Manager, Business & Service Operations

Job title:

Manager, Business & Service Operations

Company

Wilfrid Laurier University

Job description

Department: Athletics and RecreationJob Type: Limited TermFull-time/Part-time: Full Time (
=1249 hrs/year)Campus: WaterlooReports to: Associate Director, Facilities and OperationsEmployee Group: ManagementApplication Deadline: 07/01/2024Requisition ID: 7805Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a and , Laurier’s thriving community has a place for everyone.Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.Position SummaryOperating with limited direction from the Associate Director, Facilities & Operations, the Manager, Business & Service Operations responsible to oversee the business and customer service delivery practices of the department. The position is responsible for effective leadership of staff, managing and developing departmental processes, project management, IT and web needs, and to oversee the bookings team. The Manager, Business & Service Operations is responsible for the management and leadership of day to day business operations and front facing customer service staff. The incumbent will work closely with the leadership team in Athletics & Recreation to create staffing plans, business cases, revenue generation strategies, and infrastructure development as the department works towards opening a second full-service facility.The Manager, Business and Service Operations is also responsible for the direction, coordination, implementation, control, and completion of multiple projects from concept to completion in the most cost effective and timely manner. This position, using a project management approach, will manage and lead projects from concept through completion, including phases such as analysis, stakeholder consultation, definition of requirements, bid and award, implementation, and post-project support. This position holds primary responsibility for tracking and managing budget and schedule for multiple concurrent projects. The role will manage a budget ranging from $300-400k annually.The incumbent will manage internal and external client relationships with project stakeholders, consultants, and vendors. Will lead cross-functional and technical teams, and drive project requirements, priorities, and deadlines. Projects may range from implementation of new A&R software, space assessment & transformation, security & user management, departmental staff needs, department IT and technical needs, major service contracts, and Seagram Project advisor.This position will work closely with the entire Athletics & Recreation team, Facilities and Asset Management (FAM), ICT, OneCard, SHERM, and other campus partners.ACCOUNTABILITIESManagement & LeadershipProvides staffing leadership for Business & Service team, instilling a culture of customer service and support aligned with the mission, vision, and values of the Athletics & Recreation.Supervision including the hiring, training, scheduling, mentoring, and ongoing evaluation of direct reportsAssess staff training and development needs, and ensure that employees receive necessary supports to improve and sustain successful performance.Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.Business OperationsOversees booking and rental functions.Administrative space allocation and needs.Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance and coaching.Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.Fiscal ResponsibilitiesDevelop and manage budgetsParticipates in capital investment, renewal, and expenditure planningImagine and implement new revenue streamsSoftware, IT, and e-commerce ManagementPOS and payment systems, including policy review and seeks out best practices.Department IT needs (hardware and software oversight)Website construction and maintenanceBroadcast functions (OUA TV, game film exchange)Project ManagementStrong understanding of project management principles.Ability to complete full needs assessment, including identification of latent needs through the leadership of critical analysis.Strives to identify, analyze and propose solutions for existing issues as well as an ability to anticipate challenges.Solid relationship building, influence, and change management skills.Projects are delivered on time and on budget.Pan-departmental RFP champion.Bus contractsApparelEquipmentCustomer ServiceCommitment to exceptional service.Develop and implement standard service levels and operating procedures.Train, lead, coach full time and student staff in front facing roles.Superior communication skills with the ability to de-escalate volatile situations.Excellent analytical, reasoning, and problem solving skills.Ability to manage competing priorities.Availability to respond to emergencies outside of normal working hours.In collaboration with the Associate Director, create and implement new FT staffing model to support existing and future service desk needs (strategy & structure).Two future FT positionsReporting RelationshipsAdministrative CoordinatorBookings Coordinator & Finance AssistantCoordinator, Web & TechnologyFT Customer Service Coordinator x2 (FUTURE)QualificationsBachelor’s Degree or higher; or equivalent experience in sport administration leadership, sport management leadership, or a sport business professional leadership position.5 years of progressively responsible experience in a post-secondary Athletics & Recreation environment.Demonstrated responsibility managing projects.Previous experience with risk management in athletics and recreation environments.Experience managing facilities projects, including renewal and maintenance.Strong analytical, problem solving, and negotiating skills.Ability to drive and embrace change.Capacity to build consensus and influence direction and outcomes.A knowledge base of athletic programs at the post-secondary level.Demonstrated experience in managing teams of full-time and student staff.Excellent interpersonal and customer service skills, including exemplary poise, tact and diplomacy.Ability to learn and apply new information and technical skills.Ability to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.Excellent organizational skills, including exceptional follow-up and follow-through skills as well as ability to plan, organize and execute projects to completion.Ability to work as part of a team.Ability to gather and analyze information and make workable recommendations in a timely manner.Standard First Aid and CPR-C required.Computer proficiency, particularly in Microsoft Office Suite, Google Suits, as well as general scheduling software.Strong computer aptitude and capability to learn new applications.The position is responsible for being in attendance for high attended events and will act as front-line support for the department. Athletics & Recreation is often busy outside of typical business hours, this role requires some evening and weekend hours on site.This is an in-person position.Interpersonal Skills:Proven verbal and clear, concise written communication skills.Ability to motivate others to complete required work in a timely manner.Expertise managing expectations and constraints of multiple stakeholders.Equipped to navigate challenging situations related to projects.Accomplished collaboration skills with the ability to work in a team environment.Ability to effectively deal with sensitive issues in diverse populations and cultivate respectful and reciprocal relationships with all stakeholders.Organizational Skills:Able to work with minimum supervision.Able to reliably multi-task on time and budget project procurement.Experience in accurate project estimating, forecasting, and budgeting.Experience selecting and implementing new operating software is considered an asset.Hours of WorkThis is a full time limited term position. Regular work hours will be 8:30-4:30pm, Monday to Friday. Our facilities are open approximately 18 hours per day, and we host many events during evenings and weekends between August and April. Some overtime will be required, schedule flexibility is required. This is position is intended to be carried out in-person.CompensationLevel: 2ASalary Range: $68,973-$94,838Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found atShould you be interested in learning more about this opportunity, please visit for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Expected salary

$68973 – 94838 per year

Location

Waterloo, ON

Job date

Wed, 19 Jun 2024 02:31:21 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.