Job Type:

Employee

Duration in Months(for fixed-term jobs):

12

Job Family:

Academic Administration

# of Open Positions:

1

Faculty/Service - Department:

Operations & Exam Centre

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2025/10/23

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

2025/11/03

Hours per week:

35

Salary Grade:

SSUO Grade 09

Salary Range:

$72,437.00 - $91,502.00About 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:
Coordinate frontline service processes and operational procedures related to the planning and implementation of services and accommodations. Directly supervise exam invigilators, internal and external service providers (e.g., sign language interpreters, note-takers, transcription agents), and serve as the main point of contact for these providers. Handle special requests, identify opportunities to review, develop, and implement processes according to best practices. Communicate swiftly, efficiently, and accurately while resolving various issues in order to foster a rich and supportive university experience.

In this role, your responsibilities will include:
Student Academic Progress and Retention

• Frontline Student Services : Act as a resource person for the university community by providing information—in person, in writing, or over the phone—on various services offered, eligibility requirements, academic life, student services, university regulations, and other postsecondary options, while ensuring high-quality and bilingual communication.
• Needs Assessment and Recommendations : Anticipate, analyze, and interpret student needs; determine applicable policies and procedures; assess issues and formulate recommendations to address student concerns; and ensure implementation and follow-up as required. Resolve complex issues and ensure thorough follow-up.

Human Resources Management

• Staffing : Oversee the hiring process for administrative staff under direct supervision: screen résumés, organize and manage selection committees, and make candidate recommendations to ensure operational needs are met in a timely manner. Approve leave requests and conduct performance evaluations for supervised staff. Interpret collective agreements and apply university policies and procedures.
• Supervision : Supervise the work of employees and service providers under your responsibility. Set priorities, provide guidance to help achieve individual objectives, develop training plans (both individual and group), motivate staff, offer coaching and feedback. Promote the use of management tools to strengthen employee engagement and minimize turnover.
• Staff Training : Develop and deliver training content for staff under your supervision. Ensure they receive the training and tools necessary to perform their duties effectively and efficiently.

Operations Management

• Course and Exam Management : Coordinate course and exam schedules for students with disabilities under your responsibility, in collaboration with identified service providers. Validate information and coordinate the allocation of human resources according to students' needs. Ensure operational logistics and staffing are in place. Make sure the services provided align with the accommodations determined by learning specialists.
• Electronic File Management : Organize and maintain electronic files and records in compliance with internal processes and policies. Exercise sound judgment and ethics when handling confidential information.
• Review of Work Methods : Design and implement new processes, procedures, and workflows—or improve existing ones—and ensure your team adheres to them to support continuous improvement and increase overall efficiency and productivity.
• Process Planning : Anticipate, analyze, and interpret operational needs; identify policies and procedures to be implemented. Develop an operational calendar and determine the resources required to meet deadlines. Plan, design, and implement tools and workflows to improve service performance and quality.
• Data Management and Reporting : Conduct analysis and research; compile data, statistics, and other information to produce reports supporting discussions, decision-making, and special projects.
• Project Management : Plan and manage assigned projects. Define project scope, break down project phases, monitor progress, adjust as needed during project implementation, and maintain effective communication among stakeholders. Manage and track team-led projects through to completion.

Communication and Liaison

• Representation and Information Sharing : Participate in various committees and meetings related to operational processes or student services and relay relevant information to the team. Work closely with departments, services, and student associations to ensure the quality and relevance of services. Act as a subject matter expert for faculties and university services.
• Documentation : In collaboration with stakeholders, prepare and review content for the website and other publications. Prepare documentation related to academic accommodations to support a rich university experience. Draft and update internal manuals on procedures, processes, and systems related to job responsibilities.

What you will bring:

• Bachelor’s degree in Health Sciences, Psychology, Education, or a related field (or equivalent experience)
• Minimum of 2 years of supervisory experience
• In-depth knowledge of secondary, college, undergraduate, and graduate academic programs, and at least 5 years of experience in an academic environment
• Bilingualism in French and English (spoken and written)
• Knowledge of administrative functions usually acquired through postsecondary education and several years of experience in a similar role
• Experience in client service delivery
• Experience interpreting, communicating, and implementing procedures, policies, and methods
• Hands-on experience with software such as Microsoft Office, the University of Ottawa's Student Information System (SIS), Talisma, and general computer tools (Windows, Internet, email)
• Ability to manage competing priorities and meet tight deadlines in a fast-paced environment
• Ability to focus in an open, dynamic setting where frequent interruptions are common
• Ability to manage multiple files with strong attention to detail
• Decision-making skills that may affect students, staff, or departmental members
• Experience collecting and analyzing data and producing administrative and statistical reports
• Experience implementing student-focused strategies and action plans
• Strong communication skills to understand the needs of students and staff
• Excellent organizational and interpersonal skills
• Analytical abilities, sound judgment, and strong attention to detail
• Knowledge of university administrative structures and processes is an asset
• Tact, diplomacy, discretion, and good judgment
• Must be available to work on a rotating schedule (days, evenings, weekends), with flexibility to adapt working hours based on the Centre’s operational needs

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.