Non-Academic Position Postings

Posting Summary
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Posting Number: CPM-10586
Position Title: Manager, Client Support Services
Department: Registrarial Services
Affiliation: CPM
Salary Grade: E
Hiring Salary Range: $67,168 - $75,564
Maximum of Salary Range: $92,356
Duration: Contract Full-Time
Hours: 8:30 am to 4:30 pm, Rotating Wednesday shifts: 11:00 a.m. - 7:00 p.m.
Position Start Date: July 31, 2017   Position End Date: April 30, 2019
 
Purpose:
The Manager Client Services Support (MCSS) is a multi-incumbent position reporting to the Director, Client Services. The MCSS is a member of the management team in the Office of the University Registrar, working to support the broader divisional strategic plan by ensuring effective unit specific strategies, work processes and operations that support student success are in effect. The MCSS will focus on operationalizing related strategic initiatives and maintaining existing and new policies, procedures, technology, and business metrics with a customer service focus to meet the needs of both prospective and current students. Working with the University Registrar and the Director Client Services, the Manager provides key operational input and recommendations about the unit in the development of the strategic plan and has carriage of unit specific strategies to keep it moving forward by reviewing the various annual academic cycles and service delivery findings (including analysis of data and metrics) and challenges facing the unitsí ability to provide excellent service to prospective and current students. He/She will contribute to the plan by developing local strategies, operationalizing the service level expectations, resources and develop the tactics. The Manager will also contribute to the overall strategic plan of the Registrarís office by providing information on the Client Services operation that will need consideration within the larger picture. The Manager will train, coach, motivate and provide feedback to staff to support the client services mandate. The MCSS will manage 3 types of operations offering the same service information; an in person service delivery model, a dedicated call centre operation and responding to enquiries through email. The content focus for these areas are admissibility to the University, registrarial issues that encompass, change of majors/degrees, grade issues and enrolment issues related to the student record as well as services that assist the student with financing their education such as Ontario student loans, scholarships/bursaries and other awards or financial assistance. The Manager will resolve issues or concerns and manage escalations that can impact large groups of people or cascading operations. Will review and analyze service delivery standards for continuous improvement and ensure that decisions are being made from a data driven analysis. The Manager is responsible for the department budget and its administration.
 
Education:
University undergraduate degree (business, marketing, public relations) with additional dedicated training or experience managing a call centre environment and/or client services support environment.
 
Experience:
3 to 5 years in managing the operations within a customer service or contact centre; demonstrated experience with technology, human resources management of a large team preferably in a unionized environment, space management and responsibility for operating budgets; experience with using technology to enhance the business/benchmarking and analysis of metrics for the purpose of decision making and strong trouble resolution skills Proven strategic problem solver with a track record of delivering original solutions backed up by strong empirical analytics.
 
Skills:
Knowledge of Call/Contact Centre management techniques; superior oral and written communication and presentation skills to interact with personnel within the unit and externally including public/prospective applicants, new students, current students, alumni, and stakeholders to the business; proven public relations skills; ability to negotiate and deal effectively with a variety of internal/external contacts at all levels; sensitivity to protected rights; proven ability to facilitate dialogue between diverse constituents and develop creative solutions to complex issues with minimal resources; excellent organizational skills and project management skills to implement and/or improve current or new initiatives that enhance the service levels; effective counselling and interpersonal skills; tact and diplomacy essential; ability to work within a team or independently; superior initiative, judgement and creative problem solving; human resource management skills including training, coaching, performance management, compliance with legislation and collective agreements; proven ability to direct and manage several functions simultaneously; Must be resilient and adaptable. In-depth working knowledge of application-oriented software including spreadsheets, and data base applications (e.g., MS Access, large computerized records systems Student Information Systems etc.); strong familiarity with e-mail and web-based customer service concepts and technology; knowledge of the postsecondary educational sector preferred in the area of the Admissions and/or Registrarial functions; working knowledge of French an asset. Listening skills, strong investigative skills and attention to detail are imperative in order review the academic or financial student record, staff record, technology record and to resolve prospective or student issues, staff or technology issues; it can be complex and take into consideration numerous policies/procedures and regulations. Demonstrated commitment to the values of Student Success: Collaboration, Care, Accountability, Respect, Innovation, Inclusion and Excellence.

Current knowledge of the systems noted below or similar systems is a requirement:
Telephone system (e.g. Avaya). Call Centre Tools (e.g. CC Modeler). Line management system queue monitoring and queue management (e.g. Qmatic). Virtual Agent (e.g. Intellirespons or web forms). Data Warehouse (e.g. Insight). Financial Reports (e.g. PeopleSoft System). Attendance Management (e.g. PeopleSoft System). Email/calendaring (e.g. Lotus Notes, Outloo). Student Information Systems (e.g. Peoplesoft, York Student Information System, Banner). Customer Relationship Management (CRM) (.e.g. Microsoft Dynamics).
 
Additional Notes :
This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.
 
Cover Letter Required: Yes
 
Dates:
Internal Posting Date: July 12, 2017
Internal Application Deadline: Posted until filled
 
Extended Posting Date: July 12, 2017
Extended Application Deadline: Posted until filled
 
External Posting Date: July 12, 2017
External Application Deadline: Posted until filled

Please Note: All applications must be received by 4:30 p.m. on the posted deadline date.

Thank you for your interest in a career with York University.

Are you interested in applying to CPM-10586? To apply to this position click the following link to access our online application portal: https://hr2.apps01.yorku.ca/machform/view.php?id=13474

During the application process, please ensure that:

The University welcomes applications from all qualified individuals, including individuals within the University's employment equity categories of women, persons with disabilities, members of visible minorities and aboriginal persons, individuals of diverse gender and sexual orientation and all groups protected by the Human Rights Code. York University is committed to employment equity and diversity and a positive and supportive environment.

York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.

Please note, due to the high volume of applications received only those selected for an interview will be contacted.

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