ordinators and ensures coordination between the service teams. Identifies process issues as they arise and escalates to appropriate team
- Manages team to execute employer onboarding for new employers
- Acts as escalation point for employers regarding higher-level decision-making and challenges
- Thorough understanding of the Arrange Own Job (AOJ) process
- Develops strategies and training for team members to overcome objections to our process and service approach
- Runs the Rank/Match process

Lead and manage direct reports and ensure the delivery of results in support of CEE mission, vision and guiding principles including:

- Directly manages several staff members in the execution of the Core Employment Process
- Leads all hiring, developing, and retaining the best qualified staff available from inside or outside Co-operative Education
- Sets goals and expectations and helping employees create clear paths to success
- Develops effective work team dynamics
- Ensures appropriate documentation, back up

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