Senior Program Assistant

Staff – Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried – Sr Program Asst-Gen (Gr8)

Job Title

Senior Program Assistant

Department

Program Administration | Robert H. Lee Graduate School | UBC Sauder School of Business

Compensation Range

$4,137.00 – $4,456.00 CAD Monthly

Posting End Date

May 4, 2021

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary

UBC Sauder’s Robert H. Lee (RHL) Graduate School delivers all aspects of a portfolio of six professional graduate degrees in business, independently of Graduate + Postdoctoral Studies. Our MBA programs and specialized Master’s programs operate within a highly competitive international environment. The RHL works closely with multiple and distinct stakeholders – faculty, staff, students, business community, global partners and alumni – to remain competitive through the delivery of an exceptional student experience. We thrive in a fast-paced, dynamic environment with a strong service culture and a commitment to continuously innovate and improve all aspects of our work. We are proud of our transformational programs and our students – the next generation of changemakers.

The Senior Program Assistant works proactively and independently to provide coordination and support in the delivery of programs and initiatives and to resolve complex issues for students and instructors across the programs offered at the RHL Graduate School in one or more of the following areas:

Communications, Onboarding and Events

Integrated Courses and Global Learning

Advising, Student Records and Data Management

All Senior Program Assistants will identify needed improvements and implement change in order to perform work more efficiently and provide a service-friendly atmosphere for graduate business students and instructors. All Senior Program Assistants are expected to fill in as needed for other Senior Program Assistants in the RHL Graduate School and will be familiar with duties other than their own.

Organizational Status

Reports to the Manager, Program Administration. The incumbent works closely with other departments and units within UBC Sauder as well as with numerous UBC departments and units. They will develop positive relationships with students and faculty members and interact with high-profile business and community leaders.

Work Performed

Student Records, Advising and Registration Support:
Updates and maintains student records and files.

Provides systems guidance, including student information, learning management, customer relationship management, finance and HR systems. Becomes the subject matter expert on any new systems and provides input into systems’ requirements.

Advises and assists students with all aspects of course registration, including course availability, waitlists, timetabling, course changes, audits, and overload requests as per RHL and UBC policy.

Monitors and reviews students’ academic progress, including grade review, academic misconduct, course selection, fulfilment of academic requirements and track eligibility. Reviews, approves and processes outbound exchange student study plans and converts to UBC credits.

Responds to incoming current student and alumni inquiries of a routine or complex nature via email, telephone, in person and any other online systems. Advises students on academic concessions process, program completion, tuition/financial holds and financial support, ensuring accurate information and guidance per established policies and processes. Resolves complex and controversial student issues and complaints, discussing irregular items with a manager as they arise and offers solutions.

Communications:
Produces accurate, relevant and well-written communications across multiple platforms for a variety of stakeholders: students, alumni, faculty members, UBC Sauder and UBC staff, international academic partners, and the business community.

Organizes various workshops, meetings and presentations to support students and instructors. Tasks include: creating content and agenda, coordinating with contributing units, invites speakers, and coordinates needed rooms, equipment, materials, and catering.

Communicates regularly with instructors to ensure the timely and successful delivery of their courses.

Develops and documents procedures and provides input to written policies for students, instructors and staff.

Awards and Scholarships:
Organizes awards timelines, selection committees and communications to students, confirms award amounts/criteria with the Faculty of Grad Studies, UBC Awards, donors. Ensures awards are properly awarded and tracked.

Provides support for students applying for external awards by completing needed paperwork and providing official documents.

Surveys, Data Management, and Reports:
Develops, maintains and modifies complex surveys and databases. Creates and maintains student distribution lists.

Prepares and produces various reports including program data and statistics, grade reports, student rankings, instructor evaluations, academic misconduct memos and grade distribution reports. Corrects errors in student information systems and approves and enters changes in assigned standings. Tracks and summarizes reciprocity across international partnerships for various global learning opportunities. Prepares, administers and distributes results of student satisfaction surveys.

Maintains confidentiality according to UBC Privacy regulations and law.

Financial Support:
Assists with budgets and expenditure tracking, including submission of expense reports.

