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  • Non Union

Job Category

  • AAPS


AAPS Salaried
  • Information Services, Level D

Job Title

Change Management and Communications Senior Manager


Integrated Service Centre Leadership | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations

Compensation Range

  • $12,395.83 CAD Monthly

Posting End Date

August 5, 2021

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary

The Integrated Service Centre ( ISC ) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The Change Management and Communications ( CMC ) Senior Manager is responsible for establishing a strategic change method and approach for the ISC. Accountable for ensuring changes to ISC products and services are effectively managed, executed and sustained across the UBC community. This position applies deep, senior-level knowledge and experience in all areas of change management, communications, knowledge management and training. Creates a respectful working environment and coaches their team to achieve their potential though career conversations and succession planning practices.

Organizational Status

Reports to the ISC Director. Partners with the ISC senior leadership team to lead and oversee the strategic implementation of product and service delivery through change management and communication. Oversees the performance development of the CMC team focused on change management, communications, knowledge management and training.

The CMC Senior Manager anticipates University needs to make key strategic decisions regarding ISC product and service related change management practices. Partners across the ISC to improve ISC products and services, providing related technical expertise as required. Partners closely with leadership across the UBC community to align objectives.

Work Performed

1) Develops, mentors, and provides leadership, including all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.).

  • Executes performance conversations with team members.
  • Provides career planning advice to team; creates development plans to help team members achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
  • Manages performance development and evaluation in partnership with HR and, where applicable, with the Director.
  • 2) Provides change management and communications expertise/direction to both team members and teams across the broader ISC.
  • Develops holistic strategy for addressing and implementing product or service-related changes across UBC in alignment with UBC s policies, procedures, cultures, and norms.
  • Partners across the ISC to ensure that technical changes are understood, and effectively translated into people-related changes, communications, and training and development; ensures necessary knowledge management practices.
  • Provides oversight and counsel on the development of communications strategies, plans and campaigns; ensures adherence to UBC s people practices.
  • Provides guidance for the maintenance and continuous improvement of the knowledge bank and training materials related to ISC product.
  • Manages the ISC web governance plan to adhere to review/approval cycles to update / manage content.
  • Anticipates the requisite skills, knowledge, and information necessary for successful adoption of the ISC product; develops strategic plans for developing capacity across UBC.
  • 3) Develops influential partnerships across the organization, including internal and external customers and stakeholders.
  • Partners on cross-functional, cross-discipline teams across ISC to provide strategic guidance regarding work, priorities and practices.
  • Builds partnerships with change management, communications and training leaders across UBC to manage interdependencies.
  • Partners with key leaders across the UBC community to achieve the ISC vision and objectives, ensuring alignment with UBC s broader strategic objectives.
  • Ensures a two-way dialogue between the ISC, Organizational Change Management (OCM) Community of Practice, and Communications Network to align and integrate strategic visions and practices.
  • 4) Partners to move UBC s practices from system of record to platform of engagement through collaborative and innovative efforts.
  • Works as a change agent within the UBC community, plays a key role in soliciting feedback and fostering an agile, innovative, and collaborative transformation experience.
  • Partners with committees to embrace matters related to stakeholder engagement, adoption, sustainment, and continuous improvement.
  • 5) Advocates for and ensures alignment with UBC s data governance framework, privacy and information security practices.

6) Performs other related duties as required.

Consequence of Error/Judgement

Decisions and recommendations may have University-wide financial, contractual and operational implications. Accountable for promoting and fostering a positive atmosphere and relationship between the University and its stakeholders. Balances ISC objectives within the context of University wide change and knowledge management, training and communication strategies. Focusing on partnerships and product delivery will ensure optimal functionality and customer satisfaction and support of ISC s strategic goals.

Supervision Received

Reports to the ISC Director. Work is reviewed under broad direction; results are reviewed for achievement of overall objectives. This position will partner across the ISC to determine strategic priorities and direction and will provide direction to their team throughout execution with a great deal of independence. This position works in close communication and collaboration across the ISC and relevant stakeholder groups.

Supervision Given

Manages communication, training, and change management professionals. Provides leadership, guidance, and expertise to their team to ensure a consistent, high degree of customer satisfaction, technical expertise, and timeliness in delivering service is provided across divisions. Responsible for hiring and performance evaluation of the team to ensure that assigned responsibilities are performed efficiently and effectively.¿¿

Preferred Qualifications

Undergraduate degree in a relevant discipline.Undergraduate degree in a relevant discipline (Business Administration, Psychology, Human Resource Management, Communication, Journalism). Experience with IT change management, ITIL principles an asset. Certification in PROSCI or equivalent change management certification is essential. Experience in supporting an Enterprise Resource Planning ( ERP ) system is preferred. Experience working with Workday is an asset. Experience working in a complex, academic environment is preferred. UBC experience is considered an asset.A minimum of 8 years of experience or the equivalent combination of education and experience.KNOWLEDGE & ABILITIES

  • Proven experience leading complex change management, communications and engagement, knowledge management and training and development initiatives.
  • Proven ability overseeing the development of targeted change management, communications, knowledge and training deliverables (e.g., leader/sponsor action plans and toolkits, change readiness assessments, communications plans, stakeholder assessments and tracking, coaching and development plans, organizational design and job/role mapping plans, measurement plans, training and development maps, curriculum development, and knowledge management plans).
  • Proven experience working in partnership with key leaders and diverse stakeholders to develop change strategies and roadmaps.
  • Demonstrated ability using formal methodologies to forecast trends and respond innovatively and strategically; experience in agile or other related methodologies.
  • Proven knowledge of IT change management and Enterprise Resource Planning products.
  • Demonstrated leadership that fosters collaboration, innovation, continuous improvement and creativity on teams.
  • Demonstrated ability to lead, enable and motivate teams by painting a compelling vision that enables a large team to adapt, collaborate and innovate cross-functionally.
  • Proven ability to support employees through the team member lifecycle (i.e., onboarding, performance conversations, career mobility, etc.).
  • Demonstrated commitment to enhancing one s own awareness, knowledge, and skills related to difference.
  • Demonstrated ability to lead in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
  • Excellent analytical capabilities and interpersonal skills including active listening, written and verbal communication, conflict management, and the ability to manage diversity across identities, perspectives, and behaviours.

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