• Job Description

  Req#: JR-1017841

  This position is part of the

  Administrative Professional (Employee Group)

  One of Canada’s leading comprehensive universities and a Top Employer in Hamilton- Niagara, and ranked #3 as Canada’s Best Employers compiled by Forbes and Statista , Brock University is an inclusive, welcoming campus community that offers a wide range of unique career opportunities for those with passion, energy and expertise . We’re looking for team members who want to help us continue to deliver an exceptional student experience, perform impact-driven research and generate life-changing breakthroughs for our world. Ignite new possibilities for your career. Break through at Brock.

  Post End Date:

  Note to all candidates: This posting will close at 12:01 am on the date listed .

  May 24, 2024

  A Day in the Life…

  Reporting to the Manager, Student Accessibility Services, the incumbent is responsible for ensuring the efficient and effective delivery of services and supports within the Student Wellness and Accessibility Centre. The incumbent supervises the administrative teams to strengthen and further structure the first contact, intake, registration and follow-up process. Also ensuring the day-to-day implementation and delivery of services that support students.

  As the Operations Supervisor you will:

  • Oversee designated first point of contact operations within the Student Accessibility Services;
  • Oversee quality, student-focused delivery of service including intake, resignation, exam administration and notetaking service;
  • Work collaboratively with other SWAC service areas and providers;
  • Monitor reception coverage, workflow and task assignment;
  • Monitor, evaluate and review operations to meet changing demands;
  • Oversee customer service, acting as an escalation point in responding to and resolving customer service complaints and inquiries;
  • Ensure exam center operations remain within budgeted forecast;
  • Liaise with external service providers, community agencies and internal university stakeholders;
  • Recruit, select, train, coach and supervise front line, exam center and notetaking staff;
  • Create and maintain staff schedule to best meet student needs within budgetary constraints, and handle absence coverage;
  • Develop and communicate daily task plan, outlining responsibilities and expectations of all staff that support the priorities and needs of the business;
  • Manage the performance of frontline service staff and provide ongoing performance feedback.

  What you need to Succeed…

  • Undergraduate degree in a related field/discipline;
  • A minimum of two years of supervisory experience;
  • A minimum of two years of customer service, front-line experience, preferably in a health-related industry;
  • Proven ability in project management including developing and implementing operations plans;
  • Proven ability to manage competing priorities, work effectively with internal and external business partners and provide direction to a team;
  • Knowledge of application legislation (e.g., Ontario Human Rights Code, AODA, FIPPA/PHIPPA) and confidentiality requirements;
  • Understanding of the student experience and sensitivity to mental health;
  • Strong computer skills, including word processing, spreadsheets, databases, web maintenance, internet search engines, and email;
  • Ability to communicate effectively with a diverse population;
  • Ability to diffuse emotional and stressful situations;
  • Strong problem-solving and strategic thinking ability, including the ability to identify business requirements, define strategies, develop metrics, and implement practical business solutions under constraints;
  • Demonstrated adaptability and flexibility.

  Preferred or Asset Skills…

  • Knowledge of Assistive Technologies and their use within an Academic environment.

  Salary and Benefit Information

  • Job Grade (L), Salary Scale ($62,580-$107,280)*;
  • Target Hiring Range: $62,580-$66,000
  • This position includes full comprehensive benefits including tuition waiver.

  *The salary range indicated is representative of all positions evaluated at this level. Actual salary is determined by assessing related skills, experience, internal equity and market competitiveness, subject to available budget.

  Applicants are required to upload a resume and cover letter as part of the application process.

  Brock University is actively committed to diversity and the principles of Employment Equity and invites applications from all qualified candidates. Women, Aboriginal peoples including those who identify as members of First Nations, Inuit and Métis Peoples, members of visible minorities and racialized groups, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ) persons are encouraged to apply. We will accommodate the needs of the applicants and the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process, as outlined in the Employment Accommodation Policy https://brocku.ca/policies/wp-content/uploads/sites/94/Employment-Accommodation-Policy.pdf . Please advise: talent@brocku.ca to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially.

  It is Brock University’s policy to give consideration to qualified internal applicants.

  We appreciate all applications received; however, only candidates selected for an interview will be contacted.

  Learn more about Brock University by visiting www.brocku.ca

• About the company

  Brock University is a public research university in St.

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