Cross-functional Product Sustainment and Support - Vancouver, Canada - University of British Columbia

University of British Columbia

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Administration, Level D

Job Title

Cross-Functional Product Sustainment and Support Manager

Department

Product Leadership | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations

Compensation Range

$8, $12,575.08 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position.

The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.

In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

March 10, 2024

Note:
Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

The _CrossFunctional Product_ Sustainment and Support Manager will lead the team of Functional Support Analysts to provide Product Team Tier 2 support across the HCM, Finance, Payroll and Student modules of Workday and the associated business areas of HR, Student Services, Student Affairs, Payroll and Finance._

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students.

Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The University of British Columbia ("UBC") is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university.

UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc.

and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan:
Shaping UBC's Next Century.

The Integrated Service Centre ("ISC") maintains, continuously improves, and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future).

Team members within this unit will work cross-functionally with other departments/units across UBC.

The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The Cross-Functional and Product Sustainment and Support Manager will manage the Functional Analysts in the area of Finance Cross-Functional and HR Payroll/Timekeeping and the team of Functional Support Analysts, and be responsible for the customer service and Tier 2 support provided by the Product Team.

The incumbent will provide operational and strategic guidance and management of customer service, support ticket resolution, training and continuous improvement activities for the Product Sustainment and Support Team.

The role will lead the direction of the service and the development, growth and utilization of Customer Support best practices, define improvements assuring the quality of business deliverables and that projects and programs are delivered in a timely manner, provide active leadership across the ISC department and project teams, and effective collaboration/engagement across human resources and finance teams and the wider community.

This is a key operational role responsible for driving a customer service culture, leading the Product Sustainment and Support Team and related projects, supporting change management and analysis of emerging trends so that the ISC is able to meet or exceed agreed upon customer service standards.

Through close interaction with end-users and exceptional customer service, this position has the ability to have a significant impact on departments by effecting changes operations/processes/procedures.

Organizational Status

The Payroll, Cross-Functional and Product Sustainment and Support Manager reports to the Senior Product Manager and is responsible for leading the Functional Analysts in the area of Finance Cross-Functional and HR Payroll/Timekeeping and Product Maintenance and Support Team of Support Analysts.

A key responsibility is to ensure excellent and responsive customer service is provided to Human Resources, Finance and the UBC Community.

The role will liaise with other managers within the ISC Service Centre, Human Resources, Finance and Payroll to ensure client needs are met and communication is aligned.

The Payroll, Cross-Functional and Product Sustainment and Support Manager is expected