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    Operations Associate, Team Lead - London, Canada - Ivey Business School

    Ivey Business School
    Ivey Business School London, Canada

    1 week ago

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    Professional Contract FT
    Description
    Position: Operations Associate, Team Lead

    Location: London, Ontario

    Position Type: Full-time, 3-year renewable contract.

    Hiring Range: $55,900-$69,900

    Application Deadline: May 11, 2024, at 11:59PM.

    About Ivey Business School:

    Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lūnaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located. This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

    Ivey Business School ) at Western University ) is Canada's leading provider of real-world, case-based business education. Drawing on extensive research and business experience, Ivey's faculty provides the best classroom experience, equipping students with the knowledge, skills, and capabilities they need to confidently take on today's leadership challenges and opportunities through Case-Method Learning. Ivey offers undergraduate and graduate degree programs, as well as Executive Education at campuses in London, Toronto, and Hong Kong.

    The London Based Programs offices play a pivotal role in providing an exceptional student experience to our HBA, MBA, and MSc students. The department is responsible for the delivery and execution of all operational components of the student experience, including scheduling and timetables, exams, and grades submissions.

    Position Overview:

    The Operations Associate Team Lead, reporting to the Director, London Based Programs, plays a pivotal role in ensuring seamless operations and management within the HBA, MBA and MSc programs. The incumbent will be oversee operations, functions and processes, cultivating a positive and engaging student experience through effective service operations and program management.

    The successful candidate will be a champion of new ideas to develop strong service delivery models and program management structures for a best-in-class experience for our students. The successful candidate will actively participate in the review and development of policies and procedures to identify opportunities for improvement.

    The Operations Associate Team Lead will lead and direct the work of others, providing coaching and training to their team to ensure appropriate resources, and controls are in place to manage risks, and investigate and recommend the use of new technology, equipment, or practices to improve effectiveness.

    Responsibilities:

    Program Management

    The incumbent will be responsible for ensuring all aspects of the back-end processes and planning for all London Based Programs are seamless in execution to provide a superior level of customer service to HBA, MBA, and MSc students, faculty and staff.

  • Develop and maintain detailed timelines and plans for all London based programming, which includes balancing the requirements of delivering successful programs with constraints such as space and facilities planning and managing within prescribed budgets.
  • Draft and disseminate key student communication related to onboarding, summer program planning, orientation, and relevant high-level program information.
  • Refine, develop, and communicate relevant program policies related to exams, attendance, course selection, and other relevant program management policies.
  • Create and regularly assess overarching academic planning processes that include add-drop, preregistration of electives, grades management and adjudication, supporting program coordinators on their executions.

    • Service Delivery and Best Practices

    Ensuring a seamless and execution of a sound service delivery model contributing to a positive student experience.

  • Develop, implement, and oversee internal operational processes and service delivery models to ensure positive student and faculty engagement. These models will cover all aspects of student and faculty interaction within the programs.
  • Investigate and assess best practices in student services delivery and operational processes. Act as the primary point of knowledge for these best practices to ensure streamlined and efficient processes across programs.
  • Engage with stakeholders within both Ivey and the Western community to explore best practices. Ensure a seamless execution of individual programs and establish a strong foundation for cross-program collaboration through knowledge sharing and fostering collaboration.
  • Foster a culture of collaboration and knowledge sharing amongst the operations team to regularly assess process, procedures and service delivery, encouraging improvements or enhancements.
  • Collect and analyze data from various sources to make informed and timely decisions regarding program operations and service delivery.

    • Leadership and Mentorship

    The incumbent will play a crucial role in driving organizational success, fostering growth and development, and building a positive and supportive culture.

  • Provide a clear vision and direction for the Program coordinators, clearly articulating objectives and providing mentorship and guidance for problem solving. Convey objectives in a clear and articulate manner to all stakeholders while also actively listening and responding to the needs and concerns of team members.
  • Encourage regular assessment of processes, procedures, and service delivery methods. Solicit input and seek opportunities for improvement and enhancement from team members and use this input to develop cross-functional processes and procedures.
  • Assist the Director, London Based Programs with regularly assessing professional development for the operations staff team with fostering a culture of knowledge and skill sharing.
  • Provide input to the Director for the annual performance reviews for the operations team.

    • Technology Infrastructure

    The Operations Associate is responsible for managing the technology infrastructure and systems essential for program management and service delivery within the London-based programs. This includes serving as the primary point of contact and liaison for all technology used across programs.

