Manager, Service Excellence

**What You’ll Be Doing**
- Providing leadership in the areas of service delivery excellence, knowledge management, process and workflow mapping, scheduling, continuous improvement, relationship management, reporting, and compliance;
- Managing the units human and financial resources including: recruitment, providing leadership, inspiration and motivation, providing orientation, training and development opportunities, determining performance standards, providing ongoing coaching and mentoring, and handling a broad range of employee relations matters including grievances; developing and reviewing unit budget including costing activities, monitoring variances, approving expenditures and managing funds;
- Leading the strategic planning, development, and implementation of service excellence, ‘customer’/student services and initiatives including service evaluation, improvement and quality assurance with alignment to the strategic direction of Student Affairs, OTR & Sheridan;
- Representing Student Affairs as a whole and developing a deep understanding of what Student Affairs work is, the purpose of the work, and how our supports impact the student experience throughout the student lifecycle;
- Working with Student Affairs leadership to: support business planning, ensure a critical understanding of the first year experience and student development is embedded across all service areas, develop a coordinated student support model, and deliver a stepped care approach to service;
- Providing leadership or guidance/consultation on the delivery of institutional strategic initiatives that have broad impact across the organization and on the student experience (i.e. Service Excellence);
- Educating and providing valuable insight to senior leadership and stakeholders on emerging trends and anticipated future needs of students to influence strategic decision-making;
- Developing and managing partnerships with internal stakeholders related to information management & process documentation;
- Participating in other related projects and initiatives, as required.

**About You**

You have a commitment to advancing equity, diversity and inclusivity; recognize and value the diverse and intersectional identities of our community and promote a sense of belonging.

You are a **self-directed** natural **leader** with a highly **collaborative** spirit which, combined with your keen **interpersonal **and **conflict-resolution** skills, empowers you to build positive and collaborative relationships, lead, develop and motivate staff, create and maintain a positive organizational culture.

You exercise sound **judgment, diplomacy, discretion**, and **sensitivity** to confidentiality and privacy and are able to handle stressful situations, make decisions, negotiate and handle all levels of conflict in a time sensitive environment.

You have proven leadership skills in areas including strategic planning, service integration, operational management, financial acumen, facilitation skills, modeling agility and embracing creativity and innovation.

You have the ability to drive and manage change and implement progressive, improvement initiatives related to supporting evolving information, practices, platforms/systems, and expectations.

You are highly student-centred and service oriented.
- Master’s degree in Business, Project Management, Education other related discipline
- 5 years of student service or customer service operational management experience in post-secondary educational environment (Equivalency to be considered).
- Experience hiring, training and managing a large, multi-unit team in a unionized environment
- Experience providing digital content related to student service delivery
- Project Management Professional (PMP) will be considered an asset

**Who We Are**
- For more information, visit: Why Work at Sheridan

**Other Details**

**Department**: Student Affairs
**Primary Work/Campus Location**: Davis (may be assigned activities at any Sheridan campus)
**Work Categorization**: Hybrid | On-site at least 3 days/week
**Reference #**: J1224-0162
**Employee Group**: Administrative
**Payband**: NM
**Salary Range**: $99,544 - $124,429
**Application Deadline**: December 13, 2024

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.
- You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable._