Business Manager, Ancillary Services Operations

Business Manager, Ancillary Services Operations

Ancillary Services, 140 Charles Street West, Toronto, Ontario, Canada Req #272

JOB OPPORTUNITY
Professionals / Managers & Confidentials – Ancillary Services

Posting Date: September 4, 2024 (Reposted)
Closing Date: September 18, 2024
Position Title: Business Manager, Ancillary Services Operations
Department: Ancillary Services

Appointment Type: Continuing/Permanent
Classification: PM – 2

Salary: Target hiring range: $73,244.03 - $102,784.76 -- Range maximum: $114,012.54
Schedule: Full time, Monday – Friday, with occasional evening and weekend work required.

Victoria University is committed to equity in access to employment and a diverse and inclusive workplace. The University encourages applications from racialized persons/persons of colour, women, Indigenous people, persons with disabilities, 2SLGBTQI+ persons, and others who may contribute to the further diversification of ideas. If you require accessibility accommodation, please contact the Human Resources Department at vic.hr@utoronto.ca.

POSITION SUMMARY:

The Business Manager, Ancillary Services Operations plays a pivotal role in overseeing the 24/7 day-to-day operations of various ancillary services including residence and front desk services, parking services, summer business operations, and campus events space operations. Reporting to and supporting the Associate Director for Ancillary Services, this position ensures the efficient delivery of services while fostering a culture of exceptional customer service and excellence. The incumbent will be responsible for managing staff, optimizing operational processes, supporting revenue growth, and maintaining strong relationships with both internal and external stakeholders.

KEY JOB RESPONSIBILITIES:

Operations

• Supports the implementation of special projects including, but not limited to those identified as strategic and operational priorities.
• Manage aspects of Victoria University's year-round ancillary services operations, with a focus on process and fostering a customer service-based culture.
• Manage the summer operations and planning of residence transitions, move-ins, and move-outs.
• In collaboration with the Associate Director, develop and implement an operational plan for all summer business operations aimed at delivering a premium experience for groups, guests, and events clients.
• Support the Associate Director in auditing and reviewing the documentation and maintenance of effective processes.
• Support the collecting and analyzing client feedback, problem-solve issues, and ensure optimal functionality of events, residence, and parking management systems.
• Host and participate in team and inter-departmental meetings as required.
• Ensure the delivery of ancillary services meets both university and clients’ expectations.
• Facilitate collaborative efforts with various departments to support the planning and execution of our business operations.
• Support the team in managing the relationship with LSM and manage the reservation and allocation of academic classrooms.
• Support filming and theatre operations as needed.
• Ensure that ancillary staff complete mandatory training.
• Support Associate Director and team in developing and creating intake systems.
• Support staff shifts as necessary to maintain operational continuity and uphold service standards.

Leadership

• Manage project timelines, priorities, and critical paths for our ancillary business initiatives.
• Support Associate Director with managing front desk and space management.
• Support the Associate Director in providing comprehensive training on operational procedures.
• Support weekend and overnight staff in problem-solving.
• Conduct workplace health and safety inspections.
• Provide leadership in the absence of the Associate Director.

Accounting

• Support the Associate Director in achieving revenue targets and monitoring departmental expenses.
• Manage the daily, weekly, and monthly reconciliation reports for parking and summer residence occupancy.
• Develop efficient electronic invoicing processes for ancillary clients.
• Support staff in meeting clients for quoting, planning, executing, invoicing, and collecting feedback surveys.

Marketing and Sales

• Collaborate with Associate Director to promote our business and provide feedback within the various market segments.
• Work with the team to review and update Victoria University's Ancillary Services webpage.
• Other tasks related to the business of the University as required.

REQUIRED QUALIFICATIONS:

EDUCATION

• Bachelor’s degree in hospitality/business or acceptable combination of equivalent experience.

EXPERIENCE

• Minimum 3 years’ progressive management experience in high level residence/conference business operations planning and logistics.
• Knowledge of UofT and the post-secondary environment.
• Experience supervising union staff in a unionized environment.

SKILLS

• Experience using conference or housing management software.
• Experience with project management and applying task coordination skills.
• Ability to manage conflicting priorities and deadlines.
• Ability to motivate people and build a strong team culture.
• Demonstrated ability applying financial control and analysis skills.
• Demonstrated ability to provide a consistently high level of service.
• Excellent interpersonal, written, and oral communication skills.
• Excellent problem-solving and conflict resolution skills.
• Demonstrated ability to exercise discretion and good judgement.
• Demonstrated commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment.
• Proficiency in Microsoft Office Suite (Excel, Word).

OTHER

• Judgement, tact, diplomacy, ability to work independently and with teams.
• Initiative and independence – the ability to take appropriate action and anticipate organizational needs.
• Ability to analyze problems and identify weaknesses and conflicts in policies and procedures.
• Ability to provide leadership and advice, exercise sound judgment, and demonstrate tact and diplomacy.

TO APPLY:

Internal candidates are asked to submit their applications online by logging onto Dayforce. Please visit Victoria University Careers and click Internal Opportunities to login and apply.

External Candidates may proceed by clicking "Apply Now" below.

Victoria University thanks all applicants for their interest, however, only those selected for an interview will be contacted.