Coordinator, Operations & Services, University Relations

Coordinator, Operations & Services, University Relations

Primary Purpose: The Coordinator, Operations & Services, provides high-level support to the Executive Director (ED) and the leadership team within Operations & Services (OPS&S) by planning, coordinating and monitoring the smooth and effective delivery of many aspects of the unit’s mandate. This position supports key aspects related to the operational needs within University Relations (UR). The Coordinator oversees and implements operational requirement structures and procedures to ensure that unit service expectations are transparent, timely and are met or exceeded ensuring they are effectively received, triaged, tracked and actioned. The Coordinator builds relationships across the university to ensure effective and proactive planning and coordination of unit’s services.

Nature of Work: Reporting to the ED, the Coordinator plays a lead role in planning and coordinating the delivery of operational requirements by working closely with the operations and services Managers and their teams, including Donations & Trusts, Systems & Records, and Research & Pipeline. This position is a primary resource within the unit by providing service guidance and partnership to other University Relations (UR) functions, projects, and related activities.

The UR Operations & Services team is designed to bring together and align the various services within UR so that support for clients and stakeholders is enhanced, and that UR staff and other partners across the university can access services easily and efficiently. The Coordinator plays a key role in providing training documentation, user role-based training and engaging and triaging inquiries of the alumni and donor database – Engage CRM. This position maintains the Engage CRM Service portal with updated information and resources available to guide all users on their usage of the system. The Coordinator plays an active role in system requests by receiving, tracking, triaging and responding to requests in a timely manner.

Establishing and maintaining professional relationships that support collaboration and problem solving is essential for success in this position. The Coordinator acts as a liaison and communicates information between the services teams and business functions to ensure positive relations and outcomes in support of UR. This position plays a key role in troubleshooting issues as they arise, and in communicating with both customers and service providers to ensure clarity and agreement on requirements and standards. This position is expected to support review of business processes across the services teams and make recommendations as to improvements to the work or work environment.

This position deals with sensitive and confidential information requiring this person to act discreetly and professionally in all aspects of the position. The work is diverse and complex in nature, and requires a good understanding of the operations of UR, and strong organizational and leadership skills.

Work is performed in a dynamic, stimulating, fast-paced, high-volume environment with continual interruptions, changing priorities, and constant deadlines. Tasks are varied with above-average complexity and high consequence of error. Standard for quality of work and timely completion of administrative projects is high.

Typical Duties or Accountabilities:

