Academic Support Manager

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Student Management, Level B

Job Title

Academic Support Manager

Department

Student Academic Services | Dean's Office, Faculty of Graduate and Postdoctoral Studies

Compensation Range

$6,747.50 - $9,701.42 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

March 24, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

 

 

Please provide a cover letter as part of your application as applications without a cover letter will not be considered.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Description Summary

This is a multi-incumbent position which forms the management layer for all functions of the Faculty of Graduate & Postdoctoral Studies (G+PS) related to its mandates to provide 1) high-quality enrolment and academic support services for 13,000 applicants (annually) and more than 10,000 current graduate students, and 2) professional enrolment advising and support services to the faculty and staff of 100+ graduate programs/academic departments across the entire university. The Academic Support Managers (ASMs) work as a team to manage most aspects of the Academic Support unit, including handling of and advising on inquiries, applications and admissions, records and registration amendments, academic progress tracking and graduation approval, training of graduate program staff on enrolment-related functions and systems, quality assurance audits, and hiring, training and supervising Academic Support Clerks (ASCs) and other clerical/secretarial staff in G+PS. The ASMs consult with and advise graduate students and program offices (including staff and faculty) on resolving complex student admission and enrolment issues. The ASMs are also key contributors of expertise and guidance on the ongoing development and implementation of new enterprise software systems and the improvement of legacy systems for graduate student management. The ASMs make recommendations to Director, Assistant Dean, Associate Dean or Dean on highly complex student cases that require senior administrative or academic judgment. Manages and supervises the student information counter in the Faculty s office and has oversight responsibility for records retention and management processes. Overall, the ASMs provide both the Faculty and the University graduate education community a high level of professional consultation and management of multiple critical enrolment services and academic support functions for graduate students.

Organizational Status

These positions report to the Director, Academic Support and independently communicate and work with the Dean, Associate Deans, Assistant Dean, Associate Director, Manager of Graduate Awards and all other student service staff in the Faculty. They have ongoing contact with Department Heads, Graduate Advisors, Graduate Program Staff and students, as well as with staff from Enrolment Services, Go Global office and UBC IT. Works with the Manager, Human Resources, on HR matters.

Work Performed

Graduate Admissions (25%)

- Investigates, evaluates and validates new/unknown postsecondary institutions and credentials for the purposes of admissibility adjudication. Makes independent determinations of institution and credential quality, equivalencies and accreditation status and provides expert consultation to graduate program staff and faculty and G+PS staff on these matters. Ensures UBC international institution database reflects their determinations.

- Verifies authenticity of applicant-submitted international and domestic transcripts, degree certificates and translations based on professional expertise and, when necessary, additional independent investigation. Provides expert consultation to graduate program staff and faculty and G+PS staff in these matters, Delegates less complex documents to Academic Support Clerks for verification.

- Provides on-demand expert consultation to graduate program staff and faculty on all other aspects of assessing eligibility of applicants for admission to graduate programs, including highly complex assessments of grade point averages and verification/investigation of authenticity of test scores, references and other submitted materials. Delegates less complex inquiries to Academic Support Clerks for evaluation and response.

- Makes final admission decisions on complex files which fall outside of normal admissions policies. Escalates highly unusual cases with recommendations to Director, Assistant Dean or Dean.

- Manages the application and admission process for special and highly valued populations such as prestigious scholarship recipients, ensuring documentation is routed as per unique protocols and decisions are made quickly to enhance UBC s ability to attract these top students.

- Manages post-hoc quality-assurance audits of admission processes undertaken by graduate programs; evaluates samples of program admissions to identify errors in process or policy interpretation or gaps in knowledge; develops and implements quality-improvement plans when necessary.

- Provides in-depth training to Graduate Program Offices on University policies, effective practices and use of enterprise systems related to managing/evaluating applications and admissions through one-on-one advising, workshops, and development of online resources and video tutorials.



Records/Registration/Academic Progress (25%)

- Makes final records decisions on cases that fall outside of normal records and registration policies (includes change of grades, removal of registration blocks, minor financial correction of student fees, transfer of programs, transfer of credits, permission for graduate students to teach courses, leave of absence, extension of maximum time period in which to complete program, withdrawal, and reinstatement). Escalates highly unusual cases with recommendation to the Director, Assistant Dean, Associate Dean or Dean for decision.

- Provides in-depth training to Graduate Program Offices on University policies, effective practices and use of enterprise systems related to records, registration, and academic progress management through one-on-one advising, workshops, and development of online resources and video tutorials.

- Oversees academic progress tracking procedures in the Academic Support unit. At regular intervals year-round, generates reports from SIS on outstanding admission conditions, low scholarship, overdue advancement to candidacy and program completion from the SIS, and distributes reports as appropriate to Academic Support Clerks for follow-up with graduate programs; ensures tracking procedures are completed and reported according to set schedule. Recommends and develops new tracking procedures as appropriate. Responds to and resolves complex academic progress situations arising from periodic review.

