Manager, Financial Aid and Awards Services

University of Ottawa•Ottawa, ON

2d•CA$107,503 - CA$134,379•Onsite

About The Position

The Financial Aid and Awards Office is seeking a candidate with strong management, leadership, and team-building skills. The successful candidate must demonstrate the ability to thrive in a complex and constantly changing environment, foster collaboration among various stakeholders, and contribute to achieving the department’s objectives. They will play a key role in optimizing operations, continuously improving practices, and developing a culture focused on innovation and service excellence to the university community. Position purpose: Provide strategic and operational leadership in the planning, development, organization, control, quantitative data analysis, and delivery of services within the Financial Aid and Scholarships Office, while sharing this expertise with the university community. Serve as an expert advisor to the university community and external clients regarding all funding opportunities available to students, and ensure that this information is effectively communicated both within the university and externally. Develop a workplace focused on continuous information sharing, outstanding bilingual customer service, and innovation in work methods through the introduction of technology to better meet the needs of the general population, and particularly the student community.

Requirements

Minimum of 5 to 7 years of experience with progressively increasing responsibilities in a complex, decentralized organization involving multiple stakeholders.
Theoretical and practical knowledge of financial management and administration, normally acquired through the completion of a university bachelor’s degree in administration (or a related field).
Minimum of 5 years of experience managing human, material, or financial resources.
Minimum of 3 years of experience in a financial aid and scholarships office.
Experience managing large-scale, system-wide projects involving multiple components (for example: a major technological component, a significant human resources component, implementation of a new regulation and/or institutional policy, etc.).
At least 3 years of experience implementing effective change management strategies to support the achievement of institutional objectives in a changing environment. Ability to develop and implement concrete action plans to support change.
Experience and skills contributing to the development of external partnerships.
Experience in developing, interpreting, explaining, and applying regulations and procedures.
Knowledge and experience with information technologies, particularly computerized management systems and their strategic application.
Excellent interpersonal and communication skills. Excellent public relations abilities.
Demonstrated ability to analyze documents and interpret their meaning, both qualitatively and quantitatively, in order to implement optimal business processes and apply, or ensure staff apply, appropriate rules and procedures.
Ability to design and draft reports, communication tools, regulations, and procedures.
Fluency in both official languages (spoken and written).
Experience working with the public.
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.

Responsibilities

Develop and implement a plan for all operations related to the financial aid and scholarships sector in order to process scholarship and financial aid applications from current and prospective students efficiently and fairly, and to communicate eligibility decisions as quickly as possible. To achieve this, priority mechanisms are established based on the objectives to be met.
Ensure sound and optimal operational management of the department’s resources by adopting a business-oriented vision in order to increase return on investment.
Manage all department activities, including the allocation of human and material resources, work distribution, implementation of work methods, and management of website content in order to provide high-quality support services to students.
Ensure the implementation of high-quality standards, fair policies, and clear regulations for all sector activities. The incumbent establishes a year-round process and makes the necessary changes to maintain data integrity.
Establish an effective and efficient communication model to address the concerns of applicants, prospective students, parents, representatives of educational institutions, academic advisors, and faculties, while ensuring superior quality service.
Maintain ongoing and regular relationships with other departments and faculties to develop communication methods, encourage information sharing, and foster a customer service philosophy in order to gain cooperation from all university sectors and provide high-quality customer service.
Ensure that rigorous quality control mechanisms are implemented to guarantee consistency, fairness, and efficiency throughout the file review and analysis process.
Develop planning tools and systems for collecting statistical and qualitative data, as well as design and administer surveys, all with the goal of improving business processes and optimizing resources.
Ensure compliance with university regulations and directives by evaluating employee training programs within the service center, monitoring staff knowledge through observation and listening, and implementing training and information sessions to address identified gaps.
Recruit, select, train, and evaluate employees based on their performance and the quality of information provided to clients. Resolve conflicts among staff members and with clients referred by staff. Establish guidelines for approving staff leave to ensure proper client service coverage.
Develop, maintain, and promote the mission and purpose of the department among the student population by creating and implementing communication strategies in collaboration with the Communications Department of Student Affairs.