Senior Manager, Front Desk Operations (Student Housing)

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Student Management, Level C

Job Title

Senior Manager, Front Desk Operations (Student Housing)

Department

Front Desk Services | Managers | Residence Life | Student Housing and Community Services

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 29, 2023

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

Job End Date

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

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

This position provides leadership to a team of Residence Front Desk Staff, Overnight Mobile Unit Staff, Supervisors, Managers - Residence Life and Administration and Manager – Overnight Mobile Services and is responsible for the overall management of 11 Residence front desks operations. The Senior Manager, Front Desk Operations (Student Housing) builds, motivates and leads a student services staff team responsive to student and organizational needs, committed to service excellence and a culture of care that supports student learning and success. This position is also responsible for leading all recruitment, onboarding and operations for a group of 100+ employees. The Senior Manager also leads on a number of departmental projects and participates in strategic planning for the department.

Organizational Status

Reports to the Associate Director Residence Life - Service Development and Operations. Provides supervision and leadership to 100 + Residence Front Desk staff and Overnight Mobile Unit staff, 7 Residence Front Desk Service Coordinators and four M&P Managers. Works closely with Residence Life, Residence Admissions and Assignments, Human Resources, Safety and Risk Services, and Facilities and Building Services.

The Senior Manager, Front Desk Operations is required to be available by phone as part of a monthly on call rotation. This position acts as the designate for the Associate Director Residence Life -Service Development and Operations as required.

Work Performed

Project Leadership and Strategic Planning

• Responsible for multiple projects within the department and works closely with ADRL Ops, to develop operational and strategic plans, supports and services for Front Desk and Overnight Mobile Unit Services, establishing goals, objectives and long-range plans.
• Evaluates the strategy for delivering high-quality student services. Leads and streamlines operational practices to optimize productivity and effectively meet the needs of the residence communities.
• Works with the Associate Director, Service Development Operations to establish front desk and overnight mobile unit objectives and performance expectations, ensures alignment of objectives with SHCS vision and strategic priorities
• Plans service priorities including identification, development and assessment of service standards and initiatives. Develops initiatives and action plans to support service excellence.
• Provides leadership on the enhancement of student services.
• The Senior Manager leads on a number of departmental projects and participates in strategic planning for the department.
• Develops, implements, manages and assesses student-centered processes and systems.

Employee Management

• Builds, motivates and leads a team of 100 + unionized Front Desk and Overnight Mobile Unit Staff. Leads and coaches towards effective performance and service excellence.
• Ensures all employees work in a correct, safe manner, and are trained in regards to all necessary safety and environmental regulations, standards, practices and procedures. Ensures safety practices are compliant with applicable WorkSafeBC regulations, UBC Student Housing and Hospitality Services policy and UBC policy.
• Responsible for recruitment, retention, training, onboarding and professional development of all FDSR staff as well as supervisors.
• Conducts performance management processes of all staff reports that include discipline, terminations, and any resulting grievances. This requires a thorough understanding of the Collective Agreement, university practices and guidelines, and department policies.

Operational and Administrative Supervision

• Manages complex and extremely sensitive concerns raised by staff.
• Manages customer relations as related to front desk and overnight mobile unit services and staff. Reviews complex concerns or complaints, meets with residents to investigate complaints, and identifies, recommends and implements remedial action when needed.
• Responsible for all broadcast and written communications from residence front desks before release to residents. Ensures all communication meets departmental standards.
• Manages scheduling of front desk shifts in 11 residence areas to meet required service levels. Ensures systems are in place and followed to replace staff absent due to vacations or other leaves in accordance with the collective agreement. Authorizes vacations, leaves and overtime.
• Participates on departmental, University and related committees as required.
• Communicates and implements residence front desk and overnight mobile unit staff policies and procedures to ensure provision of a high level of service, the safety and well-being of residents and the security of residence property.
• Leads the operation of the SHCS residence front desks and overnight mobile units. Ensures high standards of customer service are developed and maintained.
• Provides input to budget plans by estimating, forecasting and anticipating the needs of the Residence Front Desk and Overnight Mobile Unit operations.
• Liaises with Campus partners (Campus Security, Facilities and Building Services, and Occupational Health and Safety) as well as outside contractors to improve services for students in the residence communities.
• Develops, implements, manages and reviews workplace policies and protocols with the ADRL Operations.
• Carries out other related duties as necessary in keeping with the qualifications and requirements of the job.
• Leads and manages staff recognition program.
• Reviews renovation plans and projects specific to Front Desks. Provides feedback to external partners and Facilities Management.
• Identifies opportunities for improvement and develops business practices to facilitate change involving the Front Desk and Overnight Mobile Unit Services. Liaises with SHCS IT team and Workday Support to develop supporting reports and systems to help establish Front Desk goals and objectives.

Consequence of Error/Judgement

Poor judgment or failure to maintain policies and standards could result in poor public relations, loss of property or injury to residents, loss of revenue, loss of prestige and potential legal ramifications for the University.

Supervision Received

Reports to the Associate Director, Residence Life, Service Development and Operations. Works with considerable autonomy, and occasionally under the direction of senior administrators and university-wide committees. Work is reviewed in terms of achievement of goals and overall effectiveness in management of services.

Supervision Given

Provides direct supervision for 7 Front Desk Supervisors and direct supervision to 100 + CUPE 116 Residence Front Desk and Overnight Mobile Unit staff, 4 M&P Managers.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of four to five years of related experience, or an equivalent combination of education and experience

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

Management experience in a multi-unit unionized environment preferred. Effective oral and written communication, leadership, training, conflict resolution, and organizational skills. Experience interviewing and evaluation applicants, and familiarity with related best hiring practices. Computer skill required – familiarity with Microsoft Office at an advanced level. Ability to work effectively within a team environment and collaborate with others. Ability to work under pressure and meet deadlines. Ability to work flexible hours and days of the week – not all working hours will take place between 9am and 5pm. The incumbent should expect seasonal peaks and workload.