Governance Support Specialist

2 hours ago

Waterloo, Ontario, Canada University of Waterloo Full time

Job Summary

The Governance Support Specialist provides administrative support to the Governance Manager and the Board, ensuring the smooth operation of governance processes and procedures. This role is responsible for coordinating meetings, maintaining accurate records, and providing exceptional front-line service to students.

Key Responsibilities

  • Support the Governance Manager in planning, arranging, and monitoring a schedule of meetings for the Board and committees
  • Attend and keep accurate records of Board and committee meetings, collating and distributing agenda, minutes, meeting papers, and other relevant documentation as required
  • Assist with the administrative requirements associated with the appointment and resignation of directors
  • Coordinate programs for transition and training of directors and officers
  • Support the Governance Manager in ensuring the information on record and on the University's website is up-to-date
  • Manage inquiries from the undergraduate community regarding administrative governance and processes
  • Provide administrative support for University elections/referendums, senate elections, and by-elections
  • Support the annual review of all elections/referendums and provide input to the summary report and recommendations

Student Support

  • Act as the first point of contact in the University, supporting students by providing information in an accurate, friendly, empathetic, student-focused, and timely manner
  • Review the nature and complexity of student inquiries and determine actions to be taken, advising stakeholders as appropriate
  • Accurately interpret and apply the appropriate regulations, procedures, and policies to the cases presented by students, offering them information concerning their situation and initiating resolution of complex problems
  • Proactively look for ways to enhance the student's experience beyond the immediate request, being knowledgeable of alternative options and resources available
  • Process verification of membership from student inquiries, ensuring students are registered for the services they need
  • Apply guidelines and procedures appropriately and represent the University professionally
  • Uphold confidentiality and privacy of student information, inquiries, and cases as per University Policy 46

Administration, Operations, and Systems Support

  • Understand and provide support to officers with respect to the various technology systems used by the University for accounting and payroll purposes
  • Recognize patterns in student concerns that highlight areas in the University or the student government that would benefit from viable procedural changes and offer suggestions for improvement of services and recommending new pathways
  • Maintain access to the student government's member management system and work with IT in suggesting new plug-ins and interfaces to better serve students
  • Maintain the University's documentation and archives based on appropriate guidelines regarding retention and shredding procedures
  • Organize payment collection from Account Receivable customers or students wishing to pay membership fees outside of Quest
  • Attend meetings with administered program partners to resolve issues and discuss system updates, both quantitative and qualitative
  • Support processes to create and maintain data integrity
  • Take initiative to draft correspondence and announcements concerning upcoming student issues concerning administered services like the health and dental plan and the GRT UPass
  • Schedule meetings, handle responses, and attend 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
  • 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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