Program Manager

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

The Program Manager works as a member of the program management team responsible for the day-to-day operation of Queen’s Master of Finance program. This includes the completion of complex administrative duties including but not limited to, program scheduling, planning and coordinating class sessions both in Kingston during onsite residential sessions and at the Toronto campus, and large scale event planning. The Program Manager will build strong professional relationships with program participants and become the first point of contact for participants for any matters related to the program. There is an element of out-of-town travel and irregular hours including evenings and weekends involved in this position. This position reports to the Associate Director, Master of Finance and works closely with the Director, Master of Finance and members of the Professional Graduate Program Services office. This position is based out of Toronto, Ontario.

Job Description

• Act as a liaison and department contact to program participants. This involves acting as a departmental contact and resource while keeping direct supervisor and senior administrators advised and aware of important matters. This includes, but is not limited to, liaising with others within the department, within the university, and with outside agencies; serving as contact for questions, comments or concerns; and resolving problems where possible, answering questions as they arise, and redirecting only highly unusual problems to more senior staff.
• Administer operational functions or processes. This involves the planning and execution of the evening and weekend classes and other program activities. This also includes participating in short and long-term project planning and implementation while verifying accuracy of outcome, and ensuring that the results meet the departmental standards and needs. Administrative support to senior staff may also be required such as confidential correspondence preparation, scheduling, participation in meetings, and document preparation.
• Prepare surveys to program participants at regular intervals to ensure constant feedback is received on the status of the program. Prepare statistical reports and analyze and interpret the data to identify trends, opportunities or potential issues within the program and escalate to the Associate Director. Suggest policy or procedure changes to senior administrators and identify ways to increase organizational effectiveness while being sensitive to issues affecting performance of staff.
• Coordinate and manage all elements of the program experience; this requires a high degree of attention to detail. Elements include working closely with program faculty to ensure that they are scheduled properly, their course material has been communicated clearly and assignment and exam dates have been established. Working closely with external departments within Smith School of Business, act as a liaison to share information to ensure that the overall operation and execution of classes runs effectively. Responsible for the creation, maintenance and accuracy of the program portal, working closely with staff and external departments that provide content to the portal.
• Occasionally required to support recruiting initiatives. This may include, contacting prospective candidates, arranging meetings for the Associate Director or in certain situations, conducting presentations to interested candidates.
• Professional interaction with all clients, staff and senior administrators; communicating issues in a professional manner; and being an effective and supportive member of the operational team. Ability to work outside the functional team to support all aspects of program delivery and administration when called upon. Supervision of student staff during onsite residential sessions and weekend/evening casual staff at the Toronto campus Provide guidance to administrative staff that support the assignments, exams and grades functions of the program.
• Undertake other duties or special projects as required in support of the department.

• A University degree combined with several years’ experience in a similar role. A combination of equivalent education and experience will be considered.
• Proven success in a customer service environment
• Should possess proven leadership ability
• Experience promoting and executing special events
• Experience in an administrative/service capacity

• Communication (both verbal and written), listening, and interpersonal skills are critical qualities to possess in order to perform the many duties of the position which require interaction and communication with others both internal and external to the department.
• Ability to promote a team environment by taking on leadership, support and motivating roles while maintaining a positive attitude. Strong customer service mindset.
• Organizational skills with the ability to manage priority conflicts.
• Strong attention to detail even when under stress or time pressure.
• Excellent self-management skills. Must be able to work under minimal supervision in a high-performing team based environment.
• Ability to work under time constraints and meet deadlines.
• Ability to adhere to strict confidentiality.
• Advanced skills in Microsoft Office including Word, Excel, and PowerPoint. Experience with database use and CRM systems is considered an asset. Familiar with Learning Management Systems (LMS) such as Desire2Learn (D2L) which is currently being used. Must be able to adapt to changing technology and implement new developments to increase productivity.
• Resourcefulness, creativity, and initiative. Ability to visualize the complete process and the function of each unit within a system. Analytical, interpretive, and problem-solving skills. Ability to work with information (both qualitative and quantitative) to draw conclusions about program efforts.

• Prioritize own work to meet objectives and deadlines.
• Determine how to respond to challenging questions from senior management, program participants and internal stakeholders.
• Use personal judgment and discretion to shape duties on a day-to-day basis as need and departmental priorities dictate.
• Determine how, when and to whom information should be distributed.
• Based on information and direction of department, interpret policy or analyze procedures and recommend changes or amendments as required.
• During peak periods and in conjunction with the Associate Director, delegates work and provides guidance to students and/or casual staff.
• Make daily operation decisions and resolve administrative problems within guidelines. Answer queries and produce and distribute information material. Refer complex problems to the Manager, Program Experience and/or the Program Director.
• Recommend new procedures and changes to existing procedures in order to positively impact department or unit’s operation to avoid future difficulties.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

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 [email protected].