Lead Coordinator, Academic Administration

University of Ottawa

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Job Type:


Duration in Months (for fixed-term jobs):


Job Family:

Academic Administration

# of Open Positions:


Faculty/Service – Department:

Operations & Exam Centre


Main Campus

Union Affiliation:


Date Posted:

avril 01, 2024

Closing Date:

avril 12, 2024

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

Hours per week:


Salary Grade:

SSUO Grade 09

Salary Range:

$67 783,00 – $85 623,00

About Student Affairs :

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Coordinate front-line service processes and operational processes related to the planning and implementation of adaptive testing and services. Directly supervise test proctors, internal and external service providers (sign language interpreters, note takers, transcribers, etc.) and act as their primary point of contact. Find solutions to special requests, seize opportunities to review, develop and implement processes according to best practices. Communicate promptly, effectively and accurately and find solutions to the many problems presented in order to develop a rewarding academic experience. The incumbent will be required to work on shifts (days, evenings, weekends) and the schedule may be adjusted or modified to meet operational demands of the Centre. 

In this role, your responsibilities will include:

  • Provide front-line service to students: Act as a resource person for the community by providing information in person, in writing or by telephone on the various services offered, eligibility requirements, university life, student services, university regulations and other options for post-secondary studies, while ensuring the quality of the information provided, in both official languages.
  • Assess needs and make recommendations: Anticipate, analyze and interpret student needs, determine policies and processes to be implemented, diagnose and make recommendations to address student issues, and ensure implementation of recommendations. Resolve complex problems and ensure the necessary follow-up.
  • Human Resources: Responsible for the hiring process of administrative staff under direct supervision: sorting resumes, organizing and managing selection committees and making recommendations on candidate selection, to ensure that vacancies are filled on time to meet operational needs. Approve leave and conduct performance appraisals for employees under his/her supervision. Interpret collective agreements and apply University procedures and regulations.
  • Supervision: Supervise work performed by employees and suppliers under his/her responsibility. Determine priorities, advise on the achievement of individual objectives, develop training plans (group and individual), motivate staff, provide coaching and feedback. Promote management tools to enhance employee engagement within the sector in order to maximize productivity and minimize turnover.
  • Staff training: Develop and deliver the content required for the training of employees under his/her responsibility. Ensure that they have the training and tools they need to carry out their responsibilities effectively and efficiently.
  • Course and exam management: For students with disabilities under his/her responsibility, coordinate course and exam schedules with identified service providers. Validate information and coordinate the human resources allocation process in line with student needs. Coordinate operational logistics and ensure that the necessary staffing levels are in place. Ensure that services rendered meet the needs identified by Learning Specialists.
  • Electronic file management: Organize and maintain electronic files and records in accordance with internal processes and policies, and exercise ethical judgment when handling confidential information.
  • Review work methods: Design and implement new or modify existing processes, procedures and work methods, and ensure team compliance in order to continuously improve activities to maximize productivity and efficiency. Review and fine-tune existing processes to increase team productivity and efficiency.
  • Process planning: Anticipate, analyze and interpret needs, determine policies and procedures to be implemented. Develop an operations schedule and determine the resources needed to meet deadlines. Plan, develop and apply work methods and tools to improve performance and service quality.
  • Reporting and data management: Conduct analysis and research, compile data, statistics and other information to produce reports to support discussions, decision-making and special projects.
  • Project Management: Plan and manage assigned projects. To this end, specify project scope, define project milestones, track all relevant progress, make adjustments during the course of projects, and ensure effective communication among stakeholders. Manage and monitor the execution of projects assigned to his/her team.
  • Representation and information transfer: Participate in various committees and meetings related to business processes or student services and transfer information to the team. Work closely with departments, services and associations to ensure quality and relevance of services. Act as a consultant to faculties and university services.
  • Documentation: In collaboration with various stakeholders, prepare and revise relevant information reflected on the web and in various publications. Prepare documentation related to academic accommodations to contribute to an enriching university experience. Write and update internal manuals on procedures, processes and systems related to the incumbent’s responsibilities.

What you will bring:

  • Bachelor’s degree in health sciences, psychology, education or related field (or equivalent experience).
  • At least 2 years supervisory experience.
  • Extensive knowledge of high school, college, undergraduate and graduate school programs and a minimum of 5 years experience in a school environment.
  • Knowledge of administration normally acquired through post-secondary training and several years’ experience in a similar role. 
  • Experience in providing customer service.
  • Experience in interpreting, communicating and implementing procedures, policies and methods.
  • Hands-on experience with computer applications such as Microsoft Office Suite, the University of Ottawa’s Student Information System (SIS) and Talisma, as well as standard computer tools (Windows, Internet, e-mail).
  • Ability to deal with conflicting priorities and meet tight deadlines in a fast-paced work environment.
  • Ability to concentrate in an open, stimulating environment where multiple interruptions are a constant reality. 
  • Ability to manage multiple files with attention to detail.
  • Ability to make decisions that may have an impact on students, employees or department members.
  • Tact, diplomacy, discretion and good judgment. 
  • Bilingualism – French and English (oral and written).
  • Experience in collecting and analyzing data and writing administrative and statistical reports.
  • Experience in implementing strategies and activity plans for students.
  • Excellent communication skills to understand the needs of students and employees. 
  • Excellent organizational skills 
  • Organizational and analytical skills, excellent judgment and attention to detail. 
  • Knowledge of the University’s administrative structures and processes is an asset.

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa: 

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.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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