  • Must have a thorough understanding of the systems and technologies that support various academic processes within the London based programs.
  • Ensure that proper business rules and system processes are followed when using various systems and databases. This involves establishing and enforcing protocols to maintain data integrity and optimize systems efficiency.
  • Support operations team in troubleshooting issues and collaborate with IT and Ed Tech to resolve issues.
  • The Operations Associate must continually assess the use of technologies and provide insight. In collaboration with IT, the Operations Associate will investigate emerging technologies to ensure that we are meeting the needs of students, faculty, and staff.
  • Act as the training lead and subject matter expert for all new systems and infrastructure, attending training sessions and learning opportunities and then ensuring the Program Operations team members are trained.
  • Partner and collaborate with IT Business Analysts to plan, test, implement and troubleshoot any changes, updates or updates to systems and software.

    • Special Projects

    Working with Executive Director, Operations and Director, London Based Programs, identify and execute on projects that will contribute to the effectiveness and the efficiency of the HBA, MBA, and MSc programs.

  • Seek out and recommend best practice processes for HBA, MBA, and MSc programs to Director, London Based Programs and Executive Director, Program Operations.
  • Lead and execute special projects managing resources and timelines.

    • Qualifications:

    Education & Experience

  • A University degree with a minimum of 4 years' experience in a highly service-oriented environment; or equivalent combination of education and work experience.
  • Experience in an academic environment considered an asset.
  • Demonstrated experience in the role of operational or process improvement; one that showcases the ability to think through and create effective process and procedures for effective service delivery and a positive student experience.
  • Previous experience providing guidance and oversight to a team.

    • Skills & Abilities

  • Ability to apply professional knowledge/skills in various task groups/special assignments or projects that affect multiple functional areas.
  • Sound knowledge, appreciation and interest in technology and infrastructure as it relates to program management and service delivery. Ability to conceptualize and understand process frameworks as they relate to business unit needs and user experiences.
  • Experience in mentoring, motivating, and leading teams.
  • Skills in a variety of current software packages, the aptitude, knowledge, and interest to learn other computer-related skills and software as required.
  • Demonstrated ability to evaluate service levels and procedures and manage for best practice and continuous improvement.
  • Ability to quickly re-allocate resources and adjust priorities in response to unexpected events or changing circumstances.
  • Ability to provide guidance to assist others in solving complex problems.
  • Sensitivity in dealing with confidential information, accuracy, and critical attention to detail.
  • Proven ability to solve problems and make sound decisions independently.
  • Excellent interpersonal and communication skills, both verbal and written
  • Demonstrated flexibility, initiative, and the ability to work effectively within your own team and as part of a larger team.
  • Excellent organizational, planning and time management skills.
  • Knowledge of the business procedures in a University environment (the programs offered, the student complement and their experiences) is an asset.
  • Communication/analytical/managing conflict skills required to solve a variety of problems, whether they are student concerns or operational challenges.
  • The appreciation and demonstrated work experience in a dynamic fast-paced student environment managing multiple priorities and challenges confidently and professionally as they arise.

    • What We Offer:

  • A bright, inclusive, and modern eco-friendly working environment
  • Flexible or hybrid work plans for many roles
  • A collaborative and engaging work culture
  • Opportunity to join a community of people-focused professionals
  • Market competitive compensation with annual increases available
  • Generous benefits package with employer-paid premiums, including a comprehensive Health and Dental Plan, Health Care Spending Account, as well as short- and long-term disability programs
  • Enhanced mental health benefits coverage and resources
  • A generous group retirement savings plan with 7.5% employer contributions
  • Life and AD&D insurance for you and your family
  • Out-of-country travel insurance
  • Vacation starting at 15 days per year plus 2 paid Ivey Personal Days
  • Paid time off during the School's December holiday closure
  • Numerous campus-wide arts, culture, and sport events
  • Supports for professional development and career progression opportunities
  • Employee Assistance Program with family coverage

    • Equity, Diversity, and Inclusion at Ivey

    Ivey Business School is committed to Equity, Diversity, and Inclusion. Please explore Ivey's EDI homepage for more information on Ivey's commitment to EDI, to read about Ivey's progress in the EDI Update, and to meet Ivey's EDI Advisory Council members.

    Ivey Business School invites applications from all qualified individuals. Ivey is committed to employment equity and diversity in the workplace, and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

    Accommodation
    Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any accommodations in order to participate fully in our recruitment experience. Please contact us at to notify us of any needs related to completing the job application, and/or throughout the recruitment process.

    Application:

    If you're excited about joining Canada's leading business school and meet the qualifications, please submit your resume and cover letter via the Ivey Careers page by the application deadline.

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