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1 Jb Title: Department: Reprts T: Jbs Reprting: C-p Services Manager C-perative Educatin Directr, C-p Services Assistant Service Manager Salary Grade: USG 10 Effective Date: Octber 2018 Primary Purpse The C-p Services Manager ensures that the executin f the C-p cre emplyment prcess is carried ut in an efficient, cst effective and service fcused manner t maximize success f students and emplyers. The Manager fcuses n cntinuus imprvement, prcess stabilizatin and calendar executin. This rle has a high impact n C-p emplyer/student relatins and retentin strategies fr emplyers hiring frm the c-p and graduating jb bards. Escalated issues presented t the Manager must be dealt with prmptly and effectively. These actins may affect the success f emplyers and students and have an verall effect n student success and emplyer retentin. In cllabratin with the Directr, C-p Services, prvides a leadership rle in the C-p department in defining a service fcused envirnment and enhancing the verall quality f service t all stakehlders. The Service team wrks clsely with the Emplyment Services team t ensure the success f the end t end emplyment prcess fr emplyers and students. There are several hand ffs thrughut the term and each team must ensure all aspects f the prcess are carried ut cmpletely in rder t maximize efficiency f the prcess and service prvided. The Manager fcuses n the strategic aspects and risk mitigatin (based n wrk happening utside regular business hurs) f the prtfli, allwing the Assistant Service Managers t manage the day t day tasks. The unit cnsists f three strategic areas, Interview Day Services (IDS), Emplyer Infrmatin Sessins (EIS), and Infrmatin Centre and Help Desk Services, each led by an Assistant Service Manager (ASM). Key Accuntabilities Service Excellence Leads the creatin and executin f service standards fr C-perative Educatin. Creates a culture f exceptinal custmer service and ensures staff handle interactins prfessinally, effectively, empathetically, and in accrdance t the University s values in regards t diversity, accessibility and inclusin. Leads the develpment and delivery f the evlving services and assciated standards. Manage teams t execute defined and agreed upn service standards while ensuring the student and emplyer experience exceeds custmer service excellence, resulting in emplyer retentin and student satisfactin. Service Delivery Manage a team f full time permanent, part time permanent, cntract, casual and c-p students t maximize success f the student and emplyer experience related t C-p Services. Develp staffing mdel t crdinate wrklads amng all staff during peak and nn-peak perids t enable cst-effective delivery f services. Develps strategy fr crss training staff acrss functins/teams t reduce turnver f staff and better utilize staff resurces.

2 The Cre Emplyment System (WaterlWrks) cntinues t evlve with the intrductin f new cp initiatives every year, including nging intrductin f new system builds and prcess changes. As the first pint f stakehlder cntact fr WaterlWrks, the help desk must triage and trublesht inquiries and escalate when a brader system slutin is required. The Manager advcates fr stakehlders regarding prcess/system imprvements t enhance service delivery and maintains an evlving staff training plan t ensure they are abreast f new and upcming prcess/system changes. Maintain integrity, efficiency and effectiveness f emplyment prcesses fr all users, ensure tight deadlines f the Cre Emplyment Prcess are met. Advcate fr staff as prcesses change t ensure they d nt degrade service prvided t c-p students and emplyers. Interpret plicies and guidelines t establish efficient and effective prcedures. Manage hw changes are implemented t ensure staff are trained and equipped t prvide a psitive experience fr emplyers and students that cmplements bth emplyers hiring strategies and students jb search strategies, t increase jb fit and jb match success. Manage strng relatinships within C-p Services (with the Emplyment Services team), thrughut c-perative educatin (all student and emplyer facing staff), with ther CEE units (specifically CEE Services regarding system changes and reprting requirements), and campus partners (specifically event service prviders fr Emplyer Infrmatin Sessins) wh are key stakehlders in ur peratins. Leads crss-functinal wrking grups related t streamlining prcesses, cntinuus imprvement and enhancing services fr stakehlders. Oversees and integrates service delivery fr three strategic areas, each led by an Assistant Service Manager: Interview Day Services (IDS) End-t-end management f the Interview Day lgistics including staff deplyment and the management f IDS statins and prcesses. Cntributes t emplyer retentin and student satisfactin in the cre