Job Title: Operations & Communications Manager – Watoto Canada
Reports To: Country Director
Department: Operations & Communications, Watoto
Location: Hybrid (Office in Burlington, Ontario)
Schedule: Monday to Friday
Main Job Purpose (Operations):
The Operations Manager is responsible for overseeing the safe, efficient and cost-effective operation of the Burlington office, including maintenance and upkeep of its infrastructure, equipment, and premises. The Operations Manager is responsible for the supervision of all non-finance staff. Human resource duties are also an aspect of this position.
Main Job Purpose (Communications):
To be the main representative and administrator of communications for Watoto Canada.
Statements of Responsibility:
Operations:
- Supervise the following roles/areas: Reception/Administration (if applicable); Choir Tour Coordinator; Sponsorship Coordinator; Visit Watoto Coordinator; Communications; Operations. Provide feedback, organize check-in meetings, and monitor results. Liaise with each staff member to problem solve, make decisions, and implement strategy as directed by the Country Director.
- Liaise with the Director of Finance and Country Director on the implementation of strategy and new policies/procedures; assist with annual budgets and expense management
- Always strive to improve office efficiencies, streamline processes, minimize costs, and increase customer satisfaction (both internal and external) and uphold Watoto Core Values
- Maintain office systems and databases. This includes serving as the Watoto Canada Office WISE manager and Blackbaud Raisers Edge database manager
- Liaise with office staff and outside businesses/contractors regarding IT issues: network/server, computer hardware and software, back-up system, website and online database
- Maintain phone systems, voicemail and cell phone assignments
- Liaise between landlord, repair technicians and office staff regarding building maintenance and scheduling (lights, electrical, plumbing, HVAC, physical structure, fire extinguishers and inspections/testing) (task shared with Country Director)
- Liaise with building contractors regarding interior building projects and renovations (eg. project management)
- Be responsible for organizing janitorial services and office supplies
- Main/secondary contact person for the security system, respond to alarm alerts during closed hours
- Assign keys and alarm codes and maintain records of all assignments
- Receive and maintain current records of all staff User IDs, passwords, and access codes for all their various accesses (server logins, software requiring passwords, credit card numbers, shopping/travel reward memberships, etc.)
- Configure Square terminals and manage all technology equipment for Choir, general events, and all staff in conjunction with Choir Tour Coordinator
- Manage Square – the POS & Online Sales (seasonal) platform used by the Choir
- Organize print jobs and assist with the planning and execution of major projects, initiatives or campaigns (e.g. Golf Challenge/ Spring Fundraising Gala)
- Liase with Uganda Head Office regarding the purchase of Neighbourhood product. Make arrangements with our broker (currently Livingston International) to ensure the importing of all product from Uganda into Canada is done in an efficient manner with minimal disruptions and according to Canadian import laws.
- Assist the Choir Tour Coordinator and Finance Director with determining retail pricing for all merchandise. Assist the Choir Tour Coordinator with taking inventory of all merchandise
- Assist the Finance Director with payroll each cycle (twice monthly) using ADP TeamPay
- Approve and manage all non-finance staff vacation requests. Assist the Finance Director with tracking all staff vacation requests in ADP eZLabor
- Register and assist with logistics for Watoto when at prominent conferences throughout Canada
- Liaise with the Finance Department effectively and in advance regarding travel plans, credit card limit needs
- Liaise with the Watoto office staff regarding travel schedule and in office/out of office schedule as well as sick leave and vacation.
- Arrange for CD and vinyl duplication of albums (including artwork and audio files) to be produced through a CD duplication company. Purchase all mechanical licenses as required.
- Arrange for payment of royalty fees and profit-sharing fees to Uganda as applicable
- Assist the Choir Tour Coordinator with the following tasks:
- Submit product orders to the Uganda office to ensure adequate time for order completion; assist choir with initial product display and setup
- Order in country merchandise
- Manage inventory: Track sales, profit margins, profit & loss forecast, etc.
- When requested, assist Country Director with hiring & managing Bus/Truck Driver(s)
- Create and maintain in country manual for choir in conjunction with the finance and sponsorship team
- variety of additional tasks/duties that arise
Human Resources:
- In cooperation with the Country Director, determine and update office policies and procedures manual and ensure staff compliance.
