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Service Manager

Date: July 1, 2015
Reports to (Job Title): Director, Operations
Jobs Reporting (Job Titles):

Information Centre Service Representatives (4)

Interview Day Services Representatives (4 PPT)l-


Assistant Service Manager


IDS Representatives – ongoing casuals (8)

IDS Representatives – short-term casuals (2-8)


Department: Cooperative Education & Career Action


Waterloo Campus


35 hr/wk

Primary Purpose

The Service Manager ensures the Operations activities and processes maximize success of students and employers in the main student help desk (Information Centre, or IC), Interview Day Services (IDS) and the Employer Information Session (EIS) experiences.  The Service Manager ensures success with all logistics management in respect to the IC, IDS and EIS teams. This support is carried out effectively, efficiently and in a cost effective service-focused environment and includes full-time, permanent part-time, co-op students and a large complement of ongoing and short-term casual staff.   This role manages continual, high volume staff turnover necessitating continual hiring and training in several areas.


These customer facing roles include the Information Centre Service Representatives, Employer Reception, Paging Desk, multiple Call Centres, Employer De-briefing and a team of staff who manage the EIS portfolio.  This role has high impact on CECA employer/student relations and retention strategies. Escalation issues presented to the Service Manager must be dealt with promptly and in the most effective manner.  These actions may affect the success of employers and students and have an overall effect on employer retention.  In collaboration with others, provides a leadership role in the CECA department in defining a service focused environment.

Key Accountabilities:

1.  Direct and support main student help desk staff, the Information Centre Service Representatives, to ensure student issues are appropriately resolved or referred.


2.  Ensure a seamless operation of Interview Day Services. This includes appropriate staffing, consistency with processes, building logistics, and services provided. 


3.  Ensure a seamless operation of Employer Information Sessions for both students and employers. This includes appropriate staffing, consistency with processes, venue logistics, services provided, invoicing and financial reconciliation.


4.  Lead and manage direct reports and ensure the delivery of results in support of CECA mission, vision and guiding principles including:


 5.  Provide overall leadership to the organization by:

Position Requirements


University undergraduate degree in Business Administration, Operations Management or related field, and/or equivalent experience.



MS Word Excel PowerPoint Other
Average Average Average Average: paging system, phone systems, web interview technologies; CECA’s event management systems

Nature and Scope

Interpersonal Skills:

A high tolerance for ambiguity is a critical requirement coupled with a strongly self-motivated attitude that can manage conflict constructively.  A flexible approach with a can-do attitude is essential.  The incumbent must be approachable, people-oriented, and value building a strong team and a constructive work environment.


The Service Manager has an overall accountability for continuous improvement and focuses on producing tangible results through implementation and measurement and monitoring in the Service unit, as well as other units within CECA.  With excellent organizational and administrative capabilities and time management skills, the Service Manager has a high tolerance for multi-tasking, and last minute often unexpected changes.  The Service Manager brings a strong team work ethic and a collaborative approach to their work.


The Service Manager has exemplary customer service skills and champions these skills to their respective teams and CECA. Through their positive tone and interaction with their respective teams and CECA, this approach will directly result in customer service excellence. The Service Manager has excellent organizational skills, is adept at problem solving, probing, and process thinking.  A strong verbal communicator, the Service Manger is service focused and skilled at dispute resolution in customer service and staffing situations. The Service Manager exercises good judgment when dealing with difficult situations with students, employers and staff. The Service Manager coaches their team to success, and builds solid working relationships with direct reports, peers, and clients. With an approachable manner and strong team work ethic, the Service Manager is a strong collaborator.

Level of Responsibility:

The Service Manager manages a team and is responsible for the work in their team. Provides leadership to the Assistant Service Manager, Information Centre Service Representatives, Interview Day Services Representatives, Events Coordinator and Event Facilitators. This includes a large compliment of ongoing and short-term Casual Staff, where high turnover necessitates continual recruitment and training efforts.


