York University

Job Posting — Confidential, Professional & Managerial Employees (CPM)

Job Title: Manager, Ancillary Services Salary Grade: E

Reports To: Executive Director Job Code: 956439
Faculty / Dept.: Ancillary Services

Job Overview

Ancillary Services provides a wide range of professionally managed campus services

and amenities to enhance the student experience and support York University’s
mission, vision, and priorities. With a commitment to sustainability, equity, diversity and
inclusion, Ancillary Services works with internal and external partners to provide
exceptional experiences and enhance the quality of campus life in alignment with the
University's core values.

The Manager, Ancillary Services role provides on-site supervision and oversight of
Ancillary Services’ operations at York University’s Markham Campus, including
Bookstore, Printing, and Mailing Services, Parking and Transportation Services,
Housing and Conference Services, Food Services, and YU-card. The role works
closely with the Office of the Deputy Provost Markham via a dotted-line reporting
structure and liaises regularly with department leadership and staff on the Keele
campus to ensure consistency of practice and services delivered across sites. The role
makes decisions on daily issues that may arise, such as facility issues, accessibility and
accommodation requirements, client service issues and escalations, staffing and
resources, and other operational matters.

The role develops and/or leads cohesive teams and manages performance and
productivity and fosters an environment of trust, support and accountability, while
modelling respect for employees.

Key Responsibilities

• Provides on-site supervision of departmental employees. Recruits, trains, develops,

coaches, manages performance, and issues progressive discipline, as required.
Ensures employees work in a safe manner, in accordance with applicable
regulations, policies and procedures.
• Ensures customer service standards are defined and upheld consistently with
standard practices. Investigates customer service concerns/ complaints. Ensuring
root causes analyses are completed and appropriate mitigating or corrective
measures are implemented. Escalates issues as required.
• Responds to customer inquiries. Intervenes, applies conflict resolution techniques,
and de-escalates conflict or adversarial customer interactions.

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• Manages external vendor relationships for Food and Vending Services and
Transportation (shuttle bus) Services. Monitors/audits vendor performance versus
contracted requirements. Identifies service gaps and resolves or escalates issues
as appropriate. Documents findings and outcomes.
• Conducts regular audits, inspections and monitoring of food and vending service
operations to ensure adherence to contract and program requirements and
contractor compliance with applicable laws and regulations. Coordinates remedial
actions with service providers and ensures prompt implementation and work quality.
• Oversees logistics for campus usage of the loading bay. Coordinates shipping and
receiving with vendors and campus partners to ensure efficient and effective flow of
incoming and outgoing materials through the loading bay.
• Monitors on-site parking and recurring patrol/enforcement from Parking Enforcement
Officers. Requests supplemental enforcement, as required. Completes parking lot
walkthroughs and identifies infractions (including accessible parking, drop-off, and
pick-up), signage issues (missing/damaged signs), and cleanliness. Reports issues
to appropriate resources for action / resolution.
• Opens and closes the Bookstore. Verifies and distributes cash floats to service staff
and confirms Point-of-Sale and debit/credit hardware are functioning securely and
appropriately prior to store opening.
• Monitors inventory levels, merchandising, and sales trends. Provides direction to
employees regarding displaying merchandise in accordance with provided
planograms. Liaises with buying staff to respond to sales trends proactively and
reactively. Ensures adequate stock/inventory is available to meet customer
demand.
• Assists customers with special order requests and web orders. Oversees production
of routine print jobs on-site. Liaises with colleagues on design and production of
large or complex printing requests.
• Oversees receipt, sorting, and distribution of campus mail and courier deliveries.
• Builds and maintains positive relationships with community members, Ancillary
Services, Office of the Deputy Provost, and contracted service providers. Works to
proactively resolve issues. Proposes strategies/approaches for resolving issues and
minimizing negative impacts. Escalates issues as required.
• Liaises with YU-card colleagues to coordinate set-up of mobile credentials and/or
production of physical YU-cards. Maintains security of blank YU-card inventory and
performs minor printer maintenance, such as changing printer ribbons, verifying
connections, clearing jams, for on-site YU-card printer and YU-card reloading kiosk.
Provides minor troubleshooting of mobile credential and access control issues.
Liaises with YU-card office and Doorcard (Community Safety) colleagues to resolve
access control issues, as required.
• Provides on-site support and customer service for student housing, accommodation
and conference services, and Temporary Use of University Space applications.
• Performs other duties as assigned.

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Required Qualifications

Minimum Education, Training & Credentials

• University degree in a relevant discipline, such as Business.

• Note: Position requires verification of degree(s)/credential(s)

Minimum Experience

• 4 years related experience.

• 2 years of management or supervisory experience.
• Experience managing high volume, diverse customer service operations and/or
contracted service providers in an institutional environment. Experience supervising
in a unionized environment.

Knowledge

• Knowledge of applicable legislation, codes and regulations, including the federal

Excise Tax Act, the Ontario Health Protection and Promotion Act, the Ontario Food
Premises Regulation, the Liquor Licence Act and Liquor Control Act, Public Health
requirements, Payment Card Industry (PCI) requirements, fire and building codes,
WHMIS / hazardous materials handling.
• Knowledge of operations management, facilities management, and maintenance.
• Knowledge of workforce planning, financial management, process improvement and
change management.

Skills

• Proficient with Microsoft Office applications, such as Excel, Word, Power Point,
Outlook, and Visio.
• Ability to provide effective service to the community and deal courteously and
effectively with people at all levels.
• Effective problem identification and conflict resolution skills.
• Effective planning and organizational skills with ability to prioritize workload and
meet timelines.
• Adaptability to change, new ideas and practices.
• Effective analytical skills.
• Effective communication skills. Ability to produce clear and concise procedural
documentation.

Summary of Work Environment

• Normal office environment.

• Occasional travel between Keele and Markham campuses.