emplyment prcess. Prtfli perates frm 7:00am t 7:30pm during peak perids. Emplyer Infrmatin Sessin (EIS) End-t-end management f emplyer netwrking/recruitment events. Cntributes t emplyer branding effrts with students which cmplements their recruiting strategy and enhances success with the recruitment prcess. Prvides students with pprtunities t netwrk with emplyers t enhance success with the recruitment prcess. Prtfli perates until 10:00pm during peak perids. Infrmatin Centre and Help Desk Services Prvides practive and stakehlder-fcused service (student, emplyer, staff, etc) as the first pint f cntact, thrugh a variety f frmats (in persn, phne, , WaterlWrks messaging, and virtual platfrms) in regards t the cre emplyment prcess, the WaterlWrks system and student recrd interpretatin. Prtfli perates frm 8:00am t 7:30pm during peak perids. Knwledge Expertise Oversee wrk f Assistant Service Managers t manage wrklads amng permanent staff, c-p students and casual staff t enable cst-effective delivery f the Infrmatin Centre, Interview Day Services and Emplyer Infrmatin Sessins. This prtfli requires nging surcing and hiring f new staff. Act as escalatin pint fr emplyers, students and ther stakehlders regarding higher-level decisin-making and challenges. Reslves escalated issues when required by prviding immediate slutins and ensuring apprpriate fllw up is cmpleted. Supprt the emplyer recgnitin framewrk and emplyer retentin strategy by seeking t understand bjectives fr Emplyer Infrmatin Sessins; creating event ptins that prvide brand

3 awareness fr emplyers and netwrking pprtunities fr students; and assessing success f Emplyer Infrmatin Sessins based varius measures, including emplyer satisfactin. Design and implement strategic staffing mdel (e.g. C-p Services Specialist Career Path) t ensure staff are recgnized fr specialized skills. Mdel shuld prmte staff retentin in a high turnver prtfli. Mnitr the changing trends in interview methds (e.g. increase in webcam ppularity), and create staffing plan t manage multiple call centres in varius lcatins. Advcate fr and/r versee implementatin f technlgy imprvements in all areas f Interview Day Services (e.g. paging system, webcam sftware, paperless call centre prcess). Ensure full integratin f frnt- and back-ffice service desk peratins (i.e. Infrmatin Centre and WaterlWrks help desk). Ensure team prvides practive and stakehlder-fcused service thrugh a variety f frmats and maintains a brad base f knwledge related t WaterlWrks, the cre emplyment prcess and student recrd interpretatin. Reviews issues with the Assistant Service Manager t determine patterns that may indicate a prcess/system/website slutin is required t enhance service t stakehlders. Based n knwledge f all areas f C-p Services, seeks pprtunities fr cntinuus prcess imprvement within the Service team and acrss the C-p Services unit. Crdinate with campus partners (e.g. Plice Services n Tatham Centre Security Services and Fd Services t ensure apprpriate staffing and timing fr the Tatham Centre café). Identify and escalate issues related t building readiness. Lead and manage direct reprts and ensure the delivery f results in supprt f CECA missin, visin and guiding principles including: Directly manage several staff members in the executin f the Cre Emplyment Prcess. Lead all hiring, develping and retaining the best qualified staff available frm inside r utside Cperative Educatin. Setting gals and expectatins and helping emplyees create clear paths t success. Develping effective wrk team dynamics. Ensuring apprpriate dcumentatin, back up, supprt and crss training t manage capacity. Hlding emplyees accuntable fr perfrmance including cnsistent applicatin f business prcesses. Managing perfrmance thrugh bth frmal (perfrmance appraisal) and infrmal methds such as regular feedback, caching and ne-t-nes. Identifying develpment pprtunities in thers and c-creating with the emplyee a develpment plan; regularly fllwing up n the prgress f develpment. Prvide verall leadership t the rganizatin by: Persnally champining missin, visin and guiding principles and play a leadership rle in bringing them t life. Create and set annual gals and bjectives. Prvide leadership, directin and strategic planning fr C-perative Educatin. Mnitr business practices t ensure that C-p has the apprpriate practices and prcesses t wrk effectively fr all stakehlders bth within and external t the University. Lead the develpment f new capabilities required by the intrductin f new systems, tls r prcesses. Develp prductive, cllabrative wrking relatinships acrss C-perative and Experiential Educatin and uwaterl. Lead r cntribute t the identificatin, develpment and implementatin f prjects t imprve service quality, relatinships, stakehlder satisfactin, timeliness, staff capability and perfrmance.

