Manager, Service Delivery

Girl Guides of Canada-Guides du Canada (GGC), a national membership-based organization, empowers every girl in Guiding to discover herself and be everything she wants to be. Our mission is to be a catalyst for girls empowering girls. Together, we’re building our vision of A better world, by girls.

GGC is actively searching for a Manager, Service Delivery.

*Hybrid/remote work arrangement

The Manager, Service Delivery manages and leads two of GGC’s service delivery functions - the Customer Care Centre and Membership Screening - to provide exceptional customer service for members, potential members, families, and the public. This role is instrumental in establishing best practices and setting up the necessary infrastructure for effective service delivery, with the focus of improving customer satisfaction.

The Manager, Service Delivery will:

- Manage a team of customer care representatives in locations across the country and oversee the Membership Screening function, led by a Team Lead, ensuring each step in the membership screening process is being designed and delivered to provide a great onboarding experience for new members and non-member volunteers
- Create a culture of customer first service delivery by developing standard operating procedures, documenting best practices, and providing ongoing training/coaching across the organization
- Identify and implement a key performance indicators (KPI)/metric framework for measuring service delivery at GGC
- Create the systems, protocols, processes, and strategy ensuring excellent customer service, efficient queue management, appropriate trend tracking, escalation, and reporting
- Build strong partnerships with other departments to identify priorities necessary to support the current and planned activities for service delivery support; including, maintaining accurate knowledge bases and how best to support different business units in their customer service needs
- Identify and articulate what resources (people, technology, tools, etc.) are required to meet stated objectives, including recommendations for systems improvements
- Keep a pulse on inquiries and proactively recognize issues and trends and identify opportunities for improvement to processes, scripting, and best practices
- Build and maintain strong relationships with senior volunteers, communicating with them regularly and ensuring they are included in issues related to their role
- Manage the production and distribution of status reports and monthly metrics to key stakeholders
- Collaborate with other teams on processes, process updates and cross-GGC initiatives
- Represent Service Delivery as required at departmental and inter departmental meetings or on projects to ensure service delivery interests are understood

Staff Support
- Provide day to day team management and leadership to the team, ensuring team is adhering to agreed best practices, meeting objectives, and delivering excellent customer service
- Provide strong dynamic leadership that mentors, develops and guides team members
- Identify and coordinate ongoing team training and development requirements, including delivery of training
- Maintain up-to-date knowledge of projects, initiatives and processes GGC-wide that affect the Customer Care Centre Team and provides relevant updates to direct reports
- Proven experience managing a customer care centre
- Enthusiasm about providing exceptional customer service and creating a culture of customer focused service delivery
- Experience in designing and implementing strong processes and systems
- A high degree of resourcefulness and responsibility to quickly familiarize yourself with new tasks
- Initiative to deal with situations and issues proactively and persistently
- A focus on achieving high quality results consistent with GGC’s standards
- Experience in people leadership and coaching
- Comfort with ambiguity and working in a fluid, fast-paced environment
- Excellent verbal and written communication skills combined with strong interpersonal skills, relationship building skills, resourcefulness, critical thinking, and attention to detail
- An aptitude to work in a nurturing environment, with an emphasis on supporting the needs of the girls participating in the programs

Assets:

- Knowledge of/experience with Guiding
- French language skills/fluency (and any other language spoken in Canada)

Starting Salary: $79,404

*Salary based on location, Greater Toronto Area

This position will remain open until filled. Interviews will be conducted on a rolling basis.

**Job Types**: Full-time, Permanent

**Salary**: From $79,404.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Toronto, ON