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Director, Student Service Centre

Management and Professional Staff (excluded)


Edmonton, AB

Deadline: 2021-02-26

Posted: 2021-02-22

Open to internal and external applicants. Priority will be given to qualified current University of Alberta employees. This position is located in Edmonton, Alberta, and will (initially) be performed virtually. Once COVID restrictions are lifted, the position will be performed on the University’s North Campus.

The University of Alberta (UofA) is seeking an ambitious, service-oriented, student-focused, collaborative, and strategic leader of a suite of integrated shared services within the Student Service Center (SSC). The SSC provides student registrarial support and navigation services to students in all university faculties and programs, and at all levels of study. The University of Alberta is a multi-campus university that includes a francophone campus. Upon implementation of the UofA’s new shared services model, the SSC will offer student service and navigational support in an equitable and holistic manner that promotes a positive and transformational student experience.

Reporting jointly to the Associate Registrar and Assistant Dean, Student Life (in the Dean of Students), the SSC Director will exercise high autonomy and accountability while ensuring operational excellence in a fast-paced, demanding environment. Providing direct leadership to a diverse team of approximately 35-40 student services professionals, the SSC Director oversees the strategic direction and daily operations of the Student Service Center.

The SSC Director will work collaboratively with College and Faculty colleagues to maximize student support, engagement, and the quality of the student experience. The Student Service Center will promote equity, inclusiveness and accessibility in all of its operations that respect the diversity of the student population. The Director leads initiatives and projects aimed at continuously improving the student experience. Overall, the incumbent is responsible for the success of the SSC by developing and maintaining a service excellence culture that fosters excitement, engagement, support and momentum for an organizational ecosystem that delivers exceptional, coordinated and integrated student services.

In exchange, you will have the opportunity to join a team of caring and supportive colleagues, grow at one of the world’s top universities, work in a diverse and dynamic environment, and build your professional network with meaningful relationships within the post-secondary community and beyond.

To excel as a highly effective leader, the Director of the Student Service Center will demonstrate the following competencies and qualifications:

- Leadership; Strategic Influence; Talent Management; Innovation; Issue Resolution; Communication; Relationship Management
- Bachelor’s degree required (Master’s degree preferred) in a related field (e.g., adult education, education, leadership, cognitive psychology, psychology of learning) plus a minimum of 8 to 10 years of substantive and demonstrated experience as a progressive and strategic post-secondary leader in Student Services or the Registrar’s Office, is required. Equivalent combinations of education and experience may be considered.
- 10 years of proven / effective supervisory experience using advanced interpersonal and (employer perspective) managerial skills to effectively hire, lead, supervise, and mentor a diverse team of management and support staff within a large, complex unionized environment.
- 10 years of proven experience applying / complying with legislative requirements; relevant Collective Agreement(s); institutional policies and procedures; and, HR best-practice standards. Prior UofA supervisory experience applying the NASA Collective Agreement is considered a definite asset.
- 10 years of proven experience as an inspirational and innovative leader delivering operational, program, and/or service excellence.
- 10 years of proven experience in budgetary oversight and reporting in accordance with financial policies, procedures, and best-practices including the ability to design and implement strategic and budgetary plans in alignment with SSC and University goals and mandate.

Desired Skills and Expertise:

- Superior verbal and written communication with proven ability to develop and deliver professional presentation(s) in diverse formal and informal settings. Fluency in French is considered an asset.
- Superior interpersonal skills with the proven ability to build/maintain strategic relationships, interact professionally, knowledgeably, comfortably, positively and respectfully with diverse individuals / stakeholders with a broad range of credentials, abilities and literacy/language levels.
- Superior organizational and time management skills with the ability to make complex decisions under pressure while effectively and efficiently managing and prioritizing multiple tasks to meet deadlines within a demanding, fast-paced, and often stressful work environment.
- Excellent analytic and solution-seeking skills with superior attention to details.
- Excellent project management skills with the proven ability to manage large and small projects on budget and within a set time frame.
- Demonstrated working knowledge of current trends in post-secondary learning and accommodations, current trends in e-learning and universal design for learning principles and best practices.
- Demonstrated ability to be professional and tactful in highly sensitive situations often involving highly confidential information regarding students and staff. Proven ability to strictly adhere and comply with University confidentiality guidelines, policies, and regulations.
- Comprehensive knowledge of post-secondary learning environments and the University of Alberta including faculties, processes, services and community resources.
- Comprehensive knowledge of University of Alberta policies and procedures (Code of Student Behaviour; Discrimination, Harassment, and Duty to Accommodate; Office of the Dean of Students; HIAR; FOIPP; University Calendar; UAPPOL; health and safety and risk management).
- Compliance, alignment, and support of the University of Alberta’s (current and emerging) mandate, strategic initiatives, and operational plans and programs that are dedicated to achieving a more diverse, equitable, accessible, and inclusive environment for all who work, learn, and live within our community is required.
- Annual submission of U of A Conflict of Interest / Conflict of Commitment Declaration is required.
- Proven computer proficiency in relation to electronic records, communication, and e-learning technologies; intermediate or higher skills with Microsoft Suite, Word, Excel, Google applications, and eClass/Moodle preferred.
- Consults and collaborates with HR Service Partner regarding complex HR, employee relations, and labor relations issues to ensure compliance with relevant Collective Agreement(s), policies, and legislative requirements, as well as, ensuring that HR best practice standards are met / maintained.

If you are a passionate leader who wants to make a difference and continue to transform our student services delivery model, we are looking for you! Your resume along with an up-to-date cover letter clearly identifying how you would be the right leader for this exciting new career opportunity - specifically outlining your leadership style and approach to leading a dynamic team - is required for consideration. Candidates will participate in one or more panel interviews.

In accordance with the Handbook of Terms and Conditions of Employment for Management and Professional Staff (Excluded), this position is a full-time continuing appointment and offers an annual salary within the range of $ 79,898 to $133,162 and a comprehensive benefits package. Review of candidates will begin on Friday February 26, 2021, however, the competition will remain open until filled.