Senior Manager, Aquatic Centre Programs And Operations

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Business Operations, Level D

Job Title

Senior Manager, Aquatic Centre Programs and Operations

Department

Facilities and Operations Management | Athletics and Recreation

Compensation Range

$6,378.58 - $9,189.17 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

July 10, 2023

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

Job End Date

Summary

This position is responsible for senior leadership and strategic planning of the UBC Aquatic Centre. Specific responsibilities include: managing the operations, hourly and salaried complement, safety, risk, rentals, events and programs for of a high-profile aquatic facility. The Senior Manager, Programs and Operations is responsible for leading the financial performance and revenue generation of the Centre and for implementing and analyzing policies and procedures to maximize the revenue and balance operating expenses. The role is responsible for managing over client relations and a $1.5M yearly operating budget. This position is also responsible for managing and providing service delivery for all aquatic centre bookings, contract users, aquatic events (National, Provincial, High-Performance, etc), swim meets, drop-in programs and varsity activities. The role will be responsible for developing a 5-year aquatic centre strategy and will lead the implementation of this strategy.

This position is also responsible for the day-to-day oversight of swimming programs, swimming lessons, camps and drop-in programs at the UBC Aquatic Centre. Provides support on the development, implementation and maintenance of policies, procedures, rules, standards, evaluations and lesson plans.

This position will require evening and weekend work. This position works out of an office located in the UBC Aquatic Centre

Organizational Status

Athletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 125 employees, and is led by a strong cross-unit management team. It services over 60,000 students through recreational programming, 25 varsity teams, 17 competitive club teams, along with thousands of members of the UBC community

Work Performed

VENUE OPERATIONS

• Liaises with community stakeholders and local enforcement agencies (RCMP, Fire, Campus Security, etc) to ensure effectiveness of event operational plans.
• Participates in facility team meetings, conducts staff meetings and organizes regular in-service and other events or training sessions.
• Directs the work of contracted agencies and construction companies throughout the duration of projects. Checks to ensure work is completed in accordance with requirements and specifications
• Provides management representation and leadership on facility development/policy assignments; ensures compliance by relevant parties; represents management on special and ad hoc committees such as labour and risk management, and OH&S.
• Responsible for event leadership, strategy and standards in an aquatic environment. Responsible for event overlay, venue operations, conversions, risk and safety management, and coordinating with external contractors and vendors for large event bookings in the venue.
• Responsible for the management and strategic planning of the UBC Aquatic Centre facility. Develops, implements and evaluates the venue's annual goals and marketing strategy which supports the department's goal of financial viability and customer satisfaction.
• Negotiates contracts and liaises with external business groups including, suppliers, contractors, and consultants.
• Oversees establishment of operational systems and management of them to ensure delivery of efficient and cost effective, high quality services to customers.
• Manages and takes ownership for the health, safety and risk management of clients and staff within the venue. Responsible for ensuring safe work procedures are in place and followed; represents the employer as required on the department Joint Occupational Health & Safety Committee.
• Identifies gaps, develops and implements new procedures or policies as required.

BUSINESS OPERATIONS & FINANCIAL

• Strategically manage all aquatic centre bookings in order to maximize revenue and streamline operations. Specific responsibilities include: liaising directly with key customer groups regarding rental rates, booking and schedules. Administers contracts, partnerships, policies and collective agreements.
• Develops and implements new programs utilizing the aquatic centre training facilities in conjunction with the Manager, Aquatic Programs.
• Responsible for developing and executing a revenue management strategy to increase the financial performance in the aquatic centre
• Prepares five-year business plan for UBC Aquatic Centre that specifies staffing needs and identifies growth opportunities. Oversees establishment of operational systems and management of them to ensure delivery of efficient and cost-effective high-quality services to customers.
• Prepares, monitors and is held accountable for detailed facility budgets; provides input to annual budget planning and projects, and prepares related reports throughout the fiscal year; recommends alternative service models, staffing levels, revenue sources and/or efficiency gains.
• Ensure day to day operations are consistent with mandate, structure, resources and revenue requirements of the unit.
• Liaising with all customers both internal and external, to ensure their satisfaction and resolve issues around customer service problems. Work closely with the community-based unit in servicing the needs of the campus community.
• Identifies and pursues new revenue opportunities and initiatives. Examples could include: off-campus expansion, new facilities, and new programs. Takes a leadership role in designing new ways to deliver services.
• Establishes and maintains effective communication with the AMS (Alma Mater Society), UNA (University Neighborhood Association), varsity coaches, Athletics and Recreation staff, contractors, stakeholders, community groups and the general public in order to enhance operational efficiencies within the framework of Athletic and Recreation facilities and the applicable collective University agreements, and community partnerships.
• Responsible for overseeing the patron / customer experience and developing a system for tracking / evaluating this process.
• Establishes rates, fees and pricing for admissions, programs & membership packages. Does market research to ensure UBC is in line with related industry leaders.
• Strategic oversight and management of swimming programs, lessons, and camps including providing leadership on program policy, procedure, rules, standards, and the tactful handling of all participant disciplinary issues.
• Managing and reviewing the cost efficiency of each initiative with a view to streamlining for the highest efficiencies.

