Assistant Manager, Residence Assignments and Operations

3 weeks ago

Vancouver, British Columbia, Canada UBC Full time
Job Summary

The Assistant Manager, Residence Assignments and Administration (AMRAA) will work collaboratively to meet the goals of the Residence Life & Administration team. The role involves overseeing the occupancy management of over 13,000 student beds and ensuring the effective execution of processes related to room offers and assignments.

The AMRAA manages unionized staff (CUPE 2950) cultivating a student-focused environment for customer service and support.

Key Responsibilities
  • Supervision and Leadership:
    • Manages a team of CUPE 2950 Residence Assignments Coordinators.
    • Facilitates regular team meetings to discuss occupancy/vacancy trends, escalated student concerns, and share regular updates.
    • Provides ongoing coaching and manages the professional growth and performance management of the assignment team members.
  • Administration:
    • Collaborates with the Associate Director and Manager of Administration in strategic planning of the Residence Offer and Room Assignment process.
    • Oversees the effective implementation of this process, ensuring a seamless and equitable allocation of housing resources to students while maintaining compliance with established policies and procedures.
    • Develops and implements systems, technology solutions, and/or business process changes to enhance the efficiency of the student housing offer, room assignment, and room transfer processes.
  • Staff Recruitment, Training and Onboarding:
    • Oversees interviewing, hiring, and onboarding of new CUPE 2950 assignment staff and student staff.
    • Delivers ongoing training and staff development to CUPE 2920 staff to ensure consistent and quality levels of service and support staff retention.
    • Ensures compliance with UBC and UBC Student Housing and Community Services HR standards and procedures.
  • Student Services:
    • Handles complex student cases related to eligibility for student housing and outstanding fees.
    • Collaborates with department and campus partners for resolution, providing advising to students from inception to conclusion.
    • Addresses appeals and complaints related to student fees and eligibility, listens to and assesses cases, and provides responses while considering the parameters outlined in the Student Housing Residence Contract and departmental policy.
    • Applies innovative problem-solving techniques to address unique student situations that may require deviation from established department policies, presenting well-considered recommendations to the Associate Director or Manager of Administration, and is responsible for the execution of agreed-upon actions.
    • Represents Student Housing at prospective student fairs, faculty and department information sessions, and other relevant events.
    • Acts as an initial point of contact for campus partners inquiries regarding student housing.
    • Communicates with different audiences and tailors comments and advice to individual circumstances. Exercising tact to ascertain and discuss issues and deal with difficult interactions.
  • Data Collection and Analysis:
    • Develops reports on occupancy, finance, residence waitlists, and cancellations.
    • Analyzes the results, identifies trends, and compares data to previous years to facilitate data-informed decision-making.
    • Collects, synthesizes, and analyzes data; drafts reports to inform departmental and University decisions.
  • On Call Support:
    • Participates with other managers in after-hours front desk on-call rotation (evenings and weekends) to manage shift changes.
    • Reviews and maintains policies and guidelines regarding shift coverage.
    Requirements

The ideal candidate will possess:

  • An undergraduate degree in a relevant discipline.
  • A minimum of one to two years of related experience, or an equivalent combination of education and experience.
  • Willingness to respect diverse perspectives, including perspectives in conflict with one's own.
  • Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred qualifications include:

  • Experience managing staff in a multi-unit unionized environment.
  • Effective oral and written communication, leadership, training, conflict resolution, and organizational skills.
  • Experience interviewing and evaluating applicants.
  • Computer skills required - familiarity with Microsoft Office at an advanced level.
  • Ability to work effectively within a team environment and collaborate with others.
  • Ability to work under pressure and meet deadlines.
  • Ability to work flexible hours and days of the week - not all working hours will take place between 9am and 5pm.
  • Is familiar with the terms of the collective agreements for CUPE 2950 regarding scheduling and overtime.

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