Co-op Operations Manager

Overview:
The Co-op Operations Managers ensure that operational activities and processes within Co-operative Education maximize success of students and employers in the hiring process, and that the employment process is carried out in an efficient, cost effective and service focused manner. Managers focus on continuous improvement, calendar execution and supporting the rank/match process.

This role has high impact on Co-op employer/student relations and graduating, alumni and other job boards. Escalated issues presented to the Manager must be dealt with promptly and effectively. These actions may affect the success of employers and students and have an overall effect on student success and employer retention. In collaboration with the Director, Co-op Services, provides a leadership role in the Co-op department in defining a service focused environment and enhancing the overall quality of service to all stakeholders.

The Operations team works closely with the Service team. These two teams are co-dependent on each other to ensure the success of the end to end employment process for employers and students. There are several hand offs throughout the term and each team must ensure all aspects of the process are carried out completely in order to maximize efficiency of the process and service provided.

**Responsibilities**:
Service Excellence
- Leads the creation and execution of service standards for the Operations team
- Fosters a culture of exceptional customer service and ensures staff handle interactions professionally, effectively, empathetically, and in accordance with the University’s values in regard to diversity, accessibility and inclusion
- Leads the development and delivery of the evolving services and associated standards

Service Delivery
- Manages a team of full time permanent, part time permanent and contract staff to maximize success of the employer hiring experience
- Develops staffing model to coordinate workloads among all staff during peak and non-peak periods to enable cost-effective delivery of services
- The Core Employment System (WaterlooWorks) continues to evolve with the introduction of new co-op initiatives every year. Trains staff in Operations to ensure that they are abreast of the latest system changes
- Maintains integrity, efficiency and effectiveness of the core employment processes for all users, ensure tight deadlines are met. Advocate for stakeholders as processes change to ensure the process changes do not degrade service provided to co-op students and employers
- Interprets policies and guidelines to establish efficient and effective procedures
- Manages how changes are implemented to ensure staff are trained and equipped to provide a positive experience for employers that complements hiring strategies to increase job fit and job match success
- Manages strong relationships between Co-op Services, other CEE units, and campus partners who are key stakeholders in our operations. In particular, must maintain strong relationships with the CEE Business Services team as they implement system and process changes. Identify system issues related to team activities and report them to the CEE Business Services team for resolution
- Leads cross-functional working groups related to streamlining processes, continuous improvement and enhancing services for stakeholders

Knowledge Expertise
- Oversees execution of end to end core employment process related to employer job posting and hiring, oversees Hiring Process Support functions provided by the Account Co-ordinators and ensures coordination between the service teams. Identifies process issues as they arise and escalates to appropriate team
- Manages the room bookings process. This includes strategic planning to ensure enough interview space for employers each interview day. Managing very high volumes of requests, accounting for regular cancellations, and a higher demand for, than supply of, rooms. This aspect of the core employment process can affect employer relationships and retention
- Manages team to execute employer onboarding for new employer contacts
- Acts as escalation point for employers regarding higher-level decision-making and challenges
- Runs the Rank/Match process

Lead and manage direct reports and ensure the delivery of results in support of CEE mission, vision and guiding principles including:

- Directly manages several staff members in the execution of the Core Employment Process
- Leads all hiring, developing and retaining the best qualified staff available from inside or outside Co-operative Education
- Sets goals and expectations and helping employees create clear paths to success
- Develops effective work team dynamics
- Ensures appropriate documentation, back up, support and cross training to manage capacity
- Manages performance through both formal (performance appraisal) and informal methods such as regular feedback, coaching and one-to-ones
- Implements Account Co-ordinator Career Path to ensure staff