Client Services Manager - FACTOR
LOCATION: TORONTO, ON
START DATE: SUMMER/FALL 2019. THE POSITION IS CURRENTLY AVAILABLE.
FACTOR (the Foundation Assisting Canadian Talent on Recordings) is a public/private partnership that supports the production of sound recordings by Canadian musicians and helps Canadian music companies make recordings available to a wider public.
FACTOR is committed to reflecting the diversity of the Canadian population in its programs and operations. We are committed to ensuring universal access to all funds and services, including all musical expressions and talent. We will also in our work encourage these values of diversity and inclusiveness within the broader Canadian music sector.
We are dedicated to providing assistance toward the growth and development of the Canadian music industry. We administer funds from the Department of Canadian Heritage through the Canada Music Fund, and from Canada’s private radio broadcasters. FACTOR has been managing federal funds since the inception of the Sound Recording Development Program in 1986 (now known as the Canada Music Fund).
Support is provided to Canadian recording artists, songwriters, artist managers, record labels, music publishers, distributors, and event producers through numerous programs. Whether an artist is looking to record a few tracks, a full length sound recording, market and promote an existing album, or showcase and tour at home or abroad, funding is available. FACTOR supports the infrastructure that must be in place in order for artists and music entrepreneurs to progress into the international arena.
FACTOR maintains an office and staff in downtown Toronto, along with Regional Education Coordinators (RECs) located across Canada. We are governed by a Board of Directors with representatives from the radio broadcast and independent music sectors, with consultation from our National Advisory Board, comprised of representatives from the provincial and territorial music industry associations, the Canadian Independent Music Association, the Canadian Music Publishers Association, and the Music Managers Forum.
Reporting to the Director of Operations, the Client Services Manager is responsible for the professional and efficient supervision of personnel, operations, procedures, and resources within the Client Services Department. This position oversees a team approaching a dozen employees including an Assistant Manager; a Jury Supervisor; and Project Coordinators. Client Services is the largest department at FACTOR, responsible for issuing $18M in program funding in the current fiscal year.
In addition to managing internal processes, this position is responsible for broad range of client relations, liaising with various stakeholders, and making recommendations of funding to the Board of Directors.
The Manager, Client Services is a member of the management team, participating in strategic planning, program review, hiring, budgeting initiatives, and organizational problem solving.
- Significant professional experience in an administrative environment
- Minimum 5 years’ experience managing and leading a small, skilled team
- Strong knowledge of Canadian music industry and Canada’s cultural funding policies and objectives
- Excellent communication skills, both written and verbal
- Strong computer skills, especially Windows and MS Office suite
- Professional experience with funding organizations
- Project administration experience, including budget management
- Post-secondary education in a relevant field
- Business planning and financial management experience
- Non-governmental organization experience
- Board or committee experience
- Experience managing remote workers Microsoft Dynamics 365 or similar ERP/CRM systems experience
- French language proficiency
- Oversee Project Coordinator workflow and workload; coordinate client transfers
- Promote a work culture of self-sufficiency for empowered, independent employees
- Develop and maintain training materials for the department
- Communicate job expectations; enforce service and productivity standards
- Monitor internal processing deadlines and adjust requirements as needed
- Coach direct reports in their personal performance and professional development goals
- Conduct regular performance reviews; make annual salary review recommendations
- Coordinate professional development and learning opportunities
- Resolve staff conflicts with assistance from management team and HR consultant if necessary
- Maintain personnel records (attendance, disciplinary issues)
- Participate in hiring processes for positions within the department
- Work collaboratively with staff and the management team to ensure harmonious delivery of client services
- Understand requirements, eligibilities and forms relating to programs and advise staff and applicants accordingly
- Make decisions on and respond to complaints and complex file issues; problem solve for external clients, Board and management
- Prepare recommendations of funding for Board of Directors; coordinate approvals process
- Develop and implement file processing procedures and service delivery tools to ensure superior customer service in a professional and knowledgeable manner
- Attend and participate in meetings of the Board of Directors and the Board’s Program Review Committee; communicate resulting decisions and action items to Client Services Department
- Report and make recommendations to solve IT-based problems; work with the IT Manager to maximize tech efficiency
- Meet with applicants, other agencies, organizations, or groups to inform on programs or discuss funded projects as required
Working Conditions and Environment:
35 hours per week. FACTOR offers flexible work hours between 8am and 6pm.
Evening and weekend work, plus travel occasionally required when representing the organization at industry events.
FACTOR prioritizes work-life balance and supports physical and mental wellness. FACTOR provides increasing vacation time and paid absence days for all employees. Following a 3-month probation period, employees have access to a generous group insurance benefits package (including drug, dental, extended health care, health spending account, life insurance, ADD, critical illness, and an employee assistance program). Following the completion of two years, employees receive an ongoing RRSP amount equal to 5% of salary.
How to Apply:
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.
FACTOR is committed to providing accommodations throughout the interview and employment process. If you require an accommodation, we will work with you to meet your needs.