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Job Type:

Employee

Duration in Months (for fixed-term jobs):

N/A

Job Family:

Academic Administration

# of Open Positions:

Faculty/Service - Department:

InfoService, Customer Service I Registrar Services

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2025/11/06

Applications must be received BEFORE (YYYY/MM/DD):

2025/11/17

Hours per week:

Salary Grade:

SSUO Grade 08

Salary Range:

$64,865.00 - $81,935.00

About Student Affairs:

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enroll for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Act as the first point of contact for the entire University of Ottawa community, handling inquiries related, but not limited to, admissions, programs of study, faculties and departments, regulations, deadlines, services, financial and insurance matters, university health insurance plan for international students, immigration, legal status, and academic files. Anticipate and acknowledge requests to provide proactive support. Perform administrative tasks such as evaluating various type of requests, making recommendations, approving requests, and following up with students. Support the planning, coordination, and implementation of all activities related to information services. Ensure high-quality service and retain students across all programs of study.

In this role, your responsibilities will include:

Operations management

General information: Manage the dissemination of information to prospective students, parents, current students, alumni, faculty, staff, and the public. Ensure that inquiries are resolved promptly and professionally via various channels, such as phone, e-mail, virtual and in-person interactions. Provide accurate and helpful information, guidance and support to individuals seeking information about the University. Ensure that the information is accurate, up-to-date, and easily accessible.
Non-degree students: Act as an academic advisor for non-degree students, assisting them in course selection each term while considering their academic progress and career objectives. The goal is to help these students successfully gain admission or readmission to a regular program of study.
Change of program of study: Receive and acknowledge requests from undergraduate students for changes to their program of study and take appropriate action. Provide support and stand in for the Program Change Specialist during absences or as needed in the program change process.
Finances: Advise students on matters related to their financial file, payment terms, reimbursements, and financial arrangements. Ensure comprehensive understanding of the statement of account and contribute to unparalleled customer satisfaction and retention. Negotiate financial arrangements, update financial records, and complete relevant financial transactions.
University Health Insurance Plan: Advise clients and act as a resource person regarding UHIP processes, requirements, procedures, regulations, deadlines, services, and financial records. Analyze student queries and determines UHIP status including eligibility, exemptions, adding dependents, etc.
Legal status: Interpret, communicate, and rigorously enforce Ministry of Colleges and Universities policies and regulations governing eligibility for domestic tuition fees. Meticulously analyze supporting documents to determine eligibility for various tuition fee categories and legal status. Oversee data integrity with meticulous attention to ensure adequate funding and compliance for auditing purposes.
Immigration Support: Evaluate student immigration requests by analyzing and interpreting their needs and translating these needs into actionable steps. Determine which policies and procedures should be activated and assess whether a meeting with an advisor is necessary.
Academic documents: Evaluate increasingly complex student requests and generate specialized documentation tailored to meet their diverse needs.
Project management: Collaborate on various projects identified by the Office of the Registrar. Assist in creating project plans, defining projects goals, objectives, deliverables, and timelines. Collaborate with the project team on testing and implementation to ensure successful project outcomes.
Other: Function as an operational resource for faculties, services, and team members as needed. May supervise first line employees and assist in onboarding new staff, ensuring smooth integration and effective team support.

Academic progress and student perseverance

Assess the needs of students: Assess student needs by analyzing, interpreting, and translating these needs to determine the applicable policies and procedures.
Plan and Execute Interventions: Support the planning of interventions for students by diagnosing issues and providing recommendations for resolution. Facilitate the implementation process by providing relevant information that guides the chosen intervention methods. Aim to find solutions to the many problems presented with the goal of developing an enriching university experience. Advise students on academic regulations and processes to promote retention and academic success.
Carry out follow-ups: Ensure timely follow-up of student files to ensure compliance with academic and administrative calendars.
Guide students to the right services: Assess each student’s requests and needs and refer them to the relevant services to ensure optimal support throughout their academic career.

What you will bring:

Knowledge of administration normally acquired through post-secondary training and several years of experience in a similar role.
Minimum of 2 years of demonstrated experience in a customer service role acting as a resource person.
Bilingualism - French and English (spoken and written)
Knowledge of postsecondary programs, university services and structure.
Strong customer relationship abilities
Capacity to deal with conflicting priorities and respect strict deadlines in a fast-paced environment with a high level of accuracy and attention to detail.
Excellent negotiation skills and ability to act tactfully and with diplomacy.
Ability to analyze complex situations and solving problems.
Ability to perform tasks with a high accuracy and precision, in a busy work environment to ensure student data integrity at all time
Experience using computer systems and software such as Student Information Systems (SIS), Windows, word processing software, spreadsheets, databases, the internet, and email
Interpersonal and communication skills and ability to work in a team environment.
This position can be called upon working with different teams and projects within the department.
This position may require the incumbent to work outside of regular office hours and on weekends.

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

Senior Officer, Academic Development and Operations