STAFF MANAGEMENT

• Ensures the maintenance of operational and administrative records such as daily attendance records, checking time sheets of direct reports for accuracy and completeness and ensures that subordinate supervisors perform same; authorizes overtime, vacation and monitors expenditures to keep within the budget.
• Provides coaching on a timely basis; develops goals and expectations, identifies training and development, includes all aspects of OH&S, technical, and administrative requirements.
• Provides leadership in the resolution of disputes; meets with employees to resolve disputes and administers appropriate collective agreements, participates in grievance hearings at all steps of the grievance process.
• Sets performance goals and coaches employees to achieve desired results. Conducts performance reviews and provide constructive feedback to employees.
• Oversees the recruitment, hiring, training, management and evaluation of the Manager, Operations (Aquatic Centre) , Manager, Aquatic Programs ,, and other related operational venue staff. Staff reporting into this position oversee the administration and management of 120+ unionized lifeguards, instructors, supervisors and front desk attendants.
• Monitor standard operating procedures and work methods, ensuring consistent, high quality standards.
• Establishes and monitors attendance management goals within the group; meets with employees to address and resolve attendance problems.

Other

• Attends meetings, staff training retreats and completes other tasks as necessary.
• Assists in the developing, implementing, monitoring, and evaluation of departmental policies and procedures.
• Other duties as required or assigned
• Actively pursues and attends opportunities and events to enhance the venue's profiles including new releases, orientation and information fairs.
• Plays an active role in furthering UBC Athletics and Recreation's vision, values and strategic objectives through facility and staffing initiatives.
• Prepares and distributes important information about the Recreation spaces to stakeholders and the general public.
• Evaluates effectiveness of promotional campaigns and makes future recommendations.
• Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis
• Implements marketing and promotion initiatives in coordination with the Marketing team. Liaises and coordinates with other staff and students to execute initiatives.

Consequence of Error/Judgement

Makes independent decisions and recommendations in areas of budgets, planning, organizing and scheduling of work. Exercises judgment and tact in dealing with the public, staff, faculty members, students and external vendors. This position represents the department of Athletics and Recreation, the students, and the University. Incorrect decisions/judgment will directly affect Athletics and Recreation and UBC's reputation within the community at large. Incorrect decisions would have impact on the operations of the facility and reputation of the department and the Universit

Supervision Received

Works autonomously. Work is reviewed in terms of achievement of defined goals under the general guidance from the Director, Facilities and Business Development. Supervisor provides guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the incumbent. Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.

Supervision Given

Responsible for recruiting, interviewing, selecting, training, supervising, and evaluating staff. Manages full time, part time unionized staff, student staff and admin support staff.

Preferred Qualifications

Undergraduate degree in a relevant discipline. University degree in Recreation, Sport Management or Human Kinetics, with supplementary training in Commerce/Business Administration, plus a minimum of six years of related experience, or an equivalent combination of education and experience. Experience in managing high profile facilities and knowledge of standard building management processes, systems and procedures. Considerable supervisory experience gained through progressively more responsible positions in the area of Recreation or Sport program development with an emphasis on service delivery. Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources. Experience with swimming leagues, programs, or sports camps required.

Ability to exercise initiative, tact and diplomacy. Demonstrated self-starter and ability to be innovative, flexible and entrepreneurial. Strong leadership, organizational and time management skills required. Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job. Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines. Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve. Ability to carry out negotiations and interest-based conflict resolution. Demonstrated ability to build partnerships and alliances with peers, business communities, association partners and staff. Demonstrated skills and competencies in planning, organization, and project management; leadership and team development; coaching and facilitation; and customer service.

Strong computers skills essential including working knowledge of Microsoft Office Suite (including SharePoint), and Adobe Creative Suite. Must possess a full Class 5 driver's license. Excellent oral and written communication skills and experience with copywriting is an asset. Able to lift or move heavy objects of approximately 50lbs. Knowledge of pertinent WCB and OH&S standards. Strong knowledge and experience relating to federal and provincial legislation, acts and regulations related to aquatic centre systems. Demonstrated experience in applying policies and collective agreements working in consultation with Human Resources. Strong financial and accounting skills are required.