JOB OPPORTUNITY

Professionals / Managers & Confidentials – Ancillary Services

Posting Date: October 6, 2025

Closing Date: October 17, 2025

Position Title: Operations Manager, Ancillary Services

Department: Ancillary Services

Appointment Type: Continuing

Classification: PM – 2

Salary: Target hiring range: $75,852.35 - $94,814.77- Range maximum: $118,072.68

Schedule: Full time, Monday – Friday

Victoria University is committed to equity in access to employment and a diverse and inclusive workplace. The University encourages applications from racialized persons/persons of colour, women, Indigenous people, persons with disabilities, 2SLGBTQI+ persons, and others who may contribute to the further diversification of ideas. If you require accessibility accommodation, please contact the Human Resources Department vic.hr@utoronto.ca

POSITION SUMMARY:
Under the direction of the Associate Director, Ancillary Services, the Operations Manager, Ancillary Services, plays a crucial role in ensuring the successful delivery of essential ancillary operations that enhance the overall experience at Victoria University.

The incumbent is responsible for overseeing the 24/7 day-to-day operations and provides oversight of various ancillary services, including residence and front desk services, campus parking services, summer business operations: summer accommodations clients and conferences, campus events space operations, academic bookings, and filming on campus. This role ensures efficient delivery of services while fostering a culture of exceptional customer service and excellence.

The incumbent will be responsible for managing staff, optimizing operational processes, supporting revenue growth while maintaining strong relationships with both internal and external stakeholders. The incumbent fosters an inclusive and supportive workplace culture, ensuring staff deliver high-quality services that drive productivity and promote strong team engagement.

**KEY RESPONSIBILITIES:**Operations Management:

• Manage aspects of Victoria University's year-round ancillary services operations, with a focus on process and fostering a customer service-based culture. This includes residence and front desk services; parking operations; summer business operations; conferences; camps, academic classes and event space allocation operations; festival and film shoots and logistics with a focus on process and quality excellence.
• Manage a team of USW staff and students/casual staff.
• Manage the planning and execution of residence transitions, including move-ins and move-outs, with the focus on the summer hoteling and residence students ensuring smooth and efficient processes
• In collaboration with the Associate Director, develops and implements an operational plan for all summer business operations aimed at delivering a premium experience for groups, guests and event clients, including handling escalated complaints and discrepancies, and negotiating contracts for all business clients.
• Support the Associate Director in auditing and reviewing the documentation and maintenance of effective processes, implementing improvements as necessary for all operations
• Support staff in collecting and analyzing client feedback to identify service gaps and implement solutions that improve residence, event, and parking systems.
• Host and participate in team and inter-departmental meetings as required.
• Ensure the delivery of ancillary services meets with both university and clients’ expectations.
• Facilitate collaborative efforts with various departments and teams, including food services, academic departments, Infrastructure and Sustainability, IT, AV, housekeeping, grounds, security and safety, to support the planning and execution of our business operations. This entails fostering effective communication and coordination among departments to ensure seamless integration of services and resources, ultimately enhancing the overall efficiency and effectiveness of our operations.
• Support the team in managing the relationship with LSM and manage the reservation and allocation of academic classrooms, lecture halls, and seminar spaces to support academic activities and events.
• Support filming and theatre operations as needed.
• Ensuring that ancillary staff complete mandatory training (on Dayforce and H&S), and customer services training.
• Support Associate Director and team in developing and creating intake systems.
• Support staff shifts as necessary to maintain operational continuity and uphold service standards.

Leadership:

• Manage departmental project timelines, priorities, and critical paths for ancillary business initiatives to ensure timely and effective execution.
• Support the Associate Director with managing front desk and space management to ensure high performance through recruitment, training, and professional development.
• Support the Associate Director in providing comprehensive training on operational procedures, emergency response protocols, and customer service standards.
• Support weekend and overnight staff in problem-solving and ensure effective communication and support.
• Conduct workplace health and safety inspections, ensuring compliance with standards.
• Provide leadership in the absence of the Associate Director and support various meetings and initiatives.

Accounting Responsibilities:

• Support the Associate Director in achieving revenue targets and monitoring departmental expenses.
• Manage the daily, weekly, and monthly reconciliation reports for parking, summer residence occupancy, event revenue reports, and occupancy reports.
• Develop efficient electronic invoicing processes for ancillary clients and support accounting tasks with the Business Manager.
• Support staff in client engagement activities including quoting, planning, executing, invoicing, and collecting feedback collection for various clients: summer groups, events, and programs.

Marketing and Sales:

• Collaborate with Associate Director to promote ancillary services across relevant market segments and provide feedback
• Work with Communications to review and update Victoria University's Ancillary Services webpage to provide relevant information.
• Other tasks as required to support the business operations and strategic goals of the University as required.

REQUIRED QUALIFICATIONS:
EDUCATION

• Bachelor’s degree in hospitality, business or an acceptable combination of equivalent experience.

EXPERIENCE

• Minimum of 3 years of progressive management experience in high level residence, hospitality, events and conference business operations planning and logistics, with a strong focus on service excellence and operational efficiency. Knowledge of UofT and the post-secondary environment. Experience supervising union staff in a unionized environment. Solid understanding of the Employment Standards Act. Experience handling confidential information with discretion and professionalism.

SKILLS & COMPETENCIES

• Technical proficiency in software systems including StarRez, conference management platforms, Microsoft Office Suite, and access control systems.
• Proven leadership and team management capabilities, with the ability to inspire, motivate, and develop diverse professional teams.
• Ability to manage conflicting priorities and deadlines, while supervising a group of staff members.
• Experience with project management and applying task coordination skills.
• Sound judgment, adaptability, and a client-focused approach to service delivery.
• Highly adaptable and resilient in fast-paced environments, with the ability to manage ambiguity and embrace change.
• Exceptional organizational and time management skills
• Outstanding customer service skills, with a student- and client-centered approach.
• Advanced problem-solving and decision-making abilities, particularly in managing escalated issues.
• Strong knowledge of health and safety regulations and compliance within a residence setting.
• Deep commitment to equity, diversity, and inclusion, with the ability to embed these principles into residence operations and service delivery.
• Proven leadership and team management capabilities, with the ability to inspire, motivate, and develop diverse professional teams.

TO APPLY:
Internal candidates are asked to submit their applications online by logging onto Dayforce. Please visit https://www.vicu.utoronto.ca/careers/ and click Internal Opportunities to login and apply.

External Candidates may proceed by clicking "Apply " above.

Victoria University thanks all applicants for their interest, however, only those selected for an interview will be contacted.