- Oversees quarterly process of graduation eligibility checking. Generates reports from the SIS and distributes them as appropriate to the Academic Support Clerks for follow-up eligibility checking and communication to graduate programs. Ensures graduation eligibility checking is completed within strict deadlines. Liaises with Enrolment Services on procedures and troubleshooting on graduation application and approval for graduate students. Recommends and develops new graduation eligibility checking procedures as appropriate. Responds to and resolves complex graduation situations.

- Oversees the management and retention schedule of the Faculty s student files, ensuring that files are maintained and stored according to University and Faculty policies and procedures, and destroyed as appropriate on an annual basis. Assigns staff to annual file purging and re-organization tasks.



Management and supervision (25%)

- Manages the efficient processing of admissions and records/registration tasks and other requests for advice and administrative support within the Academic Support unit by evaluating and distributing workload as appropriate amongst Academic Support Clerks, identifying and implementing initiatives for improved service and workflow and ensuring accurate and timely performance by staff.

- Hires, trains, evaluates and supervises Academic Support Clerks and other clerical/secretarial staff in the unit; manages additional HR concerns for the unit such as scheduling, professional development and team-building activities, approving vacations and leaves, and in consultation with Manager, Human Resources, manages employee complaints, disciplinary measures and complex hiring situations.

- Manages and supervises the front counter operations and staffing in the Dean s Office. Identifies and implements initiatives to improve service and working conditions of the front counter. Schedules staffing and provides ongoing training for front counter personnel.

- Participates in overall strategic planning for the Academic Support unit



Business Process Review and Systems Implementation (20%)

- Provides subject matter and business process expertise in ongoing processes of student administration systems renewal and implementation

- Identifies gaps in business processes and proposed system solutions and recommends options and solutions to address them.

- Liaises with stakeholders in graduate programs and G+PS to ensure new business processes and systems solutions are responsive to unit needs

- Summarizes and escalates functional problems with student systems to responsible senior staff within G+PS and, as appropriate, to UBC IT for resolution

- May participate in, or direct the participation of other Academic Support Unit staff in system testing.

- Participates as a trainer of G+PS and Graduate Program staff in use of student administration systems

- May make minor configurations within student administration systems to improve performance for business needs



Performs other related duties in keeping with the qualifications and skill-set of the job 5%

Consequence of Error/Judgement

Authorized to make admissions and records/registration decisions that are legally binding on the University. Provides expert consultation to graduate programs and senior leadership in the Faculty who rely on this advice to make decisions and take binding actions. Incorrect actions, advice or decisions may damage the careers of students and may lead to appeals which could negatively affect the reputation of the Faculty of Graduate and Postdoctoral Studies, graduate programs and the University. Any errors and/or omissions in judgment could seriously undermine the roles, responsibilities and effectiveness of senior university officials and various campus units.

Supervision Received

Works independently under primary guidance of Director, Academic Support, conferring regularly with and may take occasional direction from the Dean, Assistant and Associate Deans, Associate Directors, and Business Systems Administrator/Analyst.

Supervision Given

Oversees and directs the work of the Application Support Clerks and other CUPE 2950 staff and student workers in the Academic Support Unit.

Minimum Qualifications

- 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

Undergraduate degree in a relevant discipline.Minimum of three to four years of related experience or the equivalent combination of education and experience.Preferred UBC related experience in student administration. - Extensive experience in student enrolment services and demonstrated ability to make appropriate admissions and student records decisions in situations which fall outside the scope of established policy. Thorough knowledge of UBC Graduate programs, requirements for admission to Graduate Programs, and policies and procedures related to the administration of graduate student support services.Ability to interpret policies in context of complex situations and make decisions or recommendations.Knowledge of international systems of higher education. Excellent skills in international credential evaluation and administration of graduate student admissions/records.Proven experience training, managing and supervising staff and overseeing unit operations.Experience in initiating and facilitating quality improvement initiatives.Excellent written and verbal communication skills, including inter-cultural communication skills.Ability to exercise tact and discretion.Ability to clearly communicate complex information to a wide range of recipients.Ability to develop positive, professional working relationships with a wide range of professional and clerical staff.Excellent multi-tasking skills and the ability to work under pressure, handle heavy volumes and meet deadlines and established service delivery timelines.Ability to prioritize, strong organizational skills and time management skills.Excellent decision-making skills and the ability to consistently use sound judgment.Well-developed customer-service skills.Excellent knowledge of word processing, spreadsheet, e-mail software and Internet navigation and editing protocols and tools.Competence with University systems such as the Student Information System (SIS) and eVision admission system.