Manager, Operations And Business Intelligence

Manager, Operations and Business Intelligence

The Manager, Operations and Business Intelligence is responsible for providing planning, oversight, and management in all areas of administration and department operations including human resources, financial planning, space management, strategic plan implementation, data analytics, and business intelligence. The Manager oversees the overall client experience as it pertains to the student and faculty experience on-site at Professional Growth course offering and manages the client experience as it pertains to the delivery of programs at multiple sites, including UBC Robson, UBC Point Grey, and various other venues.

The Manager reports directly to the Executive Director, Professional Growth and works closely with Senior Directors and other members of the Professional Growth unit. Interacts frequently with faculty and instructors in the various programs, a variety of UBC Sauder departments and employees, students and potential students, as well as facilities staff at the Point Grey and Robson campuses and external stakeholders and suppliers for Professional Growth.

The job requires leadership and operational management in all areas of administration, technological infrastructure, and operations for UBC Sauder's Professional Growth unit. It involves developing, managing, and overseeing implementation of administrative policies and procedures to enhance productivity and streamline business processes. The Manager participates in the development and implementation of strategic goals and objectives for Professional Growth, aligns with UBC Sauder goals and strategies, and advises on appropriate supporting organizational structures.

The Manager also leads change management processes, ensures alignment on various cross-team projects and processes, and manages all department-wide operational projects through direct or indirect supervision. They provide operational oversight across all aspects of human resource management, including recruitment, onboarding, professional development, training, performance management, and retention; develop funding plans and processes for short- and long-term strategic planning. They work closely with the UBC Sauder's People and Organizational Development team to implement sound practices in alignment with the agreements and the school's and UBC's practices and guidelines.

The Manager provides guidance and financial management of the departmental budget across quarterly, bi-annual, and annual checkpoints. They provide budgetary analysis, financial reports, and forecasts for use in strategic and forward planning for the department. They oversee all financial transactions and processes either directly or indirectly; develop methods and procedures to identify, analyze, and address financial issues, for financial analysis and for proposal and report preparation. They develop and maintain working relationships with UBC Robson Square team, ensuring the overall service levels meet the standards of the Professional Growth.

The Manager maintains contractor relationships; negotiates and signs contracts with external suppliers, hotels, and other external partners as required. They provide leadership and guidance to the administration team on the maximization of classroom rentals.

The Manager leads, manages, mentors, and coaches the customer service team; addresses and resolves significant and complex client service issues including complaints. They develop and implement administrative policies and processes related to client response, registration, and course payment to ensure a seamless client experience. They develop strategies and policies to gather feedback from clients and faculty regarding onsite experience; develop and implement methodologies to address areas for improvement. They develop and foster long-term relationships with faculty and support with program delivery needs. They are responsible for all logistical and client satisfaction outcomes. Cross-functionally support the entire unit.

The Manager leads and provides expertise in the areas of requirements definition, business process analysis and design, functional design, configuration, implementation, testing, training, and documentation to deliver solutions to Professional Growth and integrating with the UBC community. They research, identify, and implement new systems and business applications in the Professional Growth unit while ensuring profitability. They identify and implement enhancements and developments to continually evolve unit's existing business applications. They create tools and processes to allow a quarterly review of the business and to support mass marketing efforts, scheduling, and operations.

The Manager leads for all of Professional Growth's data and reporting needs including annual Financial Times rankings, periodic revenue reports and trend analysis, as well as ad-hoc data requests to support business initiatives and sales proposals. They analyze the impact of proposed changes to technology services and/or processes for the unit. They act as the decision-maker in the evaluation for different data quality, data management, and information systems and advise the Executive Director on proper updates to systems. They acquire and maintain a working knowledge of Professional Growth's technical and business environment while having working knowledge of the services delivered by the unit.

The Manager conducts market research on competitors, prospective markets, industries, and companies to target. They perform other duties as required.

This position plays an important role in the management of the Professional Growth business unit for the business school and has a direct impact on its quality and overall customer and student experience. This position has direct influence on overall customer satisfaction and as such, significant impact on repeat business and overall revenue. Decision-making requires the application of established methods and procedures and is based on thorough knowledge of the policies and procedures of the University and the UBC Sauder School of Business. The manager exercises considerable judgement and must demonstrate tact and discretion. Consequence of error is high and incorrect actions or decisions may damage the client experience and the reputation of the business unit, while having direct consequence to revenue. Poor decisions on service delivery could adversely impact the profitability of the Professional Growth Group.

The Manager reports to the Executive Director and is expected to work autonomously, with minimal direction. Performance is reviewed in terms of key performance indicators and strategic business objectives, including financial performance of the business unit. The Manager manages employees and is responsible for hiring discipline, evaluation, and termination. Minimum qualifications include an undergraduate degree in a relevant discipline, minimum of three years of related experience, or the equivalent combination of education and experience. Preferred qualifications include education and/or experience in event management, human resource management, and project management, experience in developing and implementation of work plans, policies, and procedures, experience in a leadership role and with coaching and mentoring staff, demonstrated experience developing and monitoring budget, managing financial resources, and preparing financial management reports, proven ability to make recommendations and decisions with only broad parameters provided, excellent oral and written communication skills as well as strong interpersonal skills, proven people or relationship management skills with a strong customer service orientation and skill-set, experience in finance and data analytics, ability to analyze the advantages of new technology and tools and to select the appropriate technology for a given task, ability to work collaboratively with a broad range of stakeholders, strong computer skills including the ability to effectively use the Microsoft Office suite (e.g., Outlook, MS Word, MS Excel) at an intermediate level, demonstrated organizational and time management skills including the ability to prioritize and work effectively under pressure to meet deadlines, extremely strong leadership skills and the ability to supervise and manage staff performance by establishing standards and goals, evaluating performance, providing feedback, and taking corrective action, ability to multitask or coordinate numerous projects simultaneously while operating in a demanding client-focused environment.