Duties and Responsibilities:

With a minimum of supervision, the Senior Student Services Officer is responsible for administering the day-to-day operation of service to students that includes the role of Team Leader. As a Team Leader, responsibilities include coordination of work teams; team development, work load management, and conflict resolution to ensure the efficient delivery of service to students. The incumbent is responsible for the planning, coordination and scheduling of all First Contact Service Activities. The Senior Student Services Officer is responsible for ensuring the Student Services team remains current and effective in all aspects of communications with students. Working within established guidelines, the Senior Student Services Officer ensures that service standards are being met. The incumbent provides advice and support in all aspects of service to students including providing detailed explanation and interpretation, for matters relating to academic regulations and university policy and procedure. The Senior Student Services Officer is knowledgeable on leading effective work teams, office service standards, functional operations of the Office and other support services in the University (e.g., Accounts Receivable, Awards Office, Student Academic Success Centre, Graduate Studies, Housing, Academic Units).

Qualifications:

The incumbent must possess the following qualifications:

• Have a thorough knowledge of academic policies and regulations and have the ability to exercise independent judgment and initiative to solve problems on a daily basis.
• The incumbent must be motivated and requires problem-solving skills. The incumbent must be able to participate in and effectively lead teams and possess excellent organizational skills and some supervisory experience as well as the ability to identify and set priorities.
• The incumbent must have advanced written and verbal communication skills and interpersonal skills, and be able to exercise tact, diplomacy and discretion in working with students and others.
• Knowledge of current university software applications, systems and databases and office software is required. The incumbent must be available to work overtime as required.

Education and Experience:

The above is normally acquired through the completion of:

• 4 years post-secondary study
• Five years progressive, responsible experience, preferably in an educational institution

HR Note:

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.