Student Experience Operations Manager, Bcom

2 weeks ago

Hamilton, Canada McMaster University Full time

The Student Experience team at the DeGroote School of Business supports students in all programs, including undergraduate, MBA, BLPT MBA, Master of Finance, MSc in eHealth, Graduate Diploma in Public Accountancy and PhD. The team operates in three distinct offices across two campuses. Services include; recruitment and admissions, program management, academic advising, student retention strategies, career and professional development, work-integrated learning programs (including internship and co-op), international exchange, skill development learning and champions DeGroote’s student life and clubs activities.

In particular, the BCom Academic team supports a growing undergraduate population with diverse needs. The BCom programs (Commerce and IBH) are focused on providing undergraduate students with the knowledge and skills they need to launch their career of choice at graduation. Programs are delivered on McMaster’s main campus and benefit from significant support from the Student Experience team and resources from our campus partners.

JOB SUMMARY:
Reporting to the Manager, Undergraduate and Specialized Graduate Programs, and working closely with faculty and community partners, the Student Experience (SE) Operations Manager, Undergraduate Programs (BCom) oversees the day-to-day supervisory operations of the team while upholding AACSB accreditation requirements. This requires annual reporting and tracking of key metrics/performance indicators, including the fulfilment of assurance of learning outcomes (requirement of AACSB accreditation). This reporting will be provided to the Manager, Undergraduate and Specialized Graduate Programs who is ultimately responsible for the unit’s strategy.

The SE Operations Manager, BCom ensures that the objectives of the BCom Academic team are achieved with respect to operational program delivery, its service delivery model, talent management and student communications strategies.

PURPOSE AND KEY FUNCTIONS:
The SE Operations Manager, BCom is responsible for providing effective management of program functions including program administration, logistics, student support, student information management, student communications and general administration. These duties are fulfilled in compliance with university policy and employment agreements and ultimately provide for high levels of team cohesion, effectiveness and efficiency within a collegial and collaborative environment.

**Program Management for BCom Academic Activities**
- Oversee the delivery of academic student services for BCom programs.
- Implement the policy decisions taken by the Faculty and University with respect to undergraduate students.
- Accountable for tracking performance metrics of academic advising service levels. Responsible for establishing, maintaining and ensuring adherence to standard operating procedures, best practices and processes in a way that is compliant with McMaster policy or regulation.
- Act as back-up support to the Manager, BCom Programs for meetings with Associate Dean (Academic) on changes to the undergraduate curriculum or University Committees involving undergraduate matters (ie. Undergraduate Council, Enrolment Management Team)

**Financial and Human Resources**
- Assess and recommend plans for the effective and efficient delivery of academic support services, including exchange program activities.
- Provide effective coaching and direction to their direct reporting staff including the development of goals and objectives and provides appropriate feedback on performance. Act as the first point of contact for all staff and labour related issues related to the areas of accountability.
- In partnership with the Manager, Undergraduate and Specialized Graduate Programs is responsible for the recruitment, selection, hiring and training of new staff and makes recommendations to the Manager regarding any staffing levels changes to support new/incremental programs.
- Ensure that procedures enhance accountability, productivity and ensure the flawless execution of all program management services. Perform analysis of results against targets and address gaps with team members to enhance performance.
- Collect, analyze, assess and summarize information from a variety of sources. Approve recommendations within a defined scope of authority or presents recommendations to senior management for approval.

**Academic Advising**
- Determine, develop and implement continuous improvement programs that ensure superior service levels for all DeGroote students in the area of academic advising.
- Overall accountability for ensuring that all student academic matters are discharged in a manner consistent with all DeGroote and McMaster policies.
- Ensure that each student satisfies all program requirements prior to graduation so that accreditation requirements are met.
- Ensure the accurate and sensitive advising of Business undergraduate students on program selection, course selection and graduation requi

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