Job Title: Manager. Service CentreJob ID: CV4453425810Location: Vancouver, BC - HybridOverview:Our client is a global center for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university. It is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community. Their service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping their next century. The Integrated Service Centre (ISC) maintains, continuously improves and enhances the systems and processes that support operational functions of the organization, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across. The vision for the ISC is to provide integrated services that create an enriched user experience for the organization's faculty, staff and students. They are currently seeking a Manager to join this amazing team. The Manager, Service Center oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, and staff, to navigate and answer questions related products and services supported by the ISC. This position partners with the Service Centre Senior Manager to meet service level commitments and improve user experience. Creates a respectful working environment and coaches their team to achieve their full potential.What you will be doing:Develops and mentors Service Centre Representatives (SCR), including contributing to all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.)

• Leads performance conversation process with Service Centre Representatives s. - Provides career planning advice creates development plans to help SCR achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
• Motivates SCR and encourages participation in performance development activities.
• Manages performance development and evaluation in partnership with HR and the Senior Manager.

Provides operational oversight on ISC product and services support within the Service Centre:

• Oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, staff, to navigate and answer questions related to business processes supported by the ISC.
• Responsible for meeting service level agreements, and quality and cost metrics.
• Responsible for creating, revising, and disseminating work schedules to ensure Service Centre meets service level commitments for response times.
• Identifies the requirements to revise and update support processes as necessary, securing stakeholder agreements and approval to meet defined service levels.
• Responsible for ensuring the Service Centre is equipped with necessary knowledge and tools required to effectively troubleshoot queries.
• Develops and implement policies, procedures, standards and controls related to operational efficiency, compliance, service risk mitigation, and continuous improvement within the ISC.
• Monitors metrics and performance of the service and product; interprets trend analyses and feedback from the community to improve Service Centre services.
• Ensures alignment between the Service Centre and the broader ISC and recommends process improvements based on feedback, analytics and use cases.

Develops influential partnerships across the ISC Unit to improve Service Centre support.

• Partners across the community to inform leading practices in incident management, request fulfillment, and product event management (i.e. registering business rules to trigger automated actions such as script prompts) processes and toolsets across the organization.
• Partners with leaders across the ISC to ensure ISC product capabilities, functional solutions, and service support meet university outcomes.
• Partners with Service Centre leaders across the organization's community to align on support and communities of practice.

Partners to move the organization's practices from system of record to platform of engagement through collaborative and innovative efforts.

• Works as a change agent within the organization's community, playing a key role in soliciting feedback and fostering an agile, innovative, and collaborative transformation experience.
• Partners with committees to embrace matters related to stakeholder engagement, adoption, sustainment, and continuous improvement.

Advocates for and ensures alignment with the organization's data governance framework, privacy and information security practices.

• Supervision Given: Manages a team of Service Centre Representatives.
• Provides leadership and guidance, to the team to ensure a consistent, high degree of customer satisfaction, technical expertise, and timeliness in delivering service is provided.
• Is responsible for the hiring and performance evaluation of the SCR to ensure that assigned responsibilities are performed efficiently and effectively.

What you must have:

• Undergraduate degree in a relevant discipline. Relevant Disciplines include: Business Administration or Computer Science.
• A minimum of 5 years of Managerial experience in Customer Service and working in Contact Centre Environments, with strong Ticket Management experience.
• Demonstrated experience in managing a team of service representatives within an academic environment. Experience in supporting Enterprise Resource Planning (ERP) systems is preferred.
• Experience working with Workday and Service Now is an asset.
• Experience working in a complex, academic environment is preferred. Experience working in this organization is considered an asset.
• Demonstrated success in leading a high-performance Service Centre team to operational service excellence.
• Proven experience overseeing core product support services, including customer service, client user experience, product event management, request management and incident management.
• Demonstrated service excellence orientation.
• Experience in setting high standards of performance and holding team members and relevant stakeholders accountable for results and actions.
• Track record for driving service result improvements in a similar organizational context.
• Proven knowledge of customer service requirements / expectations in an Enterprise Resource Planning solution context.
• Demonstrated understanding of and ability to apply organizational change management methods and approaches.
• Demonstrated leadership that fosters collaboration, innovation, continuous improvement and creativity on teams.
• Proven ability to support employees through the team member lifecycle (i.e., onboarding, performance conversations, career mobility, etc.).
• Demonstrated excellence in communicating and building relationships in complex stakeholder landscapes.
• Demonstrated ability to lead in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
• Excellent interpersonal skills including active listening, written and verbal communication, conflict management, and the ability to manage diversity

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.comBy applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.