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Posting Number: CPM-8115
Position Title: Manager, Client Services
Department: Counselling and Disability Services, CDS
Affiliation: CPM
Salary Grade: E
Hiring Salary Range: $62,913 - $70,778
Maximum of Salary Range: $86,506
Duration: Continuing Full-Time
Hours: 8:30 a.m. - 4:30 p.m.


Reporting to the Executive Director, Counselling & Disability Services, the Manager, Client Services is responsible for overseeing the reception and departmental office operations and associated budgets as well as leading his/her team in providing exceptional front line customer service for students and other visitors to Counselling & Disability Services. This individual leads his/her team with a strategic focus on continuous improvement and sustainability; evaluating and monitoring services for efficiency and effectiveness, and identifying and implementing opportunities for improvement. CDS is made up of four departments, each with reception and office operation incumbents serving the unique needs of students. The four departments within CDS are: Learning Disabilities Services (LDS); Personal Counselling and Learning Skills Services (PCLS); Physical Sensory and Medical Disability Services; and Mental Health Disability Services (MHDS). The Manager, Client Services is responsible for managing staff in each area whose duties range from being first point of contact for registration and intake support for new and returning students to reviewing incoming psycho-educational and medical documentation submitted by students to facilitate registration and to facilitate psychologists and counsellor assessment date booking, as well as cancellations, revisions and re-bookings. The incumbent also manages a budget assistant, and assists in maintaining service standards within the Assistive Technology Lab.
University degree in a related discipline (e.g. business) or an appropriate combination of education and experience that is applicable and relevant to student services, and human and financial resources management in a fast paced customer service oriented environment.
A minimum of 3-5 years’ managerial experience. Previous experience overseeing the delivery of student services, managing budgets and leading a team is required. Knowledge of employee relations, management experience in a counselling or confidential client setting is preferred. Supervisory experience in a unionized environment including the interpretation and administration of collective agreement(s) is also preferred.
Maintaining confidentiality is essential, effective interpersonal skills including tact and diplomacy; sound judgement under stressful conditions; excellent organizational skills, including the ability to work independently; ability to work effectively under pressure of high volume while managing concurrent activities and frequent deadlines and multiple priorities; demonstrated knowledge of financial management skills and the ability to work accurately with detail; ability to work as a team member and in collaboration with others to achieve departmental goals and objectives; ability to establish a cooperative and effective working environment; ability to train, supervise, motivate staff, knowledge of effective negotiating, , mediation and conflict resolution skills, technical knowledge of computers and applications including database management, word processing and spreadsheets, knowledge of the university environment, , excellent analytical and research skills, and a demonstrated ability to liaise and work effectively with a wide range of people including students, faculty, staff, administrators and external agencies.
Cover Letter Required: Yes
Internal Posting Date: September 26, 2012
Internal Application Deadline: Posted until filled
Extended Posting Date: September 26, 2012
Extended Application Deadline: Posted until filled
External Posting Date: September 26, 2012
External Application Deadline: Posted until filled

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