Manager, Graduate Studies - Queens University

Reporting to the Director of Program Administration, the Manager, Graduate Studies, is responsible for assisting the Director in short and long-term strategic, academic, and operational planning, and for the effective management, planning, and coordination of the unit’s administrative operation to provide a great student, faculty and staff experience. This includes the implementation, ongoing development and administration of policies, procedures and practices related to graduate programs, recruitment, core event organization, admission assessment, award administration, timetabling, registration processes, grade collection, student advisement, degree list reporting, and managing the Graduate Studies staff. 

his position is responsible for establishing and maintaining strong professional relationships with students, faculty and staff. The Manager, Graduate Studies, requires sound judgment, independent decision-making, responsibility, initiative, vision, and efficiency, as well as leadership skills, and strict adherence to matters of confidentiality.

View full job description on our Careers webpage.

KEY RESPONSIBILITIES:

• In consultation with the Director, assists in the development of short and long-term strategic plans.
• Manages the core operational duties of the Graduate Studies Office, directs workflow and ensures timely completion of academic calendar related matters, such as timetabling, registration processes, grade collection and student advisement, and ensuring both student and faculty needs are met.
• Ensures delivery of a seamless integrated service approach for faculty, instructors, and admitted students, while providing a high-level continuum of service and support throughout the academic year.
• Represents the Faculty on student services matters related to registration and client services by providing expertise, knowledge and judgement; works closely with related administrative units, specifically the Office of the University Registrar and the School of Graduate Studies and Postdoctoral Affairs (SGSPA).
• Supports the data requirement needs of the Graduate Studies unit by creating appropriate queries and manipulating the resulting data to produce spreadsheets and reports for presentation to management.
• Performs regular academic audits and is responsible for identifying and contacting students with problems involving degree requirements.
• Ensures effective flow of information throughout the unit to all faculty, staff and students pertaining to events, registration, enrolment, and degree completion.
• Manages complex student cases related to appeals, accommodation, and/or academic consideration that are referred by other members of the academic advising team or unit administrators, as well as students facing personal extenuating circumstances impacting their ability to achieve academic objectives.
• Reviews and updates the Academic Calendar annually to ensure accuracy and consistency.
• Plans, designs or carries out special projects with well-defined objectives and outcomes from start to finish, which includes developing plans, investigating and seeking feedback, effectively managing risks, anticipating challenges, making recommendations, revising accordingly and implementing. Ensures deadlines and deliverables are met for staff projects.
• Plans, develops and communicates targeted marketing plans and activities to ensure service standards and enrolment targets are met.
• Manages the unit’s event planning and organization, including core student activities and Faculty Admissions.
• Maintains and updates the unit’s forms (student and other) to function effectively, in accordance with established legislative and accessibility standards, visual identity standards, and web policies.
• Represents the Faculty and Graduate Studies by participating and advising on service activities as required, representing the Faculty on external committees, bodies and organizations as appropriate.
• In consultation with the Director, develops and manages the Graduate Studies budget and objectives, along with overseeing resource allocation. This will include developing an annual and longer‐term business plan to guide business decisions and new initiatives for Graduate Studies.
• Evaluates and interprets policies and procedures. Working with the Director, suggests and develops modifications as required and oversees implementation of changes. Adapts processes and services to respond to changes in technology and to increase efficiency and effectiveness.
• Interprets award criteria and, in consultation with the Director, determines the resource allocation of student funding with regard to departmental and Other Named Fellowship nominations.
• In consultation with the Director, assists with graduate program growth, both nationally and internationally.
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• 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.
• Undertakes other duties in support of the Faculty and Graduate Studies.

REQUIRED QUALIFICATIONS:

• University degree in a relevant field, Business or Education preferred.
• Minimum of 5 years of related work experience, preferably within a post-secondary environment, with proven experience in developing, implementing and maintaining complex processes.
• Several years of administrative experience developing policies, supplemented with experience advising students, staff or faculty on complex policies and procedures.
• Management or supervisory experience with experience delegating work and prioritizing tasks of office staff.
• Excellent organizational skills with demonstrated ability to prioritize multiple and potentially conflicting tasks and deadlines.
• Experience developing proposals and project plans, including measurement criteria.
• Experience with software packages/applications (e.g., PeopleSoft Student, Microsoft Office).
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Proven interpersonal and communication skills (both verbal and written), including negotiation skills to deal with a wide variety of individuals in a professional manner and to provide clear and accurate information.
• Cultural proficiency to work well with, respond effectively to, and be supportive of, people in cross-cultural settings, demonstrating sensitivity and awareness.
• Ability to respond diplomatically and tactfully using intuitive judgement in challenging situations, and to interact professionally with others, both internal and external to the University.
• Demonstrated experience coordinating multiple, conflicting, priorities, in a very busy, service-oriented administrative office, with minimal supervision, while meeting tight timelines.
• Demonstrated high levels of accuracy and attention to detail while editing and entering changes.
• Ability to maintain strict confidentiality and handle confidential information in an appropriate manner.
• High degree of initiative and motivational skills to promote a strong and collaborative work environment.
• Demonstrated ability to lead and work as part of a team.
• Excellent analytical, interpretive and problem-solving skills for effective trouble-shooting and solving of problems.
• Demonstrated creativity and willing to develop and implement new ideas and innovative approaches to set and meet objectives.
• Ability to develop and implement business strategies that are targeted and measurable, evaluate their effectiveness and recommend and implement change.
• Ability to work effectively with internal and external stakeholders at all organizational levels.

DECISION MAKING:

• Interprets University, Faculty of Education, and office policies and procedures, in order to provide appropriate information and clarification to office staff, instructors, Queen's departments, and external organizations.
• Assesses and evaluates admission documentation and files for processing.
• Makes decisions regarding whether current students are registered in complete programs to ensure students are eligible to graduate.
• Assesses information and determines urgency of student needs when dealing with requests for academic consideration, identifying available resources and/or possible solutions.
• Assessing the need for involvement of the Director when working with curriculum changes and/or Exceptions and the impact of such changes on the Academic Advisement Report.
• Interprets and provides guidance on academic regulations related to available options for students requiring academic support.
• Interprets Faculty and SGSPA regulations, policies and procedures, to determine students’ options for academic consideration, how these options will affect their academic progression, and to determine criteria for student appeals.
• Assesses workflow and student need and identifies opportunities for improvements to enhance services. Recommends and implement any approved changes.
• Determines admission eligibility, in response to assessment and interpretation of applicants' varying needs and academic backgrounds and advises potential applicants.
• Investigates problems and concerns related to coordinating responsibilities and decide on appropriate response and/or whether or not to seek advice from the Director.
• Determines how best to coordinate and administer admission activities, services, plans, policies and practices in ways that meet the needs of all stakeholders, and that also reflect the strategic direction of the Faculty of Education and the goals of the University.
• Make decisions around the goals, targets and performance metrics.
• Assesses the suitability of job candidates and recommends the most appropriate person for hire.
• Determines priorities and makes decisions about staff utilization and the assignment of work to achieve optimum efficiencies and productivity.
• 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.