Reporting to the Director of Service Delivery & Client Experience, the Manager, Business Support Services provides strong and consistent leadership to a specialized team of functional analysts, reporting & data analysts and other service delivery professionals responsible for analyzing, defining, improving and optimizing (human resource and finance) business processes and practices by leveraging available technology, tools and application features to maximize ROI, automate processes and enhance data in support of analytics, reporting, metrics and quality control for the Shared Services service teams.

In all facets of this role, the Manager endeavors to integrate and advance the University’s commitments to equity, diversity, inclusivity and indigeneity.

In accordance with the Handbook of Employment for Management and Professional Staff (Excluded), this full-time continuing position offers a comprehensive benefits package and an annual salary range that will be commensurate with qualifications.

The Manager, Business Support Services works collaboratively with and provides subject matter expertise (to service teams within Shared Services, other university service units, departments & faculties), provides troubleshooting, operational reporting, and analysis of activities related to Shared Services. The Manager works collaboratively with IST in the delivery of system enhancements, upgrades, validation testing, user documentation, communications, implementation, and training.

This role is a significant contributor to the Shared Services strategy on the delivery and continuous improvement of services, provides service and support to the functions it oversees within the unit and is a collaborator, mentor, and leader in serving the diverse needs of the larger University community.

Leadership & Culture

• Provides leadership, builds and maintains a collaborative team through guidance, training, and

Advancing Core Business Capabilities

• Provides a strategic leadership/partnership role on the direction and oversight in the improvement, use and support of the PeopleSoft systems, FreshService and supporting business processes within Shared Services.
• Oversees the progress of approved recommendations and execution of internal business process review and scheduled system improvements.
• Lead role from a business perspective and impact on large, complicated multi-disciplinary business process and system review, design and enhancement projects with large University-wide impacts and consequences.
• Provides support to the entire university including Shared Services service teams, PeopleSoft users (500+), personnel contacts, faculties, and departments as well as all users of in-house applications that support Shared Services operations.

Optimizing Business Operations

• Discover and continuously evaluate industry trends, best practices, leading-edge technology, and process improvement ideas with university partners
• Provide a leadership role working with clients on the analysis, support, and access to multiple non-PeopleSoft applications that support high-impact HR operations.
• Identify business process challenges by analyzing process data and metrics and facilitate teams to critically review current processes for effectiveness, quality and simplification.

Data Reporting

• This role develops and provides ongoing oversight of service level metrics and insights framework – including standard data elements, reporting and integrity of data.
• Design, generate, analyze, and distribute operational data and reports to clients, auditors, government agencies, worker’s compensation board, benefit carriers, Statistics Canada, and other groups as required.

Business and End User Training & Documentation

• Manage the development and delivery of PeopleSoft application training to department users of eForms, distributed time and absence entry, operational reporting, and other modules, functions, or business processes as required and collaborate with Service Innovation to support end-user training in these systems.

Technological Support

• Research and evaluate trends in software development methodologies, tools, and technologies and implement new and leading-edge practices in the design and enhancement of new and existing applications.
• Provide support to the unit in the use of new and existing Microsoft or other application software through the development of templates, macros, databases, queries or other tools as necessary.

Education:

• A degree in Business, Human Resource Management, Computing Science, or a related field.

Experience:

• Minimum five (5) years of leading in a large, complex, unionized environment.
• Minimum ten (10) years experience supporting PeopleSoft HCM and/or PeopleSoft Financials. Related enterprise applications may be considered.
• Minimum five (5) years experience working within or directly for a Human Resources environment.
• Several years of progressive experience managing large complex system process design and implementation.
• Functional knowledge in the design and delivery of reporting & data analysis based on PeopleSoft HCM and/or Financials using business intelligence tools like Tableau.
• Extensive experience with core software applications, including PeopleSoft, content management systems or other related technologies.

Preferred Qualifications

• Preferences:
  • Certified Project Planner designation or certificate in project management, change management or Lean Six Sigma would be an asset.
  • Knowledge of University regulations, especially in the areas of Human Resources/Finance is preferable.
• Assets:
  • Post-Secondary or large public sector experience, and
  • Campus Solutions knowledge
  • Financial knowledge