Manager, Clients Services and Project Management

**Job Type**:
Employee

**Duration in Months** **(for fixed-term jobs):
N/A

**Job Family**:
Student and Campus Support

**# of Open Positions**:
1

**Faculty/Service - Department**:
Student Affairs, Client Relations, Housing, Client Services

**Campus**:
Main Campus

**Union Affiliation**:
N/A

**Date Posted**:
August 29, 2024

**Closing Date**:
September 08, 2024
**Note**: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

**Hours per week**:
35

**Salary Grade**:
Non-Union Grade NM1

**Salary Range**:
$98,138.00 - $121,799.00

About Student Affairs:
There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

**Position purpose**:
Provide operational leadership in the planning, development, organization, monitoring, quantitative data collection and delivery of services and programs in a 24/7 customer service center model and share this expertise with the university community. create partnerships, promote programs internally and externally to enhance visibility, student experience and performance, to maximize revenues and the University’s reputation.
Develop a work environment focused on diversity, inclusion, continuous information exchange, outstanding bilingual customer service, and innovation in work methods through the introduction of technology and business intelligence initiatives, to better service the general population and more specifically the students, faculty, administrative and visiting clientele.
Provide guidance and advice to senior management to align the strategic direction with operational business processes and requirements.

**In this role, your responsibilities will include**:

- Elaborate operational orientation and establishes goals, determine approaches, methods, and processes related to the operations of a 24-7 front-line service center to enhance student and customer experience..
- Plan and oversee project elaboration and delivery, including scoping solutions and technical and operational feasibility. Negotiate and proactively build internal and external relationships and ensure cross-functional collaboration to achieve success.
- Provide expert advice on the development and vision of the University’s business intelligence opportunities, including industry trends and best practices, work methods and techniques, program expansion, project coordination and implementation of new technologies. Responsible for the delivery of activities through all milestones of project life cycle. Ensure outputs are delivered as per established objectives, schedules, budgets and to the required quality control.
- Analyze complex business problems and needs and formulate data-driven solutions and recommendations that drive business value, and business decisions. Manage risks and minimize losses through monitoring, controlling, audits and verifications in accordance with compliance requirements, policies, procedures, and regulations.
- Manage and control the human, financial, technological, and physical resources of a 24/7 front-line service centric delivery model consisting of unionized and non-unionized staff and maintain operations at an optimal level of service.
- Deliver major impact projects and promote, sell and communicate the purpose of the service by developing and implementing communication strategies in collaboration with the Student Affairs marketing and communications and summer sales teams.
- Develop and implement contingency plans for residents and guests for short-term housing and emergency re-allocations

**What you will bring**:

- Post-secondary degree in business management, project management or another combination of relevant education and experience.
- At least 5 years of related experience in the management of an administrative office with the primary goal of leading, managing and developing programs to provide outstanding customer service.
- Relevant experience in managing large-scale projects with IT components, development and implementation of marketing plans and customer service in a large-scale operation.
- Ability to design and write reports, communication tools, rules and procedures

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**:Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
**Initiative**:Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
**Client Service Orientation**:Help or serve others to meet their needs. This implies anticipating and identifying the needs of i