Manager, Service and Administration

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

This is a 2 year, full-time term position

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The Manager, Service and Administration oversees and manages all ASC Student services and programs and provides leadership and oversight to a team of support staff within the Arts Service Centre (ASC) Student in the Faculty of Arts. The incumbent will be responsible for managing and overseeing the effective and efficient delivery of a portfolio of services, training, and support for Workday Student and related student systems across the Faculty, and manages the entire service and support lifecycle. The Manager will be responsible for building and maintaining positive and productive working relationships with various stakeholders and client groups across the Faculty, and will monitor client satisfaction, seek feedback, and implement service improvements accordingly.

This position is also responsible for developing and managing all operations and administration processes for the ASC Student unit and plays a key role in the unit's ongoing transition and development from a project team to an ongoing support unit from an operational perspective.

Using extensive knowledge of university policies and procedures, the Manager develops, oversees, and maintains the operational flow and procedures of the unit. The Manager, Service and Administration is responsible for the ongoing training needs of faculty, staff, and students related to Workday Student and ecosystem applications. The Manager supervises a team of unionized support staff. The incumbent will work with the Director to develop a departmental budget and sound fiscal procedures, and will serve as a resource for the Director on matters relating to administration, financial, and HR university policy and practice.

Organizational Status

The Manager, Service and Administration reports to the Director, ASC Student. This role will partner closely with the Business Analysts. This position will also act as an advisory resource of ASC Student for staff and faculty including Department Heads and Unit Administrators. Works collaboratively and develops partnerships with colleagues in the Dean's Office, Heads and Directors, Administrators, Arts Communications, Arts ISIT, Arts Service Centre HR and Finance Teams, and other UBC departments as necessary. During the Student Completion program (Dec 2024 - Feb 2027), the incumbent will work with key contacts on projects related to ASC Student.

The incumbent works closely with units across Faculty of Arts, including the Dean's office, Department Advisors, Arts Service Centre HR and Finance, and other leaders. This role also connects externally with Enrolment Services, Facilities, IT, and Supply Management as required.

Work Performed

In collaboration with the Director, Business Analysts, and Comms Strategist, supports the development of strategic plans for the unit. Manages implementation of administrative and operational aspects of plans.

Leads operations and administration processes for all ASC Student services, with a focus on managing the full operations lifecycle for all support services and programs.

Leads and directs a team of front-line support staff responsible for supporting complex administrative functions related to student systems. Models exceptional client service to all units supported by ASC Student and ensures consistent and high-quality service delivery across all supported student systems.

Implements, evaluates, and updates policies, standards, and procedures to enhance administrative processes within ASC Student and across Workday student related services provided throughout the Faculty of Arts.

Evaluates existing services, works with Business Analysts to identify, develop and implement service improvement initiatives, and manages the retirement of discontinued services.

Develops and oversees the implementation of a schedule of cyclical activities for all ASC Student services and programs, and ensures appropriate support and resources are available during high-volume periods

Workday Student training lead for Arts; manages all training operations for all related current and future student systems. Consults with Arts units on training requirements and training implementation, provides training and identifies and supports areas of concern or gaps in materials. Prepares and updates training materials and documentation.

Using in-depth knowledge of Arts academic program processes, provides input to training approach and materials for new processes; works in collaboration with Business Analysts, acting as a sounding board for proof of concepts in new training development and implementation.

Manages security administration for roles related to student systems within Faculty of Arts, ensuring appropriate access and compliance with security policies. Troubleshoots access issues for staff and faculty.

Oversees daily operations of the Universal Request Module (URM) of ServiceNow. Responsible for managing complex tickets escalated by Support Staff. Provide expertise and consultation on highly complex escalated issues.

Manages processes related to key internal and external reports related to student systems under the scope of ASC Student. Develops a schedule for report dissemination and feedback mechanisms.

In collaboration with Business Analysts, evaluates services and programs and participates in the development of continuous improvement strategies. Manages the implementation of new operational processes within the Arts Service Centre - Student.

Conduct regular service reviews and operational audits to identify inefficiencies and areas for improvement; providing insights and recommendations. Identifies opportunities to streamline tasks and automate workflows.

Participates in the development of, and implements and manages, unit HR processes such as the onboarding/offboarding of employees within the unit.

In consultation with ASC HR, recruits, performance manages, develops, and, when necessary, disciplines and terminates support staff within the unit.

In consultation with Director, develops and forecasts departmental budget. Manages the budget and oversees budget and finance related processes for the unit.

Manages department space allocation, maintenance, equipment, and renovations in line with FOA facilities and space allocation guidelines. Represents ASC Student on Health and Safety Committees and coordinates emergency preparedness, health and safety regulations, and related plans.

Works closely with Communications Strategist to implement communication to keep internal and external clients informed of ASC Student status updates, business directions, scope changes, etc.

Oversees service-related documentation and manages unit administrative records in line with university policies.

Builds and maintains positive and productive working relationships across the university, ensuring that client needs are met.

Consequence of Error/Judgement
The Manager, Service and Administration, plays a key role in ensuring that the members of ASC Student achieve their mandates and operational objectives. The incumbent is responsible for the operational management of ASC Student services, direct leadership of support staff, and oversight of day-to-day operations. As such, errors in judgment may impact the ability for the Faculty of Arts to meet its operational and strategic objectives.

Supervision Received
The incumbent will work under the general direction of the Director, ASC Student with minimal supervision. Work is reviewed in terms of achievement of desired results and strategic initiatives. Works independently with a high degree of latitude and is expected to exercise discretionary judgement and tact. Receives guidance only in terms of overall objectives and goals.

Supervision Given
Supervises CUPE 2950 support staff team. Responsible for the hiring and supervision of staff; including recruitment, evaluation, disciplining and up to termination.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Demonstrated leadership experience, problem solving, planning and implementation skills are assets.

• Ability to hold an organization-wide view of the business and act in the best interests of the overall organization.

• Commitment to delivering results in a collaborative and collegial environment.

• Knowledge and experience in higher education, information technology, and/or service/help desks preferred. Certifications in Lean Six Sigma, and Project Management considered an asset.

• Experience with developing operational processes required for service development, service management, service implementation, service delivery, and ongoing lifecycle management of services within a postsecondary environment.

• Experience in areas of strategic planning; continuous improvement; business process improvement; business analysis; change management; project management; risk management; quality assurance; business research; applications development, implementation, and maintenance; operations management; customer service; and problem-solving.

• Strong organizational, planning, and prioritization skills. Ability to effectively collaborate and consult with stakeholders to achieve appropriate outcomes. Exceptional interpersonal skills, including excellent communication skills reading, writing, listening, speaking, and presentation.

• Demonstrated experience working collaboratively within a cross-functional team and with diverse stakeholder groups.

• Exceptional communication skills which allow for effective communication at all levels of the organization.

• Demonstrates the willingness, ability, and enthusiasm to learn and implement new processes, services, or technologies. Enthusiastic about contributing to the learning environment of the University.