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 Graduate Diploma in Immigration and Citizenship Law (“GDipICL”) is an innovative online program designed to equip students with the knowledge, strategic competencies, practical skills, and critical judgement necessary for a career in immigration consulting as well as roles in the broader immigration ecosystem. The GDipICL is Canada’s only English-language pathway to becoming a licensed immigration consultant and prepares students for the College of Immigration and Citizenship Consultants mandatory Entry-to-Practice Exam.

The Faculty of Law seeks an experienced leader who is excited for the opportunity to work with a team of committed professionals and administrators. The incumbent will positively contribute to Canada’s immigration sector by building working relationships with industry experts and shaping the student experience of future immigration consultants.

Reporting to the Academic Director, GDipICL, the Manager, Academic Operations and Administration, GDipICL provides leadership to the program support staff and is responsible for the overall management, planning, implementation, and evaluation of strategies and processes for all aspects of academic operations and program delivery from post admission to convocation. The GDipICL leadership team is comprised of the Academic Director; Manager, Academic Operations and Administration; and Manager, Admissions and Recruitment, who work closely together to develop the strategic priorities of the program, motivate the GDipICL team to achieve goals and objectives, and support the overall success of the program.

This position will require the incumbent to work non-traditional hours (some evenings/weekends).
Job Description

KEY RESPONSIBILITIES:

• Creates a positive and welcoming environment that respects and supports diversity and promotes a workplace culture of inclusion for individuals with diverse backgrounds and identities.
• Manages all aspects of academic operations, planning, and administration for program delivery from post admission to convocation, including but not limited to, overseeing student services, course planning and scheduling, student orientations, exam and grade administration, academic integrity, standing and accommodation, academic progression, and financial assistance and awards.
• Works closely and collaborates with the Manager, Admissions and Recruitment, GDipICL to ensure smooth integration of admissions and recruitment functions with academic operations for holistic strategic planning and program development.
• Manages the student academic advising function to ensure consistent application of academic regulations and procedures. Serves as the primary contact for students with complex issues. Liaises with Instructors and other student services to inform, clarify, confirm, and explore alternative solutions and address student concerns, consulting with the Academic Director, GDipICL as appropriate.
• Oversees the tracking of student progress and integrates statistical information (e.g., attrition and time to completion rates) to evaluate outcomes against goals and objectives and to report on key performance indicators.
• Cultivates relationships and regularly works closely with internal collaborators (e.g. staff teams within the Faculty of Law, such as the Educational Development Team, Marketing and Communications, and Information Technology; the School of Graduate Studies and Postdoctoral Affairs, Student Accessibility Services, and the Office of the University Registrar) and external constituencies (e.g. the College of Immigration and Citizenship Consultants, professional associations, leading immigration practitioners) to ensure adherence to Faculty and University policies and procedures and industry standards.
• Manages the recruitment, onboarding, orientation and training, and employee life cycle for Coordinating Instructors and Instructors, in collaboration with the Academic Director, GDipICL, and in keeping with HR best practices. This includes forecasting Instructor staffing levels for each course, in each academic term, using student enrollment data and statistical trend analysis, and determining when recruitment is necessary.
• Provides expert guidance and advice to Instructors regarding the application of academic regulations and procedures including academic standing, academic integrity, academic considerations, and accommodations to address concerns as the arise.
• Identifies opportunities for improvement and provides recommendations or strategies for change, including the introduction of new policies, procedures, processes, and reporting mechanisms, to address the needs of multiple constituents (e.g., students, Instructors, and staff).
• In consultation with the Academic Director, GDipICL, explores viable solutions to address and resolve student performance and disciplinary matters brought forward by Instructors.
• Responsible for the strategic planning (short-term and long-term), coordination, and implementation of special projects and initiatives that are integral to improving program delivery. Identifies opportunities for process improvements and efficiencies and makes recommendations to the Academic Director, GDipICL.
• Manages the development, implementation, and ongoing review of quality assurance measures and continuous improvement processes, to promote and support efficient academic operations.
• Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance, and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages staff performance by establishing performance standards, reviewing, and evaluating performance, and conducting formal performance reviews on a regular basis.
• Assesses staff training and development needs and ensures that employees receive necessary training and support to meet role-specific expectations and sustain successful performance.
• Investigates, addresses, and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge, and probationary termination.
• Undertakes other duties as assigned in support of the program and the Faculty.

