Director, Process Improvement and Client Orientation

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Position Summary:
Reporting to the Senior Director, Strategy and Operations, and using data-driven assessment frameworks, the Director, Process Improvement and Client Orientation is responsible for building a culture of client-facing process efficiency and effectiveness within the Vice-President Administration and Finance (VPAF) sector, in support of the University’s evolving academic mission. The incumbent will champion and lead the implementation of administrative efficiency activities within the sector while fostering a culture of collaboration, accountability, and continuous improvement. This position will oversee transformational initiatives and projects within the VPAF sector Working Groups with a liaison function to the university’s Institutional Transformation Project Office, ensuring alignment with university priorities and leveraging resources. The Director will provide expertise in process improvement based on qualitative and quantitative data analysis and ensure that identified areas for improvement are monitored and continuously evaluated. The position will oversee a data analyst.
Primary Responsibilities:

• Lead Working Groups and sub-groups within the VPAF sector to drive efficiency and targeted administrative projects aligned with institutional objectives.
• Oversee the evaluation of the effectiveness of selected business processes and procedures within the VPAF sector to identify inefficiencies, bottlenecks, and opportunities for improvement, and develop solutions to streamline activities.
• Lead benchmarking exercises to compare internal business processes with industry best practices, where available. Recommend and monitor the implementation of enhancements.
• Utilize metrics and performance indicators to track progress and ensure alignment with the University’s strategic priorities.
• Promote a client-centered approach across the VPAF sector by ensuring that process improvements enhance the experience and satisfaction of internal clients.
• Integrate the University’s Enterprise Risk Assessment exercise into process improvement and performance monitoring efforts, ensuring that, where possible, processes mitigate risks and enhance operational resilience.
• Foster collaboration across sub-units, ensuring that stakeholders are aligned and working towards common goals.
• Facilitate the removal of barriers that hinder collaboration across different units and areas of the University.
• Develop terms of reference and manage the VPAF Client Advisory Committee to promote and engage on all priority projects, processes reviews, and new initiatives being developed in support of the university’s academic mission. 
• Participate, as representative of the VPAF, in select University committees and Working Groups.
• Manage and resolve issues with relevant stakeholders to ensure alignment on project goals, timelines, and resource allocation.
• Establish and monitor key performance indicators (KPIs) to evaluate the success of process improvement initiatives.
• Prepare and present reports to senior leadership, providing insights into progress, challenges, and areas for further development.
• Manage a data analyst.
• Provide guidance, training, and support to staff on process improvement methodologies.
• Act as a resource to OVPAF senior leadership and unit heads on best practices and subject matter expertise in process improvement, assessment and evaluation.

Education and Experience:

• Degree in Engineering, Math, Science, Computer Science, Data Analytics, Economics, Business, Commerce, or related domain
• Combination of skills developed by way of education and experience in data science, analytics, process design, systems thinking, or project management
• Demonstrated experience in designing business processes that enhance end-user experience and improve workflow efficiency.
• Experience with facilitating and leading groups at various levels of management towards a given goal   

Other Qualifying Skills and/or Abilities

• Certification in process improvement methodologies such as Six Sigma or equivalent methodologies.
• Demonstrated success in working with complex, cross-functional programs and teams.
• Strong understanding of assessment and evaluation methodologies
• Strong analytical skills (qualitative and quantitative) with the ability to reason and recognize assumptions
• Proficiency in analyzing, documenting, and mapping operational processes through workflows.

• Fast learner with clear critical thinking skills
• Effective and concise communicator
• Ability to take ownership of challenges and take appropriate action
• Strong communication and interpersonal skills, with the ability to work collaboratively with various stakeholders
• Proficiency in using IT solutions for assessment and evaluation

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance) (if eligible)
• Defined contribution pension plan (with employer contribution up to 10%) (if eligible)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.
Knowledge of English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level #3 on a scale of 0-4 .
For a definition of our language proficiency levels, please click here .

Minimum Education and Experience:

Bachelor's Degree 8 Years Related Experience with Bachelor’s Degree /

Annual Salary:

(MPEX Grade 09) $111,430.00 - $139,290.00 - $174,110.00

Job Profile:

MPEX-IST4J - IT Analytics & Planning - Professional 4

Hours per Week:

33.75 (Full time)

Supervisor:

Senior Director, Strategy and Operations

Position End Date (If applicable):

Deadline to Apply:

2025-03-03

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, accessibilityrequest.hr@mcgill.ca .