Assistant Manager, Desk Services and Operations

Overview:
co-op and casual student-staff, as well as overseeing an on-call system that supports both the timely resolution of escalated issues and sustainable practice for team members. The Assistant Manager contributes to the department’s continuous improvement efforts by defining and enhancing a servicefocused Front Desks program that aligns with Campus Housing’s values.

The Assistant Manager, Desk Services and Operations is part of an interdependent and collaborative team committed to integrating the student voice and connecting research and evaluation to our practice in order to continuously build on our understanding of our students' wants and needs and on our knowledge of how living environments contribute to student success. Our curricular approach facilitates the design and delivery of experiences and services so that students achieve priority developmental and educational outcomes.

**Term: 2 Years**

**Responsibilities**:
Front Desk Service Delivery (Day-to-Day Operations)
- Responsible for ensuring each residence front desk is staffed and operational every day.
- Provide guidance and direction to Co-ordinators, Desk Services and Operations in responding to day-to-day activities, issues, and inquiries at the desks.
- Lead the development and scheduling of the Desk Services Management Teams on-call system.
- Manage print and electronic communications to students, staff and stakeholders regarding services offered.
- Oversee an expense budget and P-Card to ensure Front Desks are always stocked with the appropriate supplies and equipment.
- Lead the day-to-day coordination with Residence Facilities Coordinators, Occupancy and Data
- Coordinators, and Residence Life Coordinators for relevant cross-functional business processes.
- Lead the day-to-day coordination with campus stakeholders (i.e. Central Stores, WatCard, Print & Retail Solutions) for integrated cross-departmental business processes (i.e. mail and package delivery).
- Initiate the regular review of information management programs (i.e. Mercury, WatCard, eSports) and databases to ensure accuracy and up to date policies, processes, and contacts.

Service Excellence
- Create and execute services standards for the Front Desks program.
- Foster a culture of exceptional customer service and ensure staff handle interactions professionally, effectively, empathetically, and in accordance with the Department’s values and the University’s principles of inclusivity.
- Play a leading role in the development and delivery of the evolving services and standards and ensures they are operationalized effectively.
- Oversee service level at all front desks, by collecting feedback and generating reports, to continuously improve the customer experience and service delivery at the desks.
- Determine, initiate, and review termly student staff training and onboarding core competencies.
- Ensure that Desk Services end of term and start of term processes are developed and executed with a priority of ensuring a clear and smooth experience for students.
- Lead the Desk Services team reporting of key targets and metrics to the department on a daily and termly basis.

Staff Recruitment and Management
- Hire and supervise Co-ordinators, and Co-op students and facilitate weekly meetings to review issues, provides opportunities for personal and professional development, providing day-to-day guidance to problem-solve issues within assigned portfolio.
- Measure and evaluate performance of direct reports, delivering evaluations to staff through both formal Performance Appraisal and informal methods such as regular feedback/coaching.
- Oversee and coach team on staff performance issues and progressive disciplinary procedures in alignment with University policies.
- Ensure the team adheres to legislative policies and procedures (i.e. University of Waterloo,
- Employment Standards Act, etc.) relating to scheduling of staff in the incumbent's area (i.e. overtime, statutory holidays, vacation, etc.).
- Manage any escalations from the team to support inquiries, issues or resolutions and inform Manager and Assistant Director as required.
- Lead the development of standards and protocols for student-staff including Team Leaders, Trainers, Co-op students and FDAs to ensure that onboarding and ongoing training of student-staff is successful.
- Directs the Desk Services team to ensure that department policies, values and processes are adhered to.
- Lead the consultation efforts within Desk Services to identify areas for individual/team improvement.
- Uses feedback to create and execute a development plan.

Strategic Initiatives and Stakeholder Relations
- Oversee the creation and delivery of strategies that help educate and promote the services and functions of the Front Desks (I.e. FDA for a Day, Open Houses)
- Lead the team in delivering termly assessment strategies of casual staff (student-staff) work experiences and satisfaction to identify and develop recommendations and im