4 Develp internal/external custmer service standards, mnitr satisfactin with service delivered and take actin t restre and enhance service quality. *All emplyees f the University are expected t fllw University and departmental health and safety plicy, prcedures and wrk practices at all times. Emplyees are als respnsible fr the cmpletin f all health and safety training, as assigned. Emplyees with staff supervisin and/r management respnsibilities will ensure that assigned staff abide by the abve, and actively identify, assess and crrect health and safety hazards, as required. Required Qualificatins Educatin University undergraduate degree in Business Administratin, Operatins Management r related field, r equivalent cmbinatin f educatin and experience Experience 5 years f experience in a service fcused rganizatin, including leading and managing teams. 3 years f experience in event management Demnstrated success in leading change effrts. Experience in successfully reslving challenging custmer service issues. Knwledge/Skills/Abilities Knwledge/implementatin f strategic staffing mdel (e.g. managing fluctuating wrklads) preferred. Prven skill in relatinship management and achieving results using a cllabrative apprach. Knwledge f C-p systems, prcedures and facilities in rder t effectively prvide infrmatin t students, emplyers, staff, and University supprt staff and faculty. Brad understanding f academic prgrams and unique requirements f students/emplyers. Excellent rganizatinal, analytical and prblem slving skills and strng ral and written cmmunicatin skills. A high tlerance fr ambiguity with a self-mtivated attitude that can manage cnflict cnstructively. Apprachable, peple-riented, able t build a strng team and a cnstructive wrk envirnment. Intermediate t advanced skill level in Micrsft Office suite. Nature and Scpe Cntacts: Internal: The C-p Services Manager deals with, mtivates and influences direct reprts and c-wrkers in daily interactin with students and emplyers, and discusses prblems with ther C-p Services team members, C-p and CEE staff, and the brader CEE leadership team t understand and assess the impact f prcess r system changes. The Manager deals with and influences students t reslve difficult situatins. Externals: The C-p Services Manager deals with and influences emplyers t reslve difficult situatins and supprt unique interview, hiring and emplyer infrmatin sessin requests. Level f Respnsibility: The C-p Services Manager manages a team f Assistant Service Managers. They influence the actins f all staff that are impacted by r invlved with the emplyment prcess (i.e. teams supprting emplyers and students). The Manager is respnsible fr ensuring that the cre prcesses are run every term. They have knwledge t supprt unique and ften ne-time difficult situatins. The Manager wrks with minimal supervisin t manage a large team. This includes a large cmpliment f staff (permanent, cntract, c-p, casual), where high turnver necessitates cntinual recruitment and training effrts. The Manager als prvides leadership within CEE in defining a service fcused rganizatin, and caches all levels f CEE staff in Interview Day Services. This psitin is respnsible and accuntable fr the quality and accuracy f service delivered which can have significant impact n the reputatin f C-p, CEE and the University In cllabratin with the

5 Directr, C-p Services, the C-p Services Manager is respnsible fr mnitring and managing spending within a pre-set budget. The Manager ensures that the EIS team is wrking with the CEE Financial Assistant and campus partners regarding the versight f EIS invicing and financial recnciliatin. Decisin-Making Authrity: The C-p Services Manager makes day-t-day decisins n hiring, staffing and wrk lad balancing, and interprets plicy and guidelines. The Manager makes day f interview decisins that impact the students and emplyers experience. They make decisins when issues arise with Emplyer Infrmatin Sessins and will decide event frmat, staffing, lcatin, emergency prcedures, etc. accrding t the business requirements. The Manager als manages and ensures psitive vendr relatinships including venues, a/v prfessinals, caterers, emplyers and thers when/if issues arise. The C-p Services Manager trubleshts and reslves systems issues and difficult situatins with emplyers and students (e.g. interview experiences, satisfactin with EIS). The Manager has the ability and authrity t reslve all escalated emplyer issues. These escalated issues vary in cmplexity and frequency and can stem frm emplyer experiences with CEE staff and prcesses r frm interactins with UW service grups/campus partners. Sme f these grups include Parking, Fd Services, Central Stres, venue crdinatrs (internal and external), audivisual department, paging system failures, vlume, student issues, inadequate facilities r building readiness. The Manager assesses these issues and applies excellent judgment and varied strategies immediately t ensure emplyer satisfactin and retentin Physical and Sensry Demands: This rle requires exertin f physical r sensry effrt resulting in slight fatigue, strain r risk f injury. It may invlve cnstant interruptins frm , face t face interactin and phne. Wrking Envirnment: This rle invlves minimal psychlgical risk resulting frm unavidable expsure t hazardus, disagreeable r uncmfrtable envirnmental cnditins. This rle invlves expsure t emtinally disturbing experiences and/r interactins with peple wh are upset, angry, abusive, aggressive, unstable r unpredictable (e.g. dealing with emplyers wh have escalated an issue), lack f cntrl ver wrk pace due t cntrl by machine r wrk prcess (e.g. wrking with a system with limited functinality t meet emplyer needs, r unpredictable breakdwns that may cause mving immediately t a manual prcess) and cnstant interruptins (e.g. emplyer issues, phne desk, event crisis management, staffing cverage, etc). Service supprt during main interview perids will require wrk utside f cre business hurs frm (e.g. weekends r 7:00 a.m. t 11:00 p.m.). Irregular and/r high vlumes and multiple and/r tight deadlines beynd ne s cntrl.