Client Services Manager

Date Posted: 03/25/2024
Req ID: 36640
Faculty/Division: School of Management
Department: Joseph L. Rotman School of Management
Campus: St. George (Downtown Toronto)
Position Number: 00056222

Description:

About us:
The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise, Here’s where it changes to our students, our partners and the broader community. Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.

Your opportunity:
Reporting to the Director, Client Services, the Client Services Manager is a critical member of the Executive Programs team at the Rotman School of Management. Executive Programs offers a diverse range of education programs for individuals and groups in Toronto, nationally and internationally. Both standard and customized programs are offered throughout the year. The incumbent is responsible for balancing the needs of the various stakeholders in the programs – clients, participants, faculty, and staff and to ensure a quality experience with regard to program
delivery and nurturing of client relationships.

Working under the direction of the Director, the responsibilities of the Client Services Manager include managing client relationships, supporting new business opportunities, liaising with various teams in preparing program logistics, working with staff and faculty to improve program quality, interacting with key clients and participants and managing program delivery. The Client Services Manager works closely with the Executive Programs Business Development team and the Delivery Team to ensure the program runs smoothly and meets or surpasses client expectations. The Client Services Manager oversees the work of casual program assistants to ensure the on-site and virtual delivery of programs is well executed and to ensure that off-site programs are delivered to the Rotman standard of excellence. Finally, through their interactions with clients and participants, the Client Services Manager may identify potential program extensions and/or new programs. The Client Services Manager works with the Executive Programs Business Development team on any related business development projects.

Your responsibilities will include:

• Building and strengthening relationships with stakeholders and partners of strategic importance
• Coordinating tasks for projects and other strategic initiatives with stakeholders
• Conducting detailed analysis on program efficiency and student learning outcomes to inform program planning activities
• Implementing program improvements and maintenance of program standards
• Analyzing service delivery and/or internal processes and recommending improvements
• Conceptualizing, organizing and executing program activities
• Liaising with colleagues to encourage the use of best practices and consistent programming
• Preparing detailed budgets and supporting financial documentation

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum of 5 years’ relevant experience in the area of program/project design, delivery and evaluation or training and development/adult learning in a competitive business environment
• Strong project management/administrative experience with demonstrated decision-making skills, detailed planning and ownership of programs/projects
• Client relationship development and management experience is required
• Experienced in leading a team, working with senior level executives, and speaking in front of a group is required.
• Strong computer knowledge using MS Office – Outlook, Word, Excel, Power Point and various databases including Access
• Highly developed organizational skills with keen attention to detail and ability to anticipate potential issues and resolutions
• Sound knowledge of budget development and management.
• A team player, working collaboratively across teams
• Strong client service orientation with sensitivity to various levels of expectations from program participants, faculty, staff and suppliers. Understanding of business development process and ability to identify sales opportunities
• Strong communication (oral and written) and relationship management skills with the ability to effectively negotiate with various stakeholders
• Must be able to multi-task and manage preparation and delivery of multiple programs with sound judgment, calm demeanour and professionalism under pressure and stress.

Assets (Nonessential):

• Experience working with learning management systems would be an asset

To be successful in this role you will be:

• Communicator
• Efficient
• Multi-tasker
• Possess a positive attitude
• Problem solver

This will be a 1-year term opportunity.

Closing Date: 04/04/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 13 -- $83,150 with an annual step progression to a maximum of $106,336. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Student Services

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.