- Help with pre-hire human resource issues, including drafting employment ads, screening resumes and interviewing prospective employees; assist in the hiring decision-making process
- Oversee orientation of new employees and keep orientation package up to date.
- Liaise with the Director of Finance to maintain accurate records and secure storage
- Communicate with employees about human resource and code of ethics issues as they arise, working to resolve all issues and apply disciplinary measures if required according to policy guidelines in conjunction with the Country Director.
- Draft job offers and other notices etc.
- Act as a resource to staff for questions regarding extended benefits or other human resources related questions
- Additional related tasks as they arise
Communications:
- Be the main contact for all communications related activities and materials for Watoto Canada.
- Work strategically with the Country Director and the Watoto Global Communications team on Communications plans and initiatives.
- Assist with minor graphic design edits to support Watoto Canada’s activities, with the commitment to ensure the proper approval process from Uganda is followed. Assist with the Country Director’s annual report to the board of directors
- Manage the annual strategic communications plan from Uganda.
- Manage monthly emailers (sometimes less frequent) for Baby Watoto, Neighbourhood Mother and Watoto Childcare updates. Proofread all emailers and schedule to be mailed out via email marketing platform such as Constant Contact and Raiser’s Edge
- Post to all Watoto Canada social media platforms (Facebook and Instagram) regularly using Meta Business Suite and respond to any inquiries received from followers.
- Manage all aspects of the large-scale annual Christmas Mailout project to Sponsors and Donors and work with local printing company
- Proofread all other materials sent by Uganda and Global Communications Team
- Help plan and manage strategic fundraising campaigns and strategic advertising/marketing campaigns including all email campaigns, sometimes in conjunction with a third-party event planner
- Assist with choir communications.
- Travel as needed to assist with the Choir arrival and departure (usually one week in January and one week in July)
- Ensure thank you letters for major donors are sent using Raiser’s Edge
- Ensure professionalism of communication from all departments.
- Liaise with the Country Director and the Choir Tour Coordinator regarding the choir schedule across Canada.
- Raise funds for Watoto through strategic relations and communications initiatives. Set goals with the Country Director each year and provide updates of progress (net and gross) on a regular basis to the Country Director
- Assist the Communications and Sponsorship Teams in Uganda with annual update proofreading and edits (sent in April/May) Coordinate the distribution of Annual Update to all sponsors, both digitally and by mail
- Upload all choir concert dates to the Watoto website using WordPress
Relationships and Contacts:
- Canadian Country Director, Director of Finance, all office staff, landlord, outside businesses and contractors, other Watoto International staff
Qualifications, Experience and Skills/Abilities Required for this Position:
- Strong professional communication skills, both written and verbal
- Excellent customer service understanding and practices
- Ability to lead people and chair meetings
- Ability to see the “big picture” and learn/embrace the vision of Watoto
- Organized, efficient, eye for detail and accuracy, good record keeping, sound administrative and computer skills
- Highly motivated and results-oriented
- Knowledge/Understanding of what is needed to run an efficient office
- Knowledge/Understanding of infrastructure and IT issues, and operation of business machines
- Proven ability in a management position within an organization an asset
- Ability to resolve employee issues with confidentiality, respect and diplomacy, in compliance with office policies
- Current knowledge of Canadian labour and ESA laws an asset
- Self-motivated, passionate, friendly, personable, and creative.
- Well organized and attentive to detail. Able to work within set timelines
- Ability to work towards and achieve clear targets.
- Ability to simultaneously and effectively oversee multiple tasks
- A strong focus on the value and importance of building and maintaining long-term relationships.
- Experience using Microsoft Office programs (Word, Excel, Outlook). Technology savvy and comfortable utilizing an online database, knowledge of social networking such as X (Twitter), Facebook, Blogging, and other online media.
- A working knowledge of Blackbaud Raiser’s Edge an asset
- Ability to take initiative and work well under supervision or independently
- Ability to liaise well with multiple stakeholders
Working Conditions
In-office at the Burlington, Ontario office one to two days per week. (may increase with notice) Working from home other days (Monday to Friday) Communication takes place through Microsoft Teams, by phone, email and in person. Travel is required a few times a year. International travel may be required on rare occasions.