Operations Manager, Onboarding and Retention

7 months 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

  • Customer Onboarding Manager

    5 months ago

    Waterloo, Canada eSentire Full time

    About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. About The Customer...

  • Project Manager

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Project Manager (Service Delivery/ Onboarding)**: - Req id: 39399- Waterloo, ON, CA Mississauga, ON, CA Richmond Hill, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner...

  • Project Manager

    6 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Project Manager (Service Delivery/ Onboarding)**: - Req id: 40377- Waterloo, ON, CA Richmond Hill, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly...

  • Client Onboarding Specialist

    3 weeks ago

    Waterloo, Canada Upside Robotics Inc. Full time

    At **Upside Robotics Inc.**, we're revolutionizing the future of robotics and artificial intelligence. As a leading provider of cutting-edge software solutions for robotics, we enable industries to unlock new possibilities through intelligent automation. We're looking for passionate, driven individuals to join our growing team and help us transform the way...

  • HR Onboarding Coordinator

    2 months ago

    Waterloo, Canada Magnet Forensics Full time

    **Who We Are; What We Do; Where We’re Going** Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies,...

  • Coordinator, Operations and Events

    5 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: Reporting to the Administrative Officer, a dynamic and organized Administrative Coordinator will support the administrative processes required for organizing and maintaining the operations for the Department of Kinesiology and Health Sciences (KHS) and the Centre for Community, Clinical and Applied Research Excellence (CCCare). This will include...

  • Office and HR Manager

    6 months ago

    Waterloo, Canada Domus Inc. Full time

    **Who are we?** The Domus Group of Companies is an industry leader providing innovative real estate investment and management solutions. For over 17 years, the Domus team has specialized in multi-residential property management, student housing, development, condo management and asset stabilization. We are a love-to-have-fun team that craves growth. We...

  • Office & HR Manager

    5 months ago

    Waterloo, Canada Domus Student Housing Inc Full time

    **Who Are we?**: The Domus Group of Companies is an industry leader providing innovative real estate investment and management solutions. For 17 years, the Domus team has specialized in student housing and multi-residential property management, development, condo management and asset stabilization. We are a love-to-have-fun team that craves growth. We focus...

  • Administrative Officer

    7 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: The Administrative Officer is responsible for the effective management of all aspects of the Department of Recreation and Leisure Studies (RLS) within the framework of the University, Faculty and Department policies. The Administrative Officer reports directly to the Chair and is a resource to the Chair and the Associate Chairs, providing...

  • Restaurant Operations Manager

    2 weeks ago

    Waterloo, Ontario, Canada Church's Texas Chicken Full time

    Restaurant Operations ManagerWe are seeking an experienced Restaurant Operations Manager to oversee the daily operations of our restaurant. The successful candidate will be responsible for managing staff, implementing marketing plans, and ensuring exceptional customer service.Key Responsibilities:Manage and supervise restaurant staff, ensuring efficient...

  • Route Manager

    6 months ago

    Waterloo, Canada WM Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. **Job Summary** This role is responsible for Onboarding, Developing, Coaching, Mentoring, and Performance Management...

  • Theatre Operations Manager

    3 weeks ago

    Waterloo, Ontario, Canada Cineplex Full time

    Job Summary:Cineplex is seeking an experienced Theatre Operations Manager to join our team. As a key member of our management team, you will be responsible for ensuring exceptional guest experiences in our theatres.Key Responsibilities:Schedule and coordinate theatre staff to ensure efficient operations.Monitor and maintain theatre cleanliness, safety, and...

  • Route Manager

    3 months ago

    Waterloo, Canada WM Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without...

  • Human Resources Business Partner

    6 months ago

    Waterloo, Canada The Erb Group of Companies Full time

    **Job title**:Human Resources Business Partner (HRBP) **Job Location**:Baden **Position Type**:Onsite **Shift Hours**: Monday to Friday; 8:00am -4:30pm **We Bring Food to Your Family’s Table** The Erb Group of Companies is one of North America’s largest privately-owned refrigerated transportation providers. The Erb Group specializes on the timely,...

  • Restaurant Operations Manager

    4 weeks ago

    Waterloo, Ontario, Canada Yunshang Rice Noodle Waterloo Full time

    Restaurant Operations ManagerAt Yunshang Rice Noodle Waterloo, we are seeking a skilled Restaurant Operations Manager to oversee the daily operations of our restaurant. The ideal candidate will have a strong background in food service management and be able to implement operational procedures to ensure a high level of customer satisfaction.Key...

  • Restaurant Operations Manager

    1 month ago

    Waterloo, Ontario, Canada beBee Professionals Full time $35,000 - $45,000

    We are seeking a Restaurant Operations Manager to oversee daily restaurant operations at beBee Professionals in Waterloo, Canada. In this role, you will ensure excellent service and a welcoming atmosphere for our guests.Key Responsibilities:Supervise restaurant staff to maintain high levels of customer service.Assist in training and onboarding new employees...

  • Restaurant Operations Manager

    1 week ago

    Waterloo, Ontario, Canada Eleven Foods Incorporated Full time

    About Eleven Foods IncorporatedWe are a leading food services company seeking an experienced Restaurant Operations Manager to lead our team in delivering exceptional customer experiences.Compensation PackageThe estimated annual salary for this role is approximately $62,000 CAD, commensurate with experience and location.Job DescriptionDevelop and implement...

  • Store Operations Manager

    4 weeks ago

    Waterloo, Ontario, Canada Savers Full time

    About the Role:We are seeking a highly motivated and experienced Store Operations Manager to join our team at Savers. As a Store Operations Manager, you will be responsible for overseeing the day-to-day operations of our store, ensuring that our customers receive an exceptional shopping experience.Key Responsibilities:Manage store operations, including...

  • Strategic Operations Manager

    3 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    OverviewThe Centre for Education in Mathematics & Computing (CEMC) at the University of Waterloo is a premier organization for promoting and creating activities and materials in mathematics and computer science. As the key administrator of the Centre, you will be responsible for representing, managing, and strategically guiding the administrative operations...

  • Restaurant Operations Manager

    2 weeks ago

    Waterloo, Ontario, Canada Guac Mexi Grill Full time

    Pizzahut seeks a seasoned Restaurant Operations Manager to oversee daily operations and drive growth in our food service environment.About the RoleThis key position plays a crucial role in maintaining high standards of quality, ensuring excellent customer experiences, and driving sales. We're looking for a dynamic leader who can motivate and guide our team...