Professional Services Manager (Remote- Winnipeg Based)
Job Summary
➢ The Professional Services Manager is responsible for overseeing the performance of the Professional Services teams, ensuring the success of the services provided by each of the teams and that they meet the organizational and operational goals of the company.
Exclusion From Collective Aggreement
The Client Services Manager is excluded from the Collective Agreement as: (a) the person performs management functions primarily, and (b) the person is employed in a confidential capacity in matters relating to labour relations
Responsibilities
➢ Responsible for the performance and well-being of their staff
➢ Provides leadership, mentoring and coaching to support their staff
➢ Assist in recruiting employees, communicating job expectations and evaluating their performance
➢ Provides effective communication, fostering teamwork and collaboration, demonstrating cultural competence service
➢ Responsible for identifying gaps in service & new initiatives, identifying barriers and making recommendations
➢ Responsible for overseeing all implementation projects from inception to completion
➢ Responsible for delivering implementations projects on time, budget and according to plan
➢ Responsible for overseeing and delivering on all paid services work on time and budget
➢ Provide regular reports to executive leaders on the current status of all projects and tasks
➢ Conduct daily team meetings to identify tasks that have to be completed each day
➢ Ensure teams have the necessary tools and resources to deliver exceptional service
➢ Ensure all staff are following standards defined for their role
➢ Oversee prioritization of work, as well as scheduling and facilitation of regular meetings
➢ Coordinate the day to day efforts of client projects
➢ Facilitate the continued improvement of the project implementation process
➢ Ensure UnionWare clients are satisfied with the products and services we provide
➢ Responsible for effective employee/labour relations, positive working relationships, conflict resolution, and communication for an effective, safe and respectful workplace
➢ Other related duties as assigned
Requirements
➢ A University degree or College Diploma
➢ 5+ years’ experience with providing technical support
➢ Knowledge of multiple computer systems
➢ Experience managing multiple teams simultaneously
➢ Experience with Agile, Scrum, and Kanban SKILLS
➢ Strong character traits including empathy, caring, and honesty
➢ Excellent client service and communication skills
➢ Excellent prioritization skills
➢ Must possess sound decision-making skills
➢ Ability to mentor and train staff
➢ High work standards-work ethic, task completion, consistency, follow up, accuracy/attention to detail, time management
➢ Personal management skills-accountability, self-management, adaptability, creativity, initiative, implementation skills, and problem solving
➢ Proven strong project and process management skills with sound business judgment
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