Governance Support Specialist

2 weeks ago

Waterloo, Ontario, Canada University of Waterloo Full time
Job Title: Governance Assistant

Job Summary:

The Governance Assistant provides critical support to the Governance Manager and the Board, ensuring the smooth operation of governance and administrative processes. This role is the first point of contact for general student inquiries, providing proactive, student-focused responses to a variety of issues and challenges experienced by members of our diverse University of Waterloo population.

Key Responsibilities:Governance
  • Supports the Governance Manager in planning, arranging, and monitoring a schedule of meetings for the Board and committees.
  • Attends and keeps accurate records of Board and committee meetings, collating and distributing agenda, minutes, meeting papers, and other relevant documentation as required.
  • Assists with the administrative requirements associated with the appointment and resignation of directors.
  • Assists in coordinating programs for transition and training of directors and officers.
  • Supports the Governance Manager in ensuring the information on record and on WUSA's website is up to date.
  • Assists in managing inquiries from the undergraduate community regarding administrative governance and processes.
  • Provides administrative support for WUSA elections/referendums, senate elections, and by-elections.
  • Supports annual review of all elections/referendums and provides input to the summary report and recommendations.
Student Support
  • Acts as the first point of contact in WUSA, supporting students by providing information in an accurate, friendly, empathetic, student-focused, and timely manner.
  • Reviews the nature and complexity of student inquiries and determines actions to be taken, advising stakeholders as appropriate.
  • Accurately interprets and applies the appropriate regulations, procedures, and policies to the cases presented by students to offer them information concerning their situation and initiates resolution of complex problems.
  • Proactively looks for ways to enhance the student's experience beyond the immediate request by being knowledgeable of alternative options and resources available.
  • Processes verification of membership from student inquiries to ensure students are registered for the services they need.
  • Advises students on how to register or opt-out of services during the change-of-coverage period and maintains specific records for students who purchase student GRT passes.
Administration, Operations, and Systems Support
  • Understands and provides support to the officers with respect to the various technology systems used by WUSA and UW HR for payroll purposes.
  • Recognizes patterns in student concerns that highlight areas in WUSA or the University that would benefit from viable procedural changes and offers suggestions for improvement of services and recommending new pathways.
  • Maintains access to the WUSA member management system and works with IT in suggesting new plug-ins and interfaces to better serve students.
  • Maintains WUSA's documentation and archives based upon appropriate guidelines regarding retention and shredding procedures.
  • Organizes payment collection from Account Receivable customers or students wishing to pay membership fees outside of Quest.
  • Attends meetings with administrated program partners to resolve issues and to discuss system updates, both quantitative and qualitative.
  • Supports processes to create and maintain data integrity.
  • Takes initiative to draft correspondence and announcements concerning upcoming student issues concerning administered services like the health and dental plan and the GRT UPass.
  • Schedules meetings, handles responses, and attends to special requests, including contacting campus partners for follow-up clarification and next steps on continuing projects.
Qualifications:
  • University degree in a relevant field and/or equivalent work experience.
  • 2-4 years' governance support experience combined with a front-facing service role, preferably in a post-secondary environment. A proven ability to provide exceptional front-line service in a fast-paced environment is required.
  • An understanding of post-secondary education issues, student government, and service delivery agreements.
  • Excellent oral and written communication skills, including the ability to write and edit quickly, accurately, and creatively, specialized for a student audience.
  • Ability to handle multiple complex assignments at the same time and meet tight deadlines.
  • Must possess creative problem-solving skills and sound judgment.
  • Keen attention to detail in reviewing governance documents, interpreting student accounts, and fee application.
  • Understanding the need to maintain confidentiality.
  • Proven ability to take initiative, develop creative solutions, and be flexible in a range of activities in an environment with rapidly changing priorities.
  • Proven record of conflict management and de-escalation in tense situations.

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