Manager, Student Services

Reporting to the Director, Admissions and Student Services, the Manager, Student Services oversees and provides essential direction for admissions, enrollment, student awards, and student services operations. The Manager advises and makes recommendations to the Director, Admissions and Student Services related to policy interpretation and operational efficiencies within the SGSPA. The Manager will work closely with the Director to implement strategic priorities for graduate student services and will manage a team of employees in delivering efficient and effective customer service to prospective and current students, and staff and faculty at the university. The Manager, Student Services supports the Director with the implementation of system and process enhancements, identifying opportunities for improvements in student service. The incumbent establishes and maintains collaborative relationships and partnerships with diverse key partners both internal and external to the University. The incumbent plays a role in the University’s efforts to enhance equity, diversity and inclusivity, while contributing to the shared mission of supporting and engaging students in safe and meaningful ways. KEY RESPONSIBILITIES Manages a team of administrative staff to ensure that services are responsive to graduate students’ evolving needs. Directs and coordinates the management and daily operation of graduate admissions and awards activities in support of the University’s mission with respect to strategic enrolment priorities. Manage and mitigate risk to the University through effective management and oversight of key operational activities including application, registration, and student awards. Evaluate and interpret policies and procedures. Suggest modifications as required and oversee implementation of changes. Adapt processes and services to respond to changes in technology and to increase efficiency and effectiveness. Manages administration of graduate student funding from awards and endowments and coordinates all internal and external graduate level funding competitions. Interpret award criteria and determine the resource allocation of student funding that includes university funding, external awards – federal, provincial and donor, and departmental allocations. Responsible for submitting required changes and updates to the Director regarding the SGSPA academic calendar related to the incumbents portfolio. Represents the Director as a delegate on committees and relevant activities in the Director’s absence. Facilitates resolution of issues and determines when to escalate issues or provide updates to the Director and or the Senior Leadership Team. Coordinate flow of information and direct information within the SGSPA and key university partners appropriately. Review, prepare, and analyze reports, briefs, and other sources of information and compose related responses, correspondence and documents. Compile, process, analyze and interpret data in order to meet the needs of the Director or the Senior Leadership Team and to assist in recruitment and retention of high quality graduate students. Responsible for admission decisions and escalating to Director where applicable. Responsible for ensuring accurate and regularly updated communications pertaining to applications, admissions and awards for both internal and external stakeholders. Executes the planning and delivery of training workshops, creation of procedures manuals, and development of user documentation for the admissions and awards teams and for key internal partners. Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection. Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis. Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance. Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination. Foster and support the creation of a team environment, promoting diversity and inclusion. Other duties as required in support of the School of Graduate Studies and Postdoctoral Affairs. REQUIRED QUALIFICATIONS University degree with at least five years of progressively responsible management experience in a relevant environment. A proven track record at a professional or managerial level with broad administrative and operational experience. Experience in a supervisory capacity and/or leadership role within a unionized environment, and previous work in a university or related organization required. Experience in graduate education administration and strong knowledge of Queen’s University policies, governance structure, and organization is an asset. Experience with complex student information systems that support student records and registration, admissions, awards and related functions. Consideration will be given to an equivalent combination of education and experience. SPECIAL SKILLS Excellent oral and written communication skills, including presentation skills. Excellent interpersonal and intercultural skills to work collaboratively with other professionals, constituents and key partners. Ability to interpret and apply a broad range of institutional policies and procedures. Maintain in-depth knowledge of graduate policies and procedures to effectively advise and assist key partners across the University. Excellent organizational and time management skills to cope effectively with multiple demands, and resolve priority conflicts. Strong background in managing group dynamics, conflict resolution and team building. An ability to work both independently and in a collaborative team environment. Excellent analytical, reasoning and problem solving skills including the ability to identify, analyze and propose solutions for existing issues as well as an ability to anticipate challenges and recommend operational and system improvements. Demonstrate discretion and judgment to deal with confidential matters in a professional and tactful manner. Advanced change management and administrative skills with the ability to adapt to and implement new technologies, policy and systems. Commitment to exceptional customer service. DECISION MAKING Make effective decisions regarding operational needs and activities in support of the strategic direction of the SGSPA. Determine the most effective method to monitor and report on standards, and operations. Exercise judgment on when to involve the Director, and/or the SGSPA Senior Leadership Team on issues that require decisions or to make a decision and take independent action. Evaluate applications and make all admissions decisions, only consulting with the Director under exceptional circumstances. Evaluate and nominate graduate students for academic awards, scholarships, and fellowships(internal and external), consulting with the Director as required. Make decisions for managing admissions and awards, including interpretation of relevant policies. Evaluates job candidates and makes effective recommendations on suitable hires. Makes decisions and/or effective recommendations regarding transfers and promotions. Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations. Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances. Makes effective recommendations on level of discipline up to discharge and probationary termination. #J-18808-Ljbffr