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Job Type:

Employee

Duration in Months (for fixed-term jobs):

Job Family:

Student and Campus Support

# of Open Positions:

Faculty/Service - Department:

InfoService

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 11

Salary Range:

$90,987.00 - $114,932.00

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:

Ensure the operational management of the team responsible for delivering services within a customer service center. Provide leadership in developing procedures to ensure effective service delivery, while overseeing the interpretation and application of numerous university regulations and procedures. Deliver high-quality frontline service to offer students a superior experience.

Provide leadership in the development, delivery, and evaluation of continuing education and professional development activities for all academic staff who interact with students, with the goal of improving service quality, enriching the student experience, and positively influencing students’ academic journey.

Plan, direct, organize, control, and evaluate the process of undergraduate program modifications

In this role, your responsibilities will include:

Staff Management. Hire, supervise, advise, and train staff under your responsibility in accordance with university policies, particularly regarding performance management, resource planning, and the establishment of team objectives and development/training plans. Ensure team members have the training and tools needed to carry out their responsibilities effectively and efficiently, and that processes and activities are aligned with student needs. Promote accountability among team members by coordinating, distributing, and reviewing tasks and workloads fairly to achieve and maintain high service standards at InfoService.
Training. Design and implement service offerings for academic staff that address needs identified by faculties and services. These offerings may take various forms (in-person or online training sessions, guides, etc.) to standardize faculty practices and enhance the student experience. Oversee the quality control and evaluation of these services.
Analysis and Reporting. Prepare detailed and complex reports to support strategic planning and decision-making. Collect, analyze, and synthesize data from various sources to ensure accuracy and relevance. Provide recommendations based on rigorous data analysis, considering both operational and strategic impacts.
Communication. Ensure all communications (emails, letters, mass emails, web content, predefined responses, etc.) are accurate, of the highest quality, and regularly updated.
Program Modification. Plan, direct, organize, control, and evaluate the process of undergraduate program modifications. Develop and implement business processes, procedures, faculty-specific requirements, and documentation related to program changes that address user concerns and needs.
Advisory Role. Act as a subject-matter expert for faculties regarding the process of program modifications, procedures, faculty-specific requirements, and their interpretation and application. Stay informed of changes to academic programs across all host faculties and academic regulations.
Networking. Coordinate networking activities with faculties and services to promote and maintain a community of practice related to academic staff training

What you will bring:

University degree in management or a relevant field, or a combination of education and work experience deemed equivalent
Five years of recognized experience in a similar role
Five years of experience in human resources management within a unionized environment
Excellent academic writing and verbal communication skills in both French and English
Experience in project management and priority setting
Experience in training
Proven experience and skills in developing programs based on client needs assessments
Strong interpersonal skills and leadership qualities
Ability to work independently and as part of a team
Experience in analyzing academic records and interpreting, communicating, and applying university regulations and procedures
Experience in problem-solving
Experience in research, data analysis, and producing statistical reports
In-depth knowledge of secondary, college, and university-level programs
Thorough understanding of faculty and university regulations
Ability to work under pressure with strong organizational skills and manage tight deadlines
Proficiency in university information systems and software required to perform duties
Strong reasoning and critical analysis skills
Leadership skills and excellent interpersonal abilities
Availability to work evenings and weekends as needed

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.

Supervisor, InfoService