The Service Manager also provides leadership within CECA in defining a service focused organization, and coaches all levels of CECA staff in Interview Day Services.

 what is happening, when it happens and is responsible for ensuring all processes are run each and every term.  Some of these processes happen only once per term so must keep on schedule with no guidance to ensure execution.


The Service Manager troubleshoots and solves problems relating to sensitive and difficult situations where employers and students are unhappy with a particular experience.  The Service Manager is knowledgeable to support unique and often one-time difficult situations. 


The Service Manager works with minimal supervision and has several direct reports.  This position is responsible and accountable for the quality and accuracy of service delivered which can have significant impact on the reputation of CECA and the University.




Problem solving:

The Service Manager resolves unexpected and/or complex interview situations under extreme time pressures, and resolves difficult situations with students and employers.  The Service Manager prioritizes work, and supports staff in solving problems that will impact employers, students and staff.  The Service Manager also problem solves issues that are too complex for the Assistant Service Manager, Information Centre Service Representatives, Interview Day Service Representatives, Events Coordinator, Event Facilitators and Security staff.

The Service Manager has the ability and authority to resolve all escalated employer issues.  These escalated issues vary in complexity and frequency and can stem from employer experiences with CECA staff and processes or from interactions with several UW service groups/campus partners.  Some of these groups include Parking, Food Services, Central Stores, venue coordinators (internal and external), audio-visual department, paging system failures, volume, student issues, inadequate facilities or rooms used.  The escalation issues often occur when the overall day experience with interviews or Employer Information Sessions do not meet employers varied and often demanding expectations. The Service Manager assesses these issues and applies excellent judgment and varied strategies immediately to ensure complete employer satisfaction and retention.


Financial Accountability:

In collaboration with the Director of Operations, the Service Manager develops portions of the Operations budget related to casual staff resourcing, and is responsible for monitoring and managing spending within that pre-set budget. For Employer Information Sessions, the Service Manager ensures that the EIS team is working with the CECA Financial Assistant and campus partners regarding the oversight of EIS invoicing and financial reconciliation.


Internal and External Contacts


The Service Manager deals with, motivates and influences direct reports and co-workers in daily interaction with students and employers and discusses problems with other Operations team members, Student and Faculty Relations, Communications and Marketing team, and the CECA leadership team to understand and assess the impact of process or system changes.  The Service Manager guides the CECA Department on Interview Day Services procedures, exercises good judgment in applying policies and procedures to difficult issues with students and employers.


The Service Manager discusses information with employers
during interviews (e.g. advising employers on rankings). The Service Manager deals with and influences employers/students to resolve difficult situations and support unique interview/customer service requests and issues from the main Information Centre, interview day experiences the Employer Information Session portfolio and security staffing.


Decision-Making Authority:

The Service Manager makes day of interview decisions that impact the students and employers experience. The Service Manager makes decisions about balancing their team’s workload and priorities, hiring decisions, and decisions about policy and guideline interpretation (e.g. whether an employer can add a student to a schedule or offer a student the job at the interview; an employer might give negative feedback about the student; consult an employer to rank differently).


The Service Manager makes decisions when issues arise with Employer Information Sessions.  Service Manager will decide event format, staffing, location, emergency procedures etc. according to the business requirements.  The Service Manager also manages and ensures positive vendor relationships including venues, a/v professionals, caterers, employers and others when/if issues arise.


Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.  It may involve constant interruptions from e-mail, face to face interaction and phone.

Working Environment:

This role involves minimal psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. This role involves exposure to emotionally disturbing experiences and/or interactions with people who are upset, angry, abusive, aggressive, unstable or unpredictable (e.g. students who are upset), lack of control over work pace due to control by machine or work process (e.g. unpredictable breakdowns that may cause moving immediately to a manual process), and constant interruptions (e.g. phone desk, end of day debriefing, dealing with operation issues with students, paging system breakdowns, etc.). Service support during main interview periods and the EIS season will require work outside of core business hours from 7:00 a.m. to 11:00 p.m.


Irregular and/or high volumes and multiple and/or tight deadlines beyond one’s control.