Job Description

Manager, Financial Aid




About Queen's University

Queen's University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.


We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.


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Job Summary

Reporting to the Associate University Registrar, Enrolment Services and Administration, the Manager, Financial Aid is responsible for the day-to-day operations, oversight and effective delivery of government student financial assistance programs administered by the Office of the University Registrar (OUR) in support of strategic initiatives and priorities of Queen's University.



The incumbent will manage and provide leadership to all staff responsible for administering Ontario Student Assistance Program (OSAP), the equivalent out-of-province government student financial assistance programs, William D. Ford Direct Loan Program (US Title IV program), and other financial aid programming and will be accountable to ensure full compliance with government regulated policies and will ensure excellent service to students.



The incumbent will collaborate with a wide range of stakeholders, including Faculty/School administrators, Queen's Student Accessibility Services (QSAS), other teams in the OUR, and external financial assistance partners to maintain and enhance the delivery of financial aid programs. The incumbent will be responsible for developing and fostering external partner relationships, which may include financial aid stakeholders, Canadian, Ontario, Provincial/Territorial and US government partners and professional associations.

KEY RESPONSIBILITIES:

- Oversee and provide management direction for the administrative functioning and processing of all government student financial assistance programs and Queen's developed loan programs administered by the Office of the University Registrar. This includes planning and execution of all activities related to the management of these programs and to ensure delivery of seamless integrated service to all clients.


- Recommend and manage resource allocations; this includes developing comprehensive annual and longer-term business plans, aligned with university objectives.


- Develop, implement, and evaluate business processes and procedures, ensuring compliance with government regulations related to financial aid. This includes the


development and presentation of formal recommendations, providing analysis of options, resource estimates and risk/benefit analysis with the objective of facilitating effective financial aid decisions.

- Plan, implement and evaluate administrative and program policies, procedures, and practices in support of the University goals and priorities, and determine where improvements can be made to enhance client services and to simplify and improve efficiency.


- Identify, develop and maintain relationships with key partners, including internal and external stakeholders, agencies, governmental and non-governmental organizations, involved with financial aid.


- Liaise and communicate with QSAS to disseminate information and coordinate the delivery of the Bursary for Students with Disabilities program while ensuring full compliance with government policies and regulations.


- Develop appropriate measurement criteria and evaluate statistical results; develop performance metrics to ensure financial aid targets support strategic enrolment initiatives.


- Develop, implement and evaluate business processes and procedures, ensuring compliance with government regulations related to financial aid. This includes the development and presentation of formal recommendations, providing analysis of options, resource estimates and risk/benefit analysis with the objective to facilitate effective financial aid administration and decisions.


- Lead and manage all information systems development as it relates to the delivery of the government student financial assistance programs.


- Promotes a culture of inclusion, with a commitment to the university's equity, diversity, Indigenization, accessibility, and inclusion initiatives designed to foster an inclusive, supportive, and welcoming work environment for individuals with diverse backgrounds and identities.


- Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.


- Manage performance by establishing employee performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.


- Assess staff training and development needs and ensure employees receive training required to improve and sustain successful performance.


- Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge, and probationary termination.


- Prepare reports and briefings as required.


- Represent the Financial Aid Office in discussions on various university-wide issues and policy formulation. Serve on committees as a representative of the Financial Aid Office.


- Perform additional duties assigned by the Associate University Registrar, in support of the department.

REQUIRED QUALIFICATIONS:

- A University degree and a minimum of 5 years' of progressively responsible experience managing administrative systems and operations, preferably within a university or public-sector environment.


- Extensive background and knowledge of financial aid regulations and policies and strong understanding of student financials is an asset.


- Knowledge of PeopleSoft Student modules an asset, in particular, Financial Aid, Campus Community, Admission, Reporting and Student Financials.


- Demonstrated experience developing proposals and project plans, including measurement criteria.


- Demonstrated success managing and directing staff.


- Proven leadership and team building experience.


- Experience gathering, documenting and implementing business processes and policies.


- Experience developing service targets, including measurement criteria.


- Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

- Respects diversity and promotes inclusion in the workplace.


- Advanced leadership skills, ability to motivate and inspire employees and develop a shared vision to lead a team to excellence.


- Excellent verbal and written communication skills, including consultation and negotiation skills.


- Strong interpersonal and diplomacy skills as well as strong intercultural communication skills.


- Excellent organizational skills and ability to coordinate and lead the execution of activities efficiently and effectively. Must be creative and willing to develop and implement new ideas and innovate approaches to set and meet objectives.


- Advanced analytical, critical thinking, and problem-solving skills.


- Ability to adapt to and implement innovative technologies. Experience harnessing and leveraging technology.


- Advanced computer skills for data analysis and information distribution/reporting; knowledge of the following (or equivalent) software is required: Microsoft Excel and PeopleSoft Student, in particular, Financial Aid, Campus Community, Admission, Reporting and Student Financials an asset.


- Self-motivated with an ability to take initiative and responsibility for projects from beginning to completion.


- Values individual differences from all backgrounds and lived experiences such that their own, and others' contributions are maximized; supports fair treatment and opportunity for all; demonstrates commitment to diversity and equity.

DECISION MAKING:

- Identify opportunities for business improvement and provide recommendations for changes, including introduction of new policies, procedures, processes, system development and reporting mechanisms, to best address the needs of multiple stakeholders and achieve financial aid objectives.


- Determine the most appropriate means of collecting, retrieving, analyzing and presenting data and information.


- Determine communication and action plans to effectively implement initiatives.


- Prioritize own work and work of team members in accordance with evolving and/or competing priorities. Determine appropriate assignment of resources, evaluate progress, assist in solving problems and suggest directions that will enable effective delivery of financial aid programs.


- Resolve problems and decide when to refer inquiries or problems to others, ensuring background information is provided.


- Determine best strategies to build the necessary internal and external relationships required for success in the role.


- Evaluate job candidates and make effective recommendations on suitable hires.


- Make decisions and/or effective recommendations regarding transfers and promotions.


- Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.


- Assess investigation outcome of grievances and make effective recommendations on appropriate course of action or next steps on grievances.


- Make effective recommendations on level of discipline up to discharge and probationary termination.




Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.


The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.

Skills

Attention To Detail Policy Interpretation Process Analysis Relationship Building Time Management

Reference

417178