Team Lead, Graduate Program Officer, Faculty of

3 months ago

Calgary, Canada The University of Calgary Full time

**Description**

**Faculty of Graduate Studies** is currently seeking a Full-time Regular **Team Lead, Graduate Program Officer.**

Reporting to the Manager, Student and Program Support, The Team Lead, Graduate Program Officers has responsibility for coordinating and supervising the delivery of Faculty of Graduate Studies (FGS) Enrolment and Program Support services including admission, registration, fee assessment, program changes, supervision, examinations, and convocation for about 8000 graduate student files in 80+ graduate programs. The Team Lead has a significant impact on multiple stakeholders within FGS and the University, including students, staff, faculty, and senior leaders; guidance and recommendations from the Team Lead influence priorities, procedures, and plans.

This role ensures that FGS graduate program officers and graduate program staff in teaching faculties have appropriate knowledge and access to information and support to perform successfully. The Team Lead oversees the daily work of the Graduate Program Officer team (7), and acts as a mentor to the broader FGS Graduate Student and Program Support team, providing leadership and guidance.

Excellent time management skills are required to balance Team Lead duties (50%) with Graduate Program Officer duties (50%). A high level of concentration is required to handle multiple tasks in a position that is driven by constant deadlines and a high volume of requests from students and graduate programs. Stress levels can be high during busy periods and due to an environment of constant change and shifting priorities. Strong communication, teamwork, and customer service skills are required, as is the ability to exercise sound judgement based on specialized knowledge to ensure high quality service is maintained within established regulations and guidelines, ensuring FGS policies and procedures are adhered to, and exceptions are forwarded for review/ruling. The impact of error is high and inaccurate guidance may have a serious impact on a student or graduate program.

The key purpose of the Team Lead, Graduate Program Officers is to ensure the smooth, effective, and efficient delivery of FGS graduate enrolment and program support services. This includes overseeing the day to day operations of the graduate program officers as well as coordination of workload and assignment of duties. The Team Lead ensures that graduate students are monitored and supported at all stages of their programs and that appropriate referrals are made if a student requires support during their graduate student journey and/or fails to meet Faculty regulations.

**Summary of Key Responsibilities** (job functions include but are not limited to):
**Recruitment, Training and Supervision**
- Assists in hiring and onboarding of the Graduate Program Officers and contributes to annual goal setting.
- Liaises with the Manager, Student and Program Support to ensure consistent procedures are in place, and followed by all Graduate Program Officers, and that any staff concerns are resolved quickly and fairly.
- Liaises with the Team Lead, Student Services and Team Lead, Graduate Program Support to ensure knowledge is shared and communicated to all stakeholders.
- Ensures Graduate Program Officers understand their own responsibilities and accountabilities and have a general understanding of how all units within FGS work together to enhance the student to enhance the student experience.
- Ensures equitable distribution and delegation of workload and monitors performance, considering the strengths and growth potential of the staff involved.

**Student Administration and Record Management**
- Responsible for the administration of graduate student records within a defined portfolio.
- Ensures that students who are admitted to the University meet the minimum requirements, have appropriate supervision, are registered, complete program requirements, fulfill examination requirements and graduate having fulfilled all Faculty of Graduate Studies and University of Calgary requirements.
- Ensures that appropriate processes and documentation are developed and shared to support FGS and program staff navigate more complex or exceptional circumstances effectively and consistently.
- Ensures any anomalies or problems are brought promptly to the attention of the Manager, Student and Program Support, Senior Director, and/or the appropriate Associate Dean for resolution.
- Supports graduate student wellness/success through direct referrals to the Graduate Academic and International Specialists.

**Client Service**
- Provides accurate information to students, staff and faculty in a professional, courteous, and timely manner.
- Assesses the effectiveness of processes and procedures, and suggests changes to enhance service, efficiency, and effectiveness.
- Ensures Graduate Program staff receive adequate training in FGS procedures.
- Ensures services meet the changing needs of the graduate students, the Faculty of

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