Associate Director, Business Services

Your Opportunity

Functions and Duties

1. Strategic Leadership & Institutional Alignment
2. Provides leadership in the strategic planning and development for all Business Services units, ensuring operational alignment with the College’s long-term goals.
3. Champions integrated, student-focused service models that enhance campus life and support academic delivery.
 
1. Comprehensive Portfolio Oversight
2. Oversees a broad portfolio of diverse Business Services, including:
Campus Stores: payment solutions, vendor partnerships, digital locker management, and revenue generating retail operations with approximately 2 million dollars in annual sales, procurement of textbooks and general merchandise, e-commerce;
Food Services: payment solutions, vendor partnerships, and revenue generating internal and contracted food services operations, concessions, and vending with approximately 1.5 million dollars in annual sales;
Central Stores: Fleet vehicle management, internal mail distribution, digital locker management, warehouse management, and central shipping and receiving services for all campuses;
Print Services: Contracted Fleet Print operations for printing and convenience copying, print cost recovery, and related service coordination;
Card Services: Oversight of campus card services related to payments and identification, in collaboration with Security and Emergency Services regarding access control.
2. Leads the development and execution of comprehensive service strategies that balance operational excellence, fiscal responsibility, and customer satisfaction.
3. Serves as key decision-maker for service innovations, development and execution of strategic revenue-generating initiatives, vendor partnerships, and ensuring alignment with institutional priorities.
 
1. Financial & Resource Management
2. Leads the financial planning and budget management for multiple business units, ensuring financial goals are met and that resources are allocated effectively across all service areas.
3. Evaluates financial performance, identifies areas for cost optimization, and implements measures to drive profitability while maintaining service quality.
4. Develops and manages strategies for sustainable revenue generation, leveraging opportunities for growth and expansion within each service area while maintaining cost-effective operations.
 
1. People & Organizational Development
2. Provides high-level leadership and direction for all teams within the Business Services portfolio, promoting a culture of professional growth, service excellence, and innovation.
3. Oversees recruitment, talent development, and performance management for staff across all operational units.
4. Cultivates a high-performance team environment by empowering staff, driving engagement, and fostering a culture of accountability, collaboration, and continuous improvement.
 
1. Strategic Vendor and Stakeholder Relations
2. Leads the negotiation, development, and management of strategic vendor contracts and service agreements, ensuring alignment with the College’s objectives, applicable regulatory requirements, procurement expectations, and financial goals.
3. Maintains effectives relationships with contractors, vendors, partners, government agencies, and external stakeholders to support services delivery, issue resolution, and shared operational objectives.
4. Serves as the College’s primary point of contact for high-level vendor interactions and resolution of any significant issues related to contracts, service quality, or performance.
 
1. Operational Excellence & Regulatory Compliance
2. Drives operational excellence by setting and monitoring key performance indicators (KPIs) for service delivery, financial performance, and customer satisfaction.
3. Identifies risks related to operations, policy compliance, and service disruptions, and leads efforts to mitigate those risks while ensuring business continuity and minimizing disruptions.
4. Champions the development and implementation of policies, procedures, and best practices that uphold the College’s standards of excellence and compliance with relevant legislation.
 
1. Service Innovation & Digital Transformation
2. Leads digital transformation initiatives across all Business Services units, integrating new technologies, automation, and data analytics to enhance operational efficiency and service delivery.
3. Champions service innovation, particularly in the areas of e-commerce, online retail, contactless transactions, and digital platforms, driving continuous improvements in service quality and operational processes.
4. Stays ahead of industry trends, identifying emerging technologies and best practices that can be leveraged to further Business Services strategic goals.
 
1. Cross-Functional Leadership & Stakeholder Relations
2. Assumes Director-level responsibilities and leadership in the absence of the Director, Ancillary & Business Services to maintain consistent management and operational continuity.
3. Actively contributes to cross-functional committees and strategic planning initiatives, ensuring that Business Services play a vital role in supporting the College’s institutional priorities.
4. Collaborates with key stakeholders across departments (e.g., Finance, IT, Student Services, Facilities) to ensure that Business Services are integrated seamlessly into the broader institutional framework.
5. Represents the College’s interests at industry forums, conferences, and meetings, strengthening the institution’s visibility and reputation in the academic and Business Services sectors.
 
