Assistant Client Care Manager

Position Overview:
The Assistant Manager - Client Care, under the direction of the Manager, is primarily responsible for supporting the Manager with daily administrative and employee staffing tasks. The Assistant Manager - Client Care works closely with the Manager to develop operating budgets, recruit new staff members, provide excellent customer service, and resolve customer complaints when necessary. The Assistant Manager - Client Care leads and oversees the overall success of the Client Care Team and works to ensure strategies, initiatives, and specific individual goals are executed/delivered in support of the Client Care Team’s objectives.

Key Responsibilities:

• Passionate about leading and driving a client-focused culture throughout your team to deepen client relationships
• Coach your team to success both on an individual basis as well as for Larga Baffin
• Results-driven and highly engaged when dealing with clients and staff.
• Assisting the Manager in creating and regularly monitoring the operational budget
• Coaching, mentoring, and motivating team members to help deliver exceptional customer service
• Acting as a liaison and partner between customers and the leadership teams
• Staying up to date with detailed knowledge of new and existing protocols and practices for Client Care
• Working with the leadership team to develop strategies and programs
• Able to handle various leadership tasks such as setting clear performance objectives and conducting performance reviews
• Create staff schedules and resolve employee conflicts
• Support the Manager with internal and external communications
• Able to manage relationships with clients on behalf of management
• Ensure all appropriate workplace regulations and legislation regarding health and safety, accommodation standards, and company policies and procedures are adhered to at all times
• Ensure the effectiveness of employees through strategic hiring, assignment of duties, discipline, and dismissal
• Ensure that all employees comply with company policies, procedures, and ethical standards
• Provide employee training, ensuring that all applicable compliance requirements are met
• Ensure the highest standards of personal hygiene and dress are enforced amongst all employees
• Ensure all guests are greeted and welcomed in a friendly manner, and their questions are answered as required
• Attend to customer complaints in a professional manner when they are escalated to the management level.

Minimum Job Requirements:

• Degree or an advanced degree in hospitality or a field related to the industry
• 2 to 3 years experience in a leadership position in which they are confident in leading and motivating a team

Skills and Abilities:

• Strong formal and informal leadership skills
• Sound analytical thinking, planning, prioritization, and execution skills
• Experience with coaching and employee development
• Demonstrated time management skills
• Ability to identify measures of performance and actions needed to improve or correct performance
• Quick thinking skills to use the best judgment in a fast-paced environment
• Independence to work alone without extensive direction
• Teamwork skills to collaborate and lead the client care team
• Strong interpersonal skills to create relationships with both clients and the team
• Strong written and verbal communication skills
• Ability to maneuver around the client care service area and keep these areas organized
• Naturally motivated and driven to achieve goals
• Ability to delegate, set expectations, and monitor the progress of all direct reports
• Ability to remain calm and poised in urgent situations

Preferred Qualifications:

• Beneficiary Status with the ability to speak Inuktitut.

Work Conditions:

• Flexible hours, including nights, weekends, and holidays
• Interaction with employees, management, and the public at large
• Operation of desktop computer and peripherals