Bilingual Advisor, Research Administration

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Reporting to the Manager, Client Service and Support, the Advisor is the central point of contact for Research Administrators at our partner academic institutions.

**KEY RESPONSIBILITIES**

**Client Management**
- Provide excellent customer service and addressing customer issues in a timely and efficient manner.
- Understand the client/stakeholder journey and support academic institution administrators to adhere to Mitacs policies and program guidelines; help to onboard new academic administrators.
- Help team members manage and/or resolve client service and support escalations with the appropriate support functions.
- Develop and leverage strong relationships within other departments to accelerate resolution of client escalations and drive process improvements for the team. This will include collaborating effectively with all internal teams (Academic Partnerships, Business Development, Legal, Technology, Programs, Finance, Grant Management, more).
- Mentor and coach new Client Service and Support Specialists.
- Interact with our partner postsecondary institutions through CARA, both online and at events
- Understand academic institution processes at Office of Research Services (ORS) or equivalent to advise on internal workflows.
- In close collaboration with Business Development and Academic Partnerships colleagues, communicate with ORS administrators any changes to program or award administration guidelines.
- Provide insightful feedback and recommendations to improve external messaging or workflows.

**Process Development and Maintenance**
- Work closely with the Manager, Client Service and Support and other internal stakeholders to develop efficient workflows.
- Work with the Client Success and Academic Partnerships teams to develop new case management and knowledge base tools for the Client Service and Support function.
- Help develop and maintain SLAs and internal workflows for optimal client service through each client/stakeholder journey phase.
- Identify opportunities and provide viable alternatives and solutions for service and support improvements and program and policy enhancements wherever possible.
- Develop client experience insights through metrics, direct client interaction, survey-based data and internal feedback from other departments.
- Proactively identify bottlenecks and troubleshoot problems.
- Other duties as required.

**REQUIRED SKILLS AND EXPERIENCE**
- Fully bilingual (English and French) is required. Knowledge of written and spoken English is required in this role as you will interact with colleagues, clients and stakeholders located across Canada
- Post-secondary education in a business-related field and 8+ years of relevant experience
- Experience in a research administration role at a Canadian post-secondary institution is a strong asset
- Outstanding written and verbal communication skills
- Excellent presentation skills and professional behaviour
- Strong interpersonal, problem solving, and conflict resolution skills
- Stakeholder management: experience creating engagement plans and maintaining strong relationships with internal and external stakeholders
- Strong organizational and time management skills; experience project managing initiatives
- Ability to think strategically and recommend appropriate initiatives and solutions
- Experience working with a CRM and case management system
- Advanced working knowledge of Microsoft Word, Excel, and Outlook
- Must be results-oriented and able to work independently and collaboratively across teams
- Knowledge of written and spoken English is required in this role as you will interact with colleagues, clients and stakeholders located across Canada

Hiring Range: $78,640 - $93,385

**Hiring and Salary Range Transparency**

Typically, employees are hired, transferred, or promoted within the salary range, specifically between the minimum and midpoint in the hiring range.

The salary range refers to the range of base salaries for a given position, encompassing the minimum and maximum amounts. The midpoint of the range is positioned approximately halfway between the minimum and maximum, indicating a fully qualified employee with comprehensive job knowledge and experience for the role.**Conseiller ou conseillère, Administration de la recherche (équipe Service et soutien à la clientèle)**

Service Prestation des services (Gestion des subventions)

**DESCRIPTION DU POSTE**

Relevant du ou de la gestionnaire, Service et soutien à la clientèle, le conseiller ou la conseillère est le point de contact pour les administrateurs et les administratrices de la recherche de nos établissements d’enseignement partenaires.

**PRINCIPALES RESPONSABILITÉS**

**Gestion de la clientèle**
- Fournir un excellent service à la clientèle et traiter les problèmes de la clientèle avec célérité et efficacité.
- Comprendre le parcours de la clientèle et celui des parties prenantes et aider les administrateurs et les administratrices des établissements d’enseig