Job Summary

Reporting to the Associate University Registrar, Enrolment Services and Administration, the Manager, Financial Aid is responsible for the day-to-day operations, oversight and effective delivery of government student financial assistance programs administered by the Office of the University Registrar (OUR) in support of strategic initiatives and priorities of Queen’s University.

The incumbent will manage and provide leadership to all staff responsible for administering Ontario Student Assistance Program (OSAP), the equivalent out-of-province government student financial assistance programs, William D. Ford Direct Loan Program (US Title IV program), and other financial aid programming and will be accountable to ensure full compliance with government regulated policies and will ensure excellent service to students.

The incumbent will collaborate with a wide range of stakeholders, including Faculty/School administrators, Queen’s Student Accessibility Services (QSAS), other teams in the OUR, and external financial assistance partners to maintain and enhance the delivery of financial aid programs. The incumbent will be responsible for developing and fostering external partner relationships, which may include financial aid stakeholders, Canadian, Ontario, Provincial/Territorial and US government partners and professional associations.

KEY RESPONSIBILITIES:
• Oversee and provide management direction for the administrative functioning and processing of all government student financial assistance programs and Queen’s developed loan programs administered by the Office of the University Registrar. This includes planning and execution of all activities related to the management of these programs and to ensure delivery of seamless integrated service to all clients.
• Recommend and manage resource allocations; this includes developing comprehensive annual and longer-term business plans, aligned with university objectives.
• Develop, implement, and evaluate business processes and procedures, ensuring compliance with government regulations related to financial aid. This includes the
development and presentation of formal recommendations, providing analysis of options, resource estimates and risk/benefit analysis with the objective of facilitating effective financial aid decisions.
• Plan, implement and evaluate administrative and program policies, procedures, and practices in support of the University goals and priorities, and determine where improvements can be made to enhance client services and to simplify and improve efficiency.
• Identify, develop and maintain relationships with key partners, including internal and external stakeholders, agencies, governmental and non-governmental organizations, involved with financial aid.
• Liaise and communicate with QSAS to disseminate information and coordinate the delivery of the Bursary for Students with Disabilities program while ensuring full compliance with government policies and regulations.
• Develop appropriate measurement criteria and evaluate statistical results; develop performance metrics to ensure financial aid targets support strategic enrolment initiatives.
• Develop, implement and evaluate business processes and procedures, ensuring compliance with government regulations related to financial aid. This includes the development and presentation of formal recommendations, providing analysis of options, resource estimates and risk/benefit analysis with the objective to facilitate effective financial aid administration and decisions.
• Lead and manage all information systems development as it relates to the delivery of the government student financial assistance programs.
• Promotes a culture of inclusion, with a commitment to the university’s equity, diversity, Indigenization, accessibility, and inclusion initiatives designed to foster an inclusive, supportive, and welcoming work environment for individuals with diverse backgrounds and identities.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance by establishing employee performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assess staff training and development needs and ensure employees receive training required to improve and sustain successful performance.
• Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge, and probationary termination.
• Prepare reports and briefings as required.
• Represent the Financial Aid Office in discussions on various university-wide issues and policy formulation. Serve on committees as a representative of the Financial Aid Office.
• Perform additional duties assigned by the Associate University Registrar, in support of the department.

REQUIRED QUALIFICATIONS:
• A University degree and a minimum of 5 years’ of progressively responsible experience managing administrative systems and operations, preferably within a university or public-sector environment.
• Extensive background and knowledge of financial aid regulations and policies and strong understanding of student financials is an asset.
• Knowledge of PeopleSoft Student modules an asset, in particular, Financial Aid, Campus Community, Admission, Reporting and Student Financials.
• Demonstrated experience developing proposals and project plans, including measurement criteria.
• Demonstrated success managing and directing staff.
• Proven leadership and team building experience.
• Experience gathering, documenting and implementing business processes and policies.
• Experience developing service targets, including measurement criteria.
• Consideration may be given to an equivalent combination of education and experience.