Bilingual Advisor, Research Administration (Client Service & Support team)

Mitacs; Ottawa; On-site; CAD 78,000 - 94,000; Full time

Job summary

Une organisation de recherche dynamique, Mitacs, recherche un Advisor pour servir de point central de contact avec les administrateurs de recherche dans les institutions académiques partenaires. Le candidat idéal sera bilingue en anglais et en français, ayant au moins 8 ans d'expérience dans un rôle similaire, et capable de gérer efficacement les relations clients tout en contribuant à l'amélioration des processus internes.

Qualifications

• Au moins 8 ans d'expérience pertinente.
• Expérience en administration de recherche dans une institution postsecondaire canadienne est un atout.
• Capacité à penser stratégiquement et à recommander des initiatives.

Responsibilities

• Fournir un excellent service client et gérer les problèmes des clients de manière efficace.
• Développer des relations solides dans d'autres départements pour améliorer les processus.
• Collaborer avec les équipes de développement client et de partenariats académiques.

Skills

Bilinguisme

Gestion des conflits

Communications

Résolution de problèmes

Gestion de projet

Présentation

Relations interpersonnelles

Education

Éducation postsecondaire dans un domaine d'affaires

Tools

CRM et systèmes de gestion des cas

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

POSITION SUMMARY

Reporting to the Manager, Client Service and Support, the Advisor is the central point of contact for Research Administrators at our partner academic institutions.

KEY RESPONSIBILITIES

Client Management

• Provide excellent customer service and address customer issues in a timely and efficient manner.
• Understand the client/stakeholder journey and support academic institution administrators to adhere to Mitacs policies and program guidelines; help onboard new academic administrators.
• Help team members manage and/or resolve client service and support escalations with the appropriate support functions.
• Develop and leverage strong relationships within other departments to accelerate resolution of client escalations and drive process improvements for the team. Collaborate effectively with all internal teams (Academic Partnerships, Business Development, Legal, Technology, Programs, Finance, Grant Management, etc.).
• Mentor and coach new Client Service and Support Specialists.
• Interact with partner postsecondary institutions through CARA, both online and at events.
• Understand academic institution processes at the Office of Research Services (ORS) or equivalent to advise on internal workflows.
• Troubleshoot application and award administration challenges with ORS administrators; assist with issues management when appropriate.
• Communicate with ORS administrators regarding changes to program or award administration guidelines, in collaboration with Business Development and Academic Partnerships colleagues.
• Share valuable reports and information to support proactive management of applications and awards.
• Provide insightful feedback and recommendations to improve external messaging or workflows.

Process Development and Maintenance

• Work closely with the Manager, Client Service and Support, and other internal stakeholders to develop efficient workflows.
• Collaborate with the Client Success and Academic Partnerships teams to develop new case management and knowledge base tools.
• Help develop and maintain SLAs and internal workflows for optimal client service at each stage of the client/stakeholder journey.
• Identify opportunities and propose solutions for service and support improvements, as well as program and policy enhancements.
• Develop client experience insights through metrics, direct interactions, survey data, and internal feedback.
• Proactively identify bottlenecks and troubleshoot issues.
• Become a subject matter expert on post-secondary administrative services and support practices.
• Perform other duties as required.

REQUIRED SKILLS AND EXPERIENCE

• Fully bilingual in English and French. Proficiency in written and spoken English is required as you will interact with colleagues, clients, and stakeholders across Canada.
• Post-secondary education in a business-related field and at least 8 years of relevant experience.
• Experience in research administration at a Canadian post-secondary institution is a strong asset.
• Excellent written and verbal communication skills.
• Strong presentation skills and professional demeanor.
• Strong interpersonal, problem-solving, and conflict resolution skills.
• Experience in stakeholder management, creating engagement plans, and maintaining strong relationships with internal and external stakeholders.
• Strong organizational and time management skills; experience managing projects.
• Ability to think strategically and recommend initiatives and solutions.
• Experience with CRM and case management systems.
• Advanced knowledge of Microsoft Word, Excel, and Outlook.
• Results-oriented and able to work independently and collaboratively across teams.

Hiring Range: $78,640 - $93,385

Transparency about Hiring and Salary Range

Employees are typically hired, transferred, or promoted within the salary range, between the minimum and midpoint.

The salary range encompasses the minimum and maximum base salaries for the position. The midpoint indicates a fully qualified employee with comprehensive knowledge and experience for the role.

In rare cases, we may pay above the range if a candidate's experience and skills significantly exceed the role's requirements.

At Mitacs, equity, diversity, and inclusion (EDI) and decolonization are core values: Equity, Diversity, and Inclusion - Mitacs. We believe a diverse workforce is key to our success. We encourage everyone to apply and to request accommodations during the recruitment process if needed.