As Senior Manager, Service Centre for the Integrated Service Centre (ISC) since July 2020, Alice provides comprehensive strategic leadership and direction for the operations of the ISC, as well as plays a pivotal role in determining the evolving service support requirements to create an optimal support experience for the community. Alice shares her thoughts on how she and her team are taking their learnings forward to empower the community to make the most of the ISC’s self-service offering.
Tell us about a typical day working at the ISC.
On a typical day at work, we are inundated with tickets and remain focused providing support that is consistent and effective for the community. In tandem, we work to capture common trends and concerns so that we can develop a methodical approach towards how we provide support. Quality of service is of utmost importance to us, and we frequently gather insights into major call drivers to determine how we can streamline our processes. As a team, we are committed to building strong working relationships with the community.
What have been some of your learning experiences over these months?
The past few months have been a great learning experience, right from hiring our wonderful team and understanding different nuances of employment types and access across the community to managing business processes each day. Our collaborative team is constantly thinking of innovative ways in which we can apply our learnings towards providing the community with a seamless service experience. At this point, we are in discussions to create a framework that will allow us to simplify the employment management process, which will in turn help us develop an effective onboarding plan for our future colleagues.
What are some of your future plans for the ISC?
It’s been a privilege working in this role and I am excited about what the future beholds.
The ISC team is undergoing a cultural change and our vision is to empower the community through our self-service approach. Moving forward, we will work towards driving community understanding and awareness about how best they can use the UBC Self-Service portal, right from keeping in touch with us to making updates and finding a resolution. Our top priority is to make the portal robust and easy to navigate.
I am confident that with the support of our wonderful leadership team, dedicated colleagues and the patience and understanding extended by the community, especially in the remote working world, together we will be able to bring our vision to fruition.
What is your mantra for success?
Live the best life you can and create the best version of yourself–inside and outside of work. Remain committed to contributing to a greater goal every day, pursue your passions and always do what you love.
As a strong advocate of holistic wellness, I see myself continuing to help building others through our interactions.