Manager, Active Healthy Living Centre

University of Toronto•Toronto, ON

1d•CA$83,560 - CA$139,264•Onsite

About The Position

The University of Toronto’s Faculty of Kinesiology and Physical Education is globally recognized for developing and advancing knowledge about the interactions of physical activity and health through outstanding undergraduate and graduate education programs, cutting-edge research and the delivery of sport, recreation and high performance athletic opportunities for students, staff, faculty and community members across the three campuses. In achieving this vision, the Faculty is guided by values of integrity, respect, equity and diversity. kpe.utoronto.ca. YOUR OPPORTUNITY: Reporting to the Director, Active Healthy Living, the incumbent is responsible for the day-to-day information, registration, and membership services functions of the Faculty of Kinesiology and Physical Education (FKPE) as they are provided in the Athletic Centre (AC), Varsity Centre (VC), and Goldring Centre for High Performance Sport (GC). In addition to operational leadership for information, registration, and membership services, the Manager provides strategic oversight for the Active Healthy Living Centre as a student-centred hub for active living and wellbeing. The role integrates customer experience, physical activity promotion, student wellbeing, equity and access, and cross-campus collaboration to ensure students can easily navigate and engage with opportunities that support lifelong healthy living. The Manager understands and creates a seamless standard experience for all customers, including: students, program participants, staff, community members, and guests from initial product and service awareness to final uses. The Manager provides superior customer experience, resulting in customers becoming advocates for the University of Toronto Sport and Recreation, creating positive word-of-mouth referrals, retention and profitable growth. The incumbent leads the development and continuous improvement of consistent service excellence. They are responsible for developing practices and procedures related to exemplary customer experience while managing inquiries and feedback from current and prospective members and for promoting customer service throughout the organization. The Manager ensures that the appropriate complement of staff is always available and leads full and part-time staff on a daily basis. The Manager demonstrates the responsible, efficient and cost-effective operation of the unit, providing information and recommendations for short and long-term budget plans, and ensuring that target budget revenue targets are met. The Manager advances a welcoming, inclusive service environment that reduces informational, administrative, and participation barriers, and ensures students receive clear, accurate, and timely guidance regarding wellness, recreation, and active living opportunities across campus.

Requirements

University degree in Recreation or Sport Management, Kinesiology, Leadership, Education or equivalent combination of education and experience required.
A minimum of three years of experience in administrative management is required, including staff supervision and development.
At least one year of experience in a high-volume reception and customer service environment.
Demonstrated experience in financial management, including budget development and oversight.
A minimum of one year of experience in movement promotion, recreation program leadership, student wellbeing, physical activity programming, or a related post-secondary service environment is required.
Experience using service, participation, and feedback data to assess trends and improve service delivery is also required.
Proficiency with Fusion Recreation Management Software is essential.
Knowledge of physical activity and wellbeing guidelines related to student and community active living.
Ability to apply principles of equity, inclusion, accessibility, and barrier reduction in service delivery and staff leadership.
Superior customer service-oriented skills and be able to effectively articulate and demonstrate a customer service centric focus.
Effective oral and written communication, interpersonal and sound decision-making and problem-solving instincts.
Ability to work independently and under pressure.
Ability to build collaborative partnerships across departments in support of integrated student wellbeing and service navigation.
Effective time management, scheduling, and planning skills required.
Effective negotiation and diplomacy skills.
Must demonstrate a commitment to equity and diversity in an educational sport and recreation environment.
Knowledge of the University and its physical activity and sports programs.
Ability to manage conflicting priorities and deadlines.
Must be well-organized, able to multi-task, and set priorities to provide timely, accurate, and courteous service.
Must have an understanding of the university.

Nice To Haves

Experience with ROSI or another student information system is considered an asset.

Responsibilities

Responsible for the day-to-day information, registration, and membership services functions of the Faculty of Kinesiology and Physical Education (FKPE) as they are provided in the Athletic Centre (AC), Varsity Centre (VC), and Goldring Centre for High Performance Sport (GC).
Provides strategic oversight for the Active Healthy Living Centre as a student-centred hub for active living and wellbeing.
Integrates customer experience, physical activity promotion, student wellbeing, equity and access, and cross-campus collaboration.
Creates a seamless standard experience for all customers, including students, program participants, staff, community members, and guests.
Provides superior customer experience, resulting in customers becoming advocates for the University of Toronto Sport and Recreation.
Leads the development and continuous improvement of consistent service excellence.
Develops practices and procedures related to exemplary customer experience while managing inquiries and feedback from current and prospective members.
Promotes customer service throughout the organization.
Ensures that the appropriate complement of staff is always available and leads full and part-time staff on a daily basis.
Demonstrates the responsible, efficient and cost-effective operation of the unit.
Provides information and recommendations for short and long-term budget plans, and ensuring that target budget revenue targets are met.
Advances a welcoming, inclusive service environment that reduces informational, administrative, and participation barriers.
Ensures students receive clear, accurate, and timely guidance regarding wellness, recreation, and active living opportunities across campus.