Field Manager

SERVICE EMPLOYEES INTERNAL • Richmond Hill, ON

9d • Onsite

About The Position

Reporting to the Director of Member Services, Field Managers oversee the day-to-day activities of union representatives at the unit level and are the experts on sector-based topics. This role requires strong team leadership skills, being highly organized, and being solution orientated. Core responsibilities of the role include steward training and utilization, member experience, staff oversight and sector based situational awareness. They ensure all units are on program relating to internal organizing, political action and member education and development. This role is the managerial level eyes and ears of the union related to ongoing, emerging challenges and issues, or potential opportunities at the workplace level. This position is full-time working at our Head Office in Richmond Hill, Ontario.

Requirements

• Proven experience leading highly effective teams.
• Proven commitment to equity and inclusion principles.
• Extensive experience with customer service, or member services. With a specific level of experience with troubleshooting interpersonal and perspective-based issues and concerns.
• Strong emotional intelligence skills.
• Experience with internal organizing principles, understanding the interdependence of engagement and outcomes.
• Strong understanding of labour laws, collective bargaining, collective agreement enforcement, and union operations.
• Demonstrated experience with social justice, political action, and campaign leadership.
• Demonstrated experience managing a diverse team and fostering a positive work culture.
• Demonstrated to commitment to anti-racism, anti-discrimination principles.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze and address complex workplace issues diplomatically.
• Demonstrated ability to work effectively in a fast-paced and dynamic environment.
• A valid driver’s license and access to a personal vehicle is required.

Nice To Haves

• Post-secondary education is preferred.

Responsibilities

• Lead, mentor, and motivate service teams to ensure high performance, productivity, and member satisfaction.
• Actively lead, promote, and foster our organizational equity and inclusion program and principles. Ensure our member services reflects these principles. Hold staff accountable and take necessary actions when we fail to meet these principles.
• Foster a collaborative and inclusive team culture that prioritizes communication, teamwork, member experience, and professional development.
• Contribute to the development of the service team composition and objectives.
• Ensure service teams are focused on outcomes, specifically on member satisfaction, steward development and utilisation and campaign execution.
• Holding staff accountable to their duties, performance and development utilizing metrics, data, and qualitative indicators.
• Actively promote and engage in collaborative work within the Member Services Division, ensuring all relevant issues are communicated, that all departments are updated and aware of relevant information.
• Oversee the delivery of member services at the workplace level, including escalation of member inquiries, resolving workplace issues, and ensuring all workplaces, all members have an equal opportunity to access member services.
• Prioritize social justice and anti-racism principles in all aspects of member services.
• Ensure consistent unit visibility of union representatives at workplace within their assigned turfs.
• In collaboration with the Manager of Action and Campaigns, lead internal organizing work at all workplaces, including member engagement, member development, campaign participation and action turnout.
• Collaborate with union representatives to ensure timely and effective response to member concerns.
• Suggest, plan, and execute member services enhancement once approved.
• Facilitate the unit level aspects of organizational programs.
• Maintain a well-rounded situational awareness of unit level issues, unit commonalities and differences, member satisfaction and areas of service improvement. Maintain a sector wide lens, understanding the system-based changes that will require a response, or an opportunity for collaboration.
• Collaborate with the Labour Relations Department and Bargaining Department, support the negotiation and enforcement of collective bargaining agreements.
• Ensure union representatives are part of the specialized teams relating to activities within their unit. Union Representatives are to being the member lens, member perspective and advocate for an organizing approach to member interaction within the LR and bargaining processes.
• Oversee the work of union representatives related to initial grievance handling, with a specific focus on grievance handling for stewards.
• In collaboration with the Director of Labour Relations, identify key LR themes and issues, and plan LR actions and strategies to mitigate impact.
• In collaboration with the Director of Labour Relations, serve as the point of contact for employer representatives regarding LR matters.
• In coordination with the other Service Teams, execute the Steward Training and Development plan.
• Focus on steward utilization through active management of union representative’s activities, grievance handling and workplace level LR interactions. Including annual KPI assessments of stewards, and utilization benchmarks.
• Realize our goal, through training and utilization of stewards, of all Step 2 being led by stewards.
• Identify opportunities for enhancement of our steward facing programs, communication, and engagement.
• Design and implement training programs for Service Teams and union representatives to enhance their skills and knowledge.
• Stay informed about industry trends, labour laws, and best practices to keep the team updated.
• Execute continuous steward leave programs, where high achieving stewards are on long-term LOA shadowing union representatives.
• Instill a culture of mentorship, growth, and member development within the servicing team.
• Ensure a consistent, workplace-based communication process within the respective servicing team. Working with the union representatives, ensure the content is relevant, focused on member engagement, union services, ongoing issues, and union responses and overall, a demonstration of our union’s understanding of the workplace, member-centric approach, and the union ecosystem.
• Champion consistent communication within the servicing team, ensuring relevant updates, organizational events and programs, process improvements are communicated regularly to the team.
• Ensure communication channels are open and accessible to members, stewards, and staff team members.
• Other duties as assigned.

Benefits

• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation and sick leave benefits, inclusive supplemental unemployment benefits
• Fully sponsored employer pension plan
• Investment in employee growth — personal and professional development options

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed