Vice President, Client Services & Operations

Our client is a long-standing leader in the hospitality sector that is committed to service excellence and the highest level of quality.  The organization has developed a new Executive role that will focus on implementing cutting edge practices to further enhance the customer experience.  Leadership responsibilities will include providing direction to associated service delivery departments with a large focus on Food and Beverage division.

 

Reporting to the CEO and located in Winnipeg, the Vice President, Client Services & Operations will be an energetic leader with proven operational skills, a strong focus on customer service, and the ability to effectively manage, motivate, and empower a large team. The incumbent of this newly developed role will be experienced in process improvement, systems management and service quality, and will have the ability to review, analyze and assess existing processes for continuous improvement and service enhancement opportunities. They will also have a track record of developing, organizing and inspiring teams of people in the provision of exceptional service delivery.

Responsibilities Include:

•            Strategically review services and operations for process improvement, best practices, and leading edge client service practices;
•            Evaluate and establish priorities for client services based on organizational needs;
•            Lead, develop and mentor the client service and operations management team;
•            Ensure appropriate staffing requirements and training;
•            Responsible for maintaining budget – balancing economies and efficiencies; and
•            Develop best practice processes, policies and procedures for facilities and support services management.

 

Selection Criteria:

•            Post secondary diploma or degree in Hospitality, Business, Management, Marketing or related field;
•            Minimum of 8 years experience in a management role with significant scope and level of responsibilities;
•            Experience in industries and roles related to hospitality, major events, facilities management, food service operations, and/or dynamic process improvement;
•            High energy, self starter, customer focused, innovative;
•            Demonstrated experience leading, developing and mentoring a multi-faceted management team;
•            Ability to implement operational projects and programs while simultaneously managing strategic and human resources priorities;
•            Experience in large facility site and unionized environments;
•       Able to adapt and lead through rapidly changing, deadline-driven situations;
•       Strong communication and decision making skills; and
•       Capable of handling stressful situations with self-confidence and diplomacy.