Service Improvement Supervisor - Montréal, Canada - McGill University

McGill University
McGill University
Verified Company
Montréal, Canada

5 days ago

Sophia Lee

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Sophia Lee

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Description
Please refer to the

job aid for instructions on how to apply.

  • Additional Job Description
  • Position Summary:


The Service Improvement Supervisor, is responsible for planning, developing, scheduling, and delivering training and/or professional development programs to the staff of the Service Point.

The incumbent is responsible for the continuous improvement of processes and services within the Service Point. Such business improvements and training are designed to support the delivery of excellent and easily accessible services for students. The incumbent is accountable for liaising with Partner Units so as to share information regarding policies, processes, and services.


Primary Responsibilities:

  • Ensures that the Service Point group is informed of and provided with uptodate information regarding all policies, procedures, and practices related to Service Point.
  • Maintains effective procedural documentation and systems support for the Service Point group.
  • Works collaboratively with colleagues in Partner Units to implement crosstraining and appropriate professional development opportunities for staff.
  • Actively works with service professionals to ensure they are cross trained in all areas.
  • In liaison with Human Resources Training & Development Group, develops and delivers a comprehensive high quality professional development program using best practices aligned with the needs of the Service Point group members.
  • Maintains and administers training environments for ongoing staff training.
  • Conducts periodic needs assessment to identify the specific needs of the Service Point group and conducts training surveys to gather feedback for continuous improvement.
  • In collaboration with the Continuous Improvement Manager, assists with organizing and leading outreach programs within the McGill community regarding the introduction of new services and the enhancement of existing services.
  • Implements a business process improvement strategy and framework for the unit that will ensure that they are effective, efficient, and delivered consistently.
  • Contributes to the Service Point business planning cycle.
  • Provides leadership to direct reports, mentors staff, and shares knowledge and expertise.
  • Creates a safe and productive working environment for employees to be their best self.
  • Commits to the provision of outstanding service and contribution to the Service Point team in ways which are consistent with the values, credo, and aspirations of McGill's division of Student Life and Learning.
Other Qualifying Skills and/or AbilitiesComprehensive knowledge of the University's policies, procedures, educational programs and services. Comprehensive knowledge of the Provincial and Federal legislation and guidelines as related to educational programs and services. Knowledge and understanding of the Student Information System (Banner), JIRA, Confluence and call center (CCX) software. Microsoft Office required. Experience in managing within team-based organizations or multifunctional teams. Proven experience in the development of procedures and maintenance of documentation. Well-developed facilitation, presentation, and instructional skills.

Experience in onboarding new hires, developing and leading workshops, and a good knowledge of the design and delivery of training programs.

Strong analytical, problem solving and negotiation skills. Ability to adapt to a changing environment.

Strong, effective interpersonal and cross-cultural communication skills (verbal and written) when dealing with a variety of internal and external audiences to explain, interpret, and report complex information, legislative requirements, contentious issues, etc.

Ability to coach, mentor, and motivate colleagues. Knowledge of French and English.

McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.

Knowledge of additional languages an asset.- _Enrolment Services currently proposes hybrid remote working possibilities._

  • Minimum Education and Experience:
  • Bachelor's Degree 1 Year Related Experience with Bachelor's Degree / DEC III 3 Years Related Experience with DEC III

Annual Salary:
(MPEX Grade 03) $59, $70, $81,010.00

  • Hours per Week:
Full time)

Supervisor:
Continuous Improvement Manager

Position End Date (If applicable):

Deadline to Apply:
- ._
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