• Effectively represent the ED and OPS&S in all contacts ensuring professional and effective representation. Performs triage including responding to or referring/assigning a broad spectrum of people and issues across all levels of the institution as appropriate in a timely, respectful, and effective manner.
• Provide timely, accurate and proactive administrative support for all assigned duties such as preparing and creating a variety of documents, reports, presentations and packages for the ED as required.
• Manage and prioritize the ED’s calendar, schedule meetings, travel arrangements and assist with expense reconciliation.
• Track action items, deadlines and follows up on items as required by the ED.
• Draft and edit correspondence, reports and presentations on behalf of the ED.
• Support financial management for OPS&S by coordinating membership/subscription changes with managers, reviewing PCard submissions, reconciling monthly finances, assisting with budgeting, forecasting, fund reconciliation and fiscal yar-end processes.
• Provide innovative, effective and reliable recommendations to all units within OPS&S to support the success of business initiatives and outcomes, including team building and training opportunities.
• Review, update and support business processes across the OPS&S teams and make recommendations as to improvements to the work or working environment.
• Support the ED (Data steward) in protecting the privacy and confidentiality of personal information of alumni, donor and stakeholder information of the database by ensuring that all staff, volunteer, and external partners sign a confidentiality agreement.
• Manage and maintain both hard copy and electronic filing systems by organizing, updating, and ensuring accurate, secure, and accessible storage of documents following established records management practices.
• Ensure confidentiality is maintained and sensitive information is protected.
• Undertake and/or manage special projects and other duties assigned by the ED.
• Ensure optimum support for the OPS&S team by planning, coordinating and monitoring the smooth and effective delivery of many aspects of information requirements of the Engage CRM.
• Conduct role-based training for new users of the database, which includes privacy overview.
• Obtain and log all signed confidentiality forms as it pertains to the employee or volunteer’s role within UR.
• Update and maintain training materials, guides and details of self-service options in support of knowledge transfer to build capacity of UR staff.
• Provide administrative support for the generation of lists and recording of appeals associated with the mass email function of Engage CRM (BBIS), support users in learning the mass email process and maintain all related training documentation.
• Provide guidance and training for UR employees relating to the event function of Engage CRM.
• Build relationships with a wide range of central and college staff and leadership both internal and external to UR to ensure effective and proactive planning and coordination of service delivery.
• Provide expertise and guidance on procedures and processes related to the services to other UR central and college staff.
• Liaise with Information & Communications Technology (ICT) support service division to understand hardware standards for UR Staff (desktop and laptops) and ensure staff have the tools and equipment required to perform their roles.
• Oversee inventory control relating to computer equipment, assets and surplus including tracking forecasted upgrades.
• Monitor UR computer hardware budget and inform ED of status.
• Manage desktop agreements, software licenses and internal functional access (ie: listman, advisory services) for UR. Liaise with ICT to grant access to UR staff for listman group management, advisory services, IAM, AboutUs; restricted folders, Mail chimp calendar.
• Provide day-to-day oversight of front office operations relating to triaging incoming calls and emails.
• Oversee and create business process documents relating to mail handling procedures based on Provincial Auditor guidelines.
• Purchase required supplies and submit payment for related items across University Relations, including PCard Reconciliation and submission.
• Guide other UR administration with their PCard submissions including Unifi Access forms.
• Provide support to other UR units administration to set up and track purchase orders for contracts, when required.
• Provide executive support for UR resource projects and activities, including but not limited to:
• Liaise with the Campus Operations as required for UR space and furniture needs and improvements.
• Administer occupational health and safety requirements for UR
• Provide administrative support to major resource project committees within UR
• Ensures special project are managed through the planning framework and that outcomes and timeframes are achieved as planned.
• Update UR Organizational chart and maintain staff directory.
• Prepare annual EDO schedule for CUPE staff and circulate.
• Support human resources processes including supporting the ED in administrative recruitment tasks and the on-boarding and off-boarding of staff.
• Liaise with supervisor to determine new employee needs relating access to a variety of systems and network access; office/work place access; arrange telecommunication requirements based on role; acquire required computer hardware systems.
• Guide UR leaders on former employee off boarding requirements including timesheet approvals.
• Determine current equipment in staff possession and make arrangements to have returned or disabled. (such as laptops, cell phones, office phone, etc).
• Action all pertinent units to remove staff from access to systems, networks and remove from all related staff listings.
• Manage the cancellation of PCards and travel cards, including reconciling on behalf of former employee.
• Ensure employee timesheets are approved by Supervisors and/or Delegates as per the casual and salaried timesheet deadlines.

Education: A relevant undergraduate degree or several years of related work experience.

Experience: A minimum of 3 to 5 years of relevant experience including coordination experience is required.

Skills: Exercises sound judgment in decision-making and problem-solving to ensure priorities and deadlines are met; possesses effective organizational and project/time management skills; Projects high standards of professional integrity and proficiency in all aspects of administrative, financial and HR activity. Effective interpersonal, mentoring, coaching; demonstrated ability to deliver proactive, user-oriented services; strong critical and analytical ability; collaborative mindset; tact, diplomacy, and confidentiality; Demonstrates an ability to deal effectively with multiple priorities that originate from a variety of sources while maintaining attention to detail; ability to work independently and collaboratively as an effective team member; and proficiency in computer applications, including database expertise.