Monitors and authorizes budgetary expenditures with prescribed limits and reconciles approved budgets for individual courses, orientation weeks, intensive credit-bearing residency weeks, and visiting international group programs.

Responsible for setting up procedures to collect tuition deposits and tuition payments electronically and manually for visiting international programs, and UBC degree programs offered abroad.

Events:
Develops and executes events including orientations, program and community building events/competitions, student leadership retreats, networking events, on and off campus workshops, program residencies, integrated courses, and global learning events.

Develops and executes community development initiatives for students within the RHL Graduate School.

Liaises with Student Society representatives to support program specific events.

Coordinates with the UBC Sauder Events team to organize room bookings, set up, technical support, catering and event clean up.

Integrated Courses:
Coordinates any needed course and activity materials and fees and payments.

Develops course sites, schedule, student teams and grades books for instructors.

Provides all administrative support to instructors including but not limited to: creates diverse student teams, creates and distributes team rosters, email distribution lists, team folders on Learning Management systems for instructor and staff use. Sets up peer feedback, communicates instructions to students, collects and shares results with instructors.

Coordinates logistics to hire Tas and markers.

Assists with grades and set up and grade appeals.

Course and Exam Scheduling, Exam Management, and Facilities:
Secures, trains, appoints and coordinates payment for exam invigilators.

Liaises with the Learning Services team and leads support for all aspects of online examinations.

Coordinates and monitors usage of allocated breakout rooms, lounges, lockers and student access cards with the appropriate units in Sauder and UBC and communicates with students. Regularly monitors the student spaces and takes appropriate action to correct deficiencies.

General Administration:
Provides logistical, clerical and technical support to the unit managers and directors.

Researches and orders branded merchandise. Participates in strategic program development and unit projects, suggests new ideas for consideration and development and provides input into departmental policy.

Develops innovative procedures and practices with the goal of improving customer service and efficiencies.

Creates and documents procedures, ensuring that the position manual and unit WIKI are thorough, accurate and up to date.

Other Duties:
Performs other related duties in keeping with the qualifications and requirements of the job.

Consequence of Error/Judgement

The incumbent exercises considerable judgment and initiative in handling matters of a complex and non-routine nature, requiring interpretation of University and Departmental guidelines, procedures and policies in planning the sequence of duties, the work methods to be employed, and action to be taken. Consequence of error is high; errors may lead to students not being able to graduate. Errors in judgment and communication may lead to inefficiency of operation, unmet deadlines and loss of valuable time and opportunities for students and instructors. Lack of cross-cultural sensitivity in communicating with students may cause serious misunderstandings and damage to the international reputation of the programs and the school.

Supervision Received

Reports to the Manager, Program Administration. Works independently, occasionally consulting supervisor with reference to highly unusual or very complex problems. Exercises considerable judgment in selecting and interpreting information to determine appropriateness to deviate from standard processes or decisions. Determines data and inputs needed to make informed decisions. The position duties are governed by broad instructions and policies, involving frequently changing conditions and priorities.

Supervision Given

Formally trains new staff on work procedures, and assigns and oversees work of Work Learn students and temporary staff.

Required Qualifications

High School graduation, plus two-year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.

Preferred Qualifications

Experience working with students, answering inquiries and resolving problems and issues. Must exercise initiative, tact and discretion.

Must be poised and articulate in working with senior faculty, students and staff and have the ability to exercise a high level of tact and discretion when working with information of a confidential and/or sensitive nature.

Ability to take initiative, prioritize and work effectively under pressure and meet the deadlines and demands of a very busy office.

Ability to accurately interpret, and make decisions within established UBC and Sauder School of Business guidelines and regulations.

Ability to manage financial matters gathering, organizing and summarizing financial information. Proven excellence in written and verbal communication is required.

Ability to handle a wide variety of tasks and establish priorities, organizing workload for timely and effective delivery of services, including careful attention to details.

Ability to exercise judgement under pressure and demonstrate initiative in handling matters of a complex and non-routine nature. Ability to work flexible hours and overtime.

Experience with the following systems considered an asset: Microsoft Office, Learning Management Systems, HTML, Canvas, WordPress, UBC Student Information System (SISC), UBC Faculty Service Centre (FSC) and FMIS as well as experience with on-line portals and writing for the web.