REQUIRED QUALIFICATIONS:

• University degree in a related field. Master’s degree in a cognate discipline preferred.
• Minimum of five years of experience managing an academic program in the post-secondary education

sector. Experience managing an online academic program is considered an asset.

• Previous experience in a leadership role and managing staff in a unionized environment.
• Understanding of course delivery, including timetabling and workload issues.
• Experience in gathering, documenting, and analyzing business processes and procedures.
• Demonstrated knowledge of best practices regarding academic integrity, student accommodations, application of regulations or standards as they relate to academic or professional conduct.
• Demonstrated experience in strategic planning, providing support for policy development or analysis and project management.
• An extensive understanding of the various student services available to the University is considered an asset.
• Knowledge of the post-secondary academic and administrative environment and/or immigration consulting sector is considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Cultural competency with demonstrated skill and understanding of diversity and equity issues to promote a culture of respect, equity, and inclusion and to foster a collaborative work environment.
• Excellent verbal and written communication skills with the ability to produce correspondence, policy documents and proposals in a clear and concise format.
• Excellent organizational and planning skills with demonstrated ability to manage several functions simultaneously, cope with multiple demands and resolve conflicts. Ability to coordinate and lead the execution of activities efficiently and effectively.
• Strong interpersonal skills enabling effective interaction with students, staff, faculty, and external offices. Ability to foster and cultivate effective relationships with law students and student organizations and groups.
• Strong leadership skills to influence and motivate others to achieve objectives.
• Initiative and self-motivation to manage multiple demands, resolve priority conflicts, and develop and implement new approaches to setting and meeting objectives.
• Analytical skills, including the ability to synthesize information from a wide variety of sources and devise plans and solutions for a wide range of problems in order to evaluate current program effectiveness.
• Ability to be objective, fair, impartial and flexible in problem-solving, while upholding policies and procedures.
• Strong software skills, especially MSOffice (Access, Excel, Outlook, and Word); demonstrated expertise in database management, queries, reporting and analysis; experience with maintenance of web applications and interfaces.
• Good judgement and instincts, combined with the ability to grasp concepts and ideas quickly and to always work effectively with integrity, professionalism, confidence, and compassion.

DECISION MAKING:

• Determine most effective approach for complex academic operational management and planning, in consultation with the Academic Director, GDipICL, on matters relating to academic program strategy, practices, and delivery.
• Assess complex student issues, identify potential risks, and determine appropriate measures to be taken. Determine urgency of student needs and decide when to refer student to other units for specialized advice, assistance, or personal counselling.
• Make judgements regarding appropriate processes and technology to support collecting, merging,

analyzing, and reporting of data to support academic operations, make improvements, and achieve program objectives.

• Determine appropriate methods for establishing and maintaining collaborative relationships with colleagues within the Faculty, and others from across the University.
• Assess Instructor staffing levels and forecast Instructor staffing needs to meet student enrolment and optimum class sizes. Determine when Instructor recruitment is necessary and work closely with the Faculty of Law HR team to plan and initiate recruitment strategy. Determine administrative support required to assist the Academic Director, GDipICL and the Advisory Committee with the initial vetting of applications.
• Determine relevant changes to policies and/or the introduction of new policies and procedures to address administrative issues, support program assessment and improvement processes, and enhance effective operation and of the program.
• Address and resolve incidental and systematic issues as they arise by gathering and processing relevant information and taking appropriate action and/or implementing appropriate measures, as required.
• Determine, in consultation with the Academic Director, GDipICL, short-term and long-term strategic planning requirements to achieve program objectives.
• Exercise sound judgement regarding when to consult with or escalate matters to the Academic Director, GDipICL.
• Evaluate job candidates for staff vacancies and make effective recommendations on suitable hires.
• Decide on work prioritization and time-management.
• Make decisions and/or effective recommendations regarding transfers and promotions.
• Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assess investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Make effective recommendations on level of discipline up to discharge and probationary termination.

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 applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca .


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