Associate Director, Operations

Associate Director, Operations

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Job Summary
Reporting to the Executive Director, PGP, and working closely with the Academic Directors and
Program Directors, the Associate Director, Operations is responsible for the overall academic
operations of the PGP department. This role is responsible for implementing the PGP strategic
vision and ensuring performance and operational standards are met. The Associate Director,
Operations is responsible for leading a team of staff in delivering and enhancing the high level of
customer service that has contributed to the success of these programs, which includes
overseeing the administrative and logistical functions required to run a customer service
focused organization. The incumbent will develop and implement systems, standard operating
procedures, and policies for the efficient and effective running of PGP programs. The Associate
Director, Operations will take a leadership role within the Smith School of Business by creating
strong relationships among several departments within the organization to ensure a smooth
overall execution of our programs as it relates to program delivery. The Associate Director,
Operations will establish best practices by developing, recommending, and implementing
systems and procedures for the efficient and effective running of all professional graduate
programs at Smith School of Business. This position works closely with Program Di r e c tors
to ensure that staff supports the high academic and business standards expected of a world
leading graduate business school.
The Associate Director, Operations’ responsibilities include activity and priority planning and
coordination, policy and procedure analysis and adaptation, staff supervision and human
resources functions, and communications and information management. This position also
involves responsibility for the planning, coordination and implementation of special projects or
functions that are integral to improving the operation of the department. It is expected the
Associate Director, Operations would constantly seek to improve the overall efficiency and
effectiveness of the academic operations.n

Job Description
KEY RESPONSIBILITIES:
• Responsible for the overall successful operations of the PGP Programs.
• Work closely with PGP Program Directors and Academic Directors to ensure the staff meets
the high academic requirements and standards of the programs.
• Manage and oversee all operational aspects of the PGP Programs. Lead a customer-focused
team of staff that provide support and services to faculty and students. Responsible for
providing high level support to the planning and preparation of day-to-day program
delivery.
• Plans, prioritizes and manages the work of administrative staff and provides strategic and
tactical advice, guidance, and coaching to staff. Fosters and supports the creation of a highperforming
team environment.
• Identifies the need for staff resources. Participates on staffing committees and makes
effective recommendations regarding the selection of job candidates for full-time, part- time
and casual staff.
• Assesses staff training and development needs and ensures that employees receive
orientation and training to improve and sustain performance. Supports and encourages
individual career/professional development.
• Leads the administration and operation of the Professional Graduate Program's office. This
includes planning, coordinating, and prioritizing activities, faculty interface, cost control,
budgeting, and developing and implementing standard operating procedures.
• Monitors all aspects of program delivery; evaluates and interprets policy and procedures
and presents financially validated business cases to improve efficiency and effectiveness.
• Responsible for leading, directing, motivating, and developing direct and indirect reports.
• In consultation with Executive Director, PGP, responsible for overseeing and managing an
operations budget and ensuring expenditures are appropriate.
• As a member of the leadership team, involved in the annual and long-term planning of PGP
Programs.
REQUIRED QUALIFICATIONS:
• Master of Business Administration degree, with five or more years’ experience in an
equivalent role.
• Proven experience in a senior management and leadership role.
• Demonstrated effectiveness working in a team environment.
• Demonstrated experience creating and fostering diverse and inclusive environments
• Experience in policy setting or writing.
• Familiarity with university environments. A sound knowledge of university regulations
and policies and an understanding of the organization and operation of Smith School of
Business are additional assets.
• Experience teaching on or managing graduate level programs is considered an asset.
• Consideration will be given to the equivalent combination of education and experience.
SPECIAL SKILLS:
• Excellent communication (both verbal and written) and interpersonal skills. Incumbent
interacts with many different individuals in a variety of contexts including staff,
students, executive level professionals and senior academics.
• Proven management skills demonstrating experience in a management setting with
skills in organizing, motivating and directing all individuals and teams to achieve
objectives.
• Planning skills to propose new initiatives and participate in strategic planning.
• Excellent organizational skills are necessary to co-ordinate and direct the work of the
program staff. Ability to cope with multiple, simultaneous demands and resