Operations Manager, Onboarding and Retention - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

6 days ago

Posted by:

Sophia Lee

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Description

Overview:
The Co-op Operations Manager

Onboarding & Retention ensure operational activities and processes within Cooperative Education maximize success of students and employers in the hiring process, and that the employment process is carried out in an efficient, cost effective and service focused manner. The manager focuses on the strategic approach of onboarding new employers, continuous improvement, calendar execution and supporting the rank/match process. They lead the strategic development of training materials for process onboarding.

This role has a high impact on Co-op employer/student relations and graduating, alumni and other job boards. Escalated issues presented to the Manager must be dealt with promptly and effectively.

These actions may affect the success of employers and students and have an overall effect on student success and employer retention.

In collaboration with the Director, Co-op Services, provides a leadership role in the Co-op department in defining a service focused environment, defining, and ensuring staff adherence to team metrics, and enhancing the overall quality of service to all stakeholders.

The Operations team works closely with the Service team.

These two teams are co-dependent on each other to ensure the success of the end-to-end employment process for employers and students.

There are several handoffs throughout the term and each team must ensure all aspects of the process are carried out completely to maximize efficiency of the process and service provided.

Responsibilities:

Service Excellence

Leads the creation and execution of service standards for the Operations team
Fosters a culture of exceptional customer service and ensures staff handle interactions professionally, effectively, empathetically, and in accordance with the University's values regarding diversity, accessibility, and inclusion
Leads the development and delivery of the evolving services and associated standards
Defines team metrics for the process onboarding of new employers and employer contacts

Service Delivery

Manages a team of full time permanent, part time permanent and contract staff to maximize success of the employer hiring experience
Develops staffing model to coordinate workloads among all staff during peak and nonpeak periods to enable costeffective delivery of services
The Core Employment System (WaterlooWorks) continues to evolve with the introduction of new coop initiatives every year. Trains staff in Operations to ensure that they are abreast of the latest system changes
Maintains integrity, efficiency, and effectiveness of the core employment processes for all users, ensure tight deadlines are met. Advocate for stakeholders as processes change to ensure the process changes do not degrade service provided to coop students and employers
Leads development of employer resources to support their hiring process
Coaches team on delivery of employer training to groups of employers to maximize impact
Interprets policies and guidelines to establish efficient and effective procedures
Manages how changes are implemented to ensure staff are trained and equipped to provide a positive experience for employers that complements hiring strategies to increase job fit and job match success
Manages strong relationships between Coop Services, other CEE units, and campus partners who are key stakeholders in our operations. Must maintain strong relationships with the CEE Business Services team as they implement system and process changes. Identify system issues related to team activities and report them to the CEE Business Services team for resolution
Leads crossfunctional working groups and initiatives related to streamlining processes, continuous improvement and enhancing services for stakeholders

Knowledge Expertise

Oversees execution of endtoend core employment process related to employer job posting and hiring. Directs supports provided by the Account Coordinators and ensures coordination between the service teams. Identifies process issues as they arise and escalates to appropriate team
Manages team to execute employer onboarding for new employers
Acts as escalation point for employers regarding higherlevel decisionmaking and challenges
Thorough understanding of the Arrange Own Job (AOJ) process
Develops strategies and training for team members to overcome objections to our process and service approach
Runs the Rank/Match process

Lead and manage direct reports and ensure the delivery of results in support of CEE mission, vision and guiding principles including:

Directly manages several staff members in the execution of the Core Employment Process
Leads all hiring, developing, and retaining the best qualified staff available from inside or outside Cooperative Education
Sets goals and expectations and helping employees create clear paths to success
Develops effective work team dynamics
Ensures appropriate documentation, back up