JOB SUMMARY

Reporting to the Director, Market Engagement, with day-to-day operational supervision provided via the Program Advisor, Market Engagement (“Supervisor”), the Service Delivery Coordinator is a key member of the Market Engagement Team. Contributes to the successful delivery and growth of CAGBC programs and initiatives, and supports client, member and stakeholder service needs in alignment with broader departmental and corporate strategies. This market facing role involves interaction with the entire Market Engagement Team, other departments and levels within the organization as well as external stakeholders.
This role is responsible to orchestrate and oversee the planning, logistics and pipeline for CAGBC programs and learning services to ensure a smooth, impactful delivery.

DEPARTMENT ADMINISTRATION

• Oversee the successful delivery of monthly and quarterly KPI reporting requirements including acting as a liaison with other team members to obtain data, reviewing and analyzing data and generating reports as required.
• Oversee the Market Engagement team library of Standard Operating Practices and Procedures to ensure they are up to date with best practices and relevant information.
• With the Program Advisor, triage member/ client service issues and make recommendations to address service delivery gaps.
• Point of contact for departmental IT platforms, including CRM, LMS, and others.
• Support the Market Development team with Member Services requests, where applicable
  NOTE: This job description highlights the general nature and level of the assignments required by this position.  This is not a completely exhaustive list of responsibilities; additional duties will be assigned.

EDUCATION AND EXPERIENCE

• 2 years customer services experience (required)
• 2 years program coordination experience (preferred)

SKILLS

• Excellent customer service skills, including relationship building.
• Strong project coordination skills including planning and communication, with an agile work ethic
• Demonstrated ability to manage multiple projects and responsibilities at the same time.
• Proven ability to collaborate with cross-disciplinary teams and track goals and objectives.
• Excellent computer skills including Office 365, database applications, learning management systems and advanced live, virtual and hybrid event management software (experience with iMIS is a definite asset).
• Bilingual French and English (verbal and written) is required.

Learning & Development:

• Support the on-going delivery of programs, projects and products including:
• Assisting with the preparation and delivery of events and programs as well as assisting attendees with registration and event logistics.
• Tracking performance of registration and coordinating promotions with Communications Team.
• Maintaining the CAGBC learning portal, assisting with enrolment and advancing participant completions as well as adding, modifying and removing courses as required.
• Managing existing list of Learning Services clients.
• Oversee the preparation and delivery of Learning Services including:
• Managing Group Learning inquiries from start to finish.
• Coordinating project logistics with clients, reporting progress and following up with clients and team members upon project completion.
• Manage credential badge issuance process and analytics.