1. Compliance and Governance
2. Supports the development, maintenance, and consistent application of Business Services policies and procedures to meet institutional requirements, industry standards, and applicable legal obligations.
3. Ensures that all Business Services units adhere to collective agreements, industry regulations, and institutional policies, mitigating any legal or regulatory risks.
4. Acts as a key advisor and escalation point for complex operational challenges and customer service issues.
 
1. Change Management and Continuous Improvement
2. Leads change initiatives within the Business Services portfolio, ensuring smooth transitions during organizational changes or shifts in operational priorities.
3. Fosters a culture of continuous improvement by leading initiatives to enhance operational processes, service delivery, and customer satisfaction.
4. Uses data-driven insights to drive innovation, assess performance, and refine strategies, ensuring that Business Services adapt to evolving campus needs and market trends.
 

Education and Experience

• Undergraduate degree in a relevant field (e.g., Commerce, Business Administration, Retail Management).
• A minimum of 7 years of progressive leadership experience in managing multi-site or multi-unit Ancillary & Business Services operations, including Campus Stores, Central Stores, Food Services, Fleet Management, or Card Services, preferably within a public or post-secondary institution.
• Strong financial acumen with a track record of managing complex budgets and achieving revenue goals.
• Extensive experience providing strategic oversight in customer experience and revenue-generating environments, including service delivery optimization, procurement strategies, inventory management, merchandising, marketing, and vendor performance in complex, multi-stakeholder settings.
• Demonstrated success in vendor negotiation, contract management, and service modernization.
• Experience leading organizational change and implementing technology solutions across diverse business units.
• Proven ability to build high-performing teams and foster a service-driven culture, preferably in a complex, unionized environment.
• Exceptional communication, strategic thinking, and stakeholder engagement skills.
• A valid Class 5 BC Driver’s License, as travel to regional campuses in Penticton, Vernon, and Salmon Arm will be necessary.

Skills and Abilities

• Strategic Leader: proven strong leadership and management competencies with the capability and capacity to deliver on strategic and operational objectives.
• Commitment to equity, diversity, inclusion and social justice: a role model and champion for change with demonstrated experience and commitment embedding EDISJ into practices and processes.
• Strong Team Mentor: demonstrated ability to develop and lead strong teams built on trust and respect, fostering a collegial and collaborative environment.
• Excellent communicator: strong written, verbal, negotiation, and influencing skills to build effective relationships with internal partners, vendors, contractors, service providers, and campus stakeholders.
• Trustworthy decision-maker: provides creative solutions to complex problems and able to effectively integrate process and technology, analyzing data to meet operational needs and drive results.
• Effective Manager: demonstrated knowledge and skills in strategically applying or managing financial, governance and quality management systems to support organizational efficiency and effectiveness; effectively manage projects and prioritize objectives under pressure.
• Creative and Innovative: demonstrated ability to develop and assess new approaches to complex organization processes, define standards of excellence, and implement efficient services or processes.
• Effective conflict management and dispute resolution with demonstrated experience administering collective agreements.
• Technically competent: excellent computer skills with proficiency using Microsoft Office and online collaborative platforms; skilled in analysis of data and generating reports.

Our Values

• Students first: Creating meaningful life-long educational opportunities of the highest quality for alumni, current, and future students is at the heart of everything we do.
• Community: We are one College. We enthusiastically embrace the opportunity to work with, learn from, and support everyone we encounter collaboratively and collegially.
• Respect: We welcome, embrace, and celebrate that which make us unique in creating an environment in which every individual is valued, affirming our commitment to human dignity for all.
• Courage: We are courageous in our actions in areas that contribute to positive change in our communities and beyond. We have the courage to be vulnerable. We are truthful, sincere, and act ethically with honesty and fairness.
• Relationships: We steward meaningful relationships built on a foundation of reciprocity. We are compassionate, empathic, and care for the holistic well-being of students, employees, community members, and the land.
• Distinction: We choose activities in which we can achieve excellence and positively impact society.