Manager, Client Services

About Ryerson
At the intersection of mind and action, Ryerson is on a transformative path to become Canada’s leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do. Ryerson University welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons, persons with disabilities, and those who identify as women and/or 2SLGBTQ+. Please note that all qualified candidates are encouraged to apply; however, applications from Canadians and permanent residents will be given priority. As an employer, we are working towards a people first culture and are proud to have been selected as one of Canada’s Best Diversity Employers and a Greater Toronto’s Top Employer for 2015, 2016, 2017 and 2018. To learn more about our work environment, colleagues, leaders, students and innovative educational environment, visit www.ryerson.ca, check out @RyersonU, @RyersonHR and @RyersonECI on Twitter, and visit our LinkedIn company page.

The Chang School

The G. Raymond Chang School of Continuing Education is Canada’s foremost provider of university based adult education, facilitating access to the University’s renowned, professionally relevant courses and programs. Since 1975, we have been delivering leading-edge workplace knowledge that empowers learners to reach their personal and professional goals. We have approximately 70,000 annual enrolments (in 1,500 courses, seminars, and workshops) in Arts; Business; Communication and Design; Community Services; Engineering, Architecture, and Science; Gateway for International Professionals; Programs for 50+; and Spanning the Gaps – Access to Post-Secondary Education. We also offer 81 career-related certificate programs and numerous course series, with 31 certificate programs that can be completed entirely at a distance. Our flexible, accessible programming is available on campus, via distance education, and off-site for employee groups at leading organizations.

This position is based at Ryerson University’s campus in Toronto, Ontario.    

Due to COVID-19, remote work for faculty and staff continues for most of our employees.  At this time, the university is not planning for a broad return-to-campus, and remote work will continue until at least spring 2021.  We welcome candidates outside of the province of Ontario and who would be open to work remotely from home and would consider the possibility of relocating to Toronto, Ontario when the university re-opens its campus to all employees.  For more information on Ryerson COVID-19 Information and Updates: https://www.ryerson.ca/covid-19/

The Opportunity
The Manager, Client Services will lead and manage client services for The Chang School, ensuring the highest level of service delivery. The successful candidate will oversee the front-line, first point of contact information and customer service to current and potential students, instructors and partners by managing the staff and resources which comprise The Chang School’s Client Services (CS) unit. Maintains high service standards through the use of technology, such as tracking and feedback tools.

Responsibilities

  • Manages the Client Services (CS) unit and defines the quality standards for service delivery
  • Assist in the design, function and capability of the CS unit with technology, business growth and changing customer needs and new technologies.
  • Manage and coordinate the activities of the CS unit to include assigning and prioritizing tasks, providing guidance, leadership and motivation.
  • Ensures effective utilization of the system and its capabilities, maintenance of databases and systems Design and manage information distribution strategies to foster student retention and new enrolment. Ensure student outreach campaigns to build student satisfaction and retention, and the promotion of Chang School programs.
  • Coordinate planning for events for marketing, informational and academic advising.

Qualifications

You are a dynamic and motivated individual that has worked to improve quality standards for front line service delivery in a post-secondary environment to current and potential students. You have a post-secondary degree in Business Administration or Marketing. 

You have at least five (5) to seven (7) years of progressive experience, including management in a post-secondary environment focused on client service and/or student advising role with experience in domestic and global education systems and managing people. 

You have a proven track record in project managing initiatives for process development and information distribution projects that enhance service delivery.  You’ve used call centre hardware and software, custom databases, SAS and various software applications. You have strong leadership and people management, team building supervisor/mentorship skills, preferably in a unionized environment. 

You have strong analytical and reasoning skills when reviewing quantitative data to make process improvement decisions.  You have solid oral and written communication skills for report writing and delivering presentations.

You have knowledge and application of domestic and global education systems. 

You have strong interpersonal relationship skills to work collaboratively with internal and external stakeholders.

 

Additional Information

  • Position Number(s) 10001336
  • Reports To - Associate Director, Academic Programs
  • Vacancy Type – FTCE          
  • Employee Group - MAC
  • Start Date - ASAP
  • End Date - NA
  • Hours of Work - 36.25
  • Grade and Step – C51
  • Salary Scale Min $72,911; Job Rate $95,689;  Max $116,467

Qualified MAC employees will be interviewed before members of other employee groups. Candidates may be asked to demonstrate qualifications through occupational testing as a first step in the evaluation process prior to being granted a face-to-face interview.  Candidates must have demonstrated a record of dependability/reliability and a commitment to maintain confidentiality.   We encourage all First Nations, Metis and Inuit peoples or Indigenous peoples of North America, to self-identify in their applications and also reach out to Tracey King, Aboriginal HR Consultant for support during the selection process.

Important Notice Re: Job Postings during COVID-19

While we are committed to ensuring the best possible experience for all applicants, due to the situation regarding COVID-19, please be advised that Ryerson University ("Ryerson") reserves the right to pause a job competition at any stage in the process. Applicants will be notified in the event that the job competition process in which they are participating is suspended or paused. We appreciate your understanding during these unprecedented times. Thank you for your interest in Ryerson University. 

Applications will only be accepted online through Ryerson's careersite.