Associate Supervisor, Customer Service

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Position purpose:
The Supervisor Housing Assignments and uOttawa Card Services is responsible for the operational planning organizing leading evaluating and controlling all activities related to the administration of the Housing
Assignment process off campus housing uOttawa Card and UPASS Services. Translates strategies into short- medium- and long-term operational deliverables in support of university objectives while ensuring the
highest level of service excellence. Ensures collaboration amongst team members and establishes processes and procedures that optimize resources contributing to the best experience for students staff and visitors of the University of Ottawa.

In this role your responsibilities will include:

• Manages the housing operations program while collaborating with internal and external stakeholders to optimize the student housing search experience. Emphasis is placed on developing strategic partnerships with the housing and hospitality industry to provide viable and safe housing options for students of all circumstances throughout the national capital region.

• Manages the uOttawa card program operations with focus on the expansion of new and innovative programs by interacting with internal stakeholders local businesses and community leaders to best meet the needs of students. Participates in the negotiation of service contracts as the university enters and renews their partnerships.

• Responsible for the management and reporting of all financial transactions generated using the uOttawa card to the various partners.

• Manages the U-Pass program operations while ensuring corporate contractual compliance throughout all university departments and the City of Ottawa (OC Transpo)

• Recruits trains and supervises staff assigns work sets objectives and evaluates employee performance among other human resources activities.

• Develops and maintains controls and procedures for all operating systems tied to application management data integrity e-commerce management equipment maintenance POS programming and troubleshooting.

• Collaborates with the Marketing and Communications team in the development and implementation of comprehensive marketing campaigns and promotional strategies including maintenance of the Housing uOttawa Card and U-Pass websites to promote the services to students employees and visitors.

• Acts as a management liaison with university departments to ensure the integrity of the housing assignment software and the uOttawa Card systems in terms of information security transactions and
  communications.
  

What you will bring:

• Bachelors degree in business management marketing and/or project management or another combination of relevant education and experience

• 5 years of related experience in the management of an administrative office with the primary goal of providing outstanding customer service in a student or customer-centric environment

• 3 years of experience in supervision

• Bilingualism-French and English (spoken and written)

• Relevant experience in managing projects development and marketing of a marketing plan and customer service in a major company.

• Ability to motivate a team and to collaborate with multiple stakeholders.

• Ability to develop new services and revenue streams

• Proven commitment to client satisfaction

• Knowledge of human resources management in a unionized context

• Strong organizational skills to manage a high-paced high demand environment with strict deadlines and ongoing operations.

• Ability to analyze documents and/or applications and interpret their meaning to apply appropriate rules and procedures.

• Experience and knowledge of embedded or e-commerce systems and financial transactional processes would be an asset.

• Strong interpersonal and communication skills

• Experience in the maintenance and development of standards and Key Performance Indicators in day-to-day management

• Ability to analyze problems and find potential solutions

• Ability to respond in the event of an emergency.