Service Delivery Coordinator

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.

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.

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.

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

• 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.

Personal Attributes:

• Good judgement, relationship-building skills, and fully capable of working in a multi-disciplinary team-oriented, virtual environment as well as in an independent and self-directed manner.
• Strong sense of personal responsibility and accountability for delivering high quality work.
• Passion and commitment to sustainability and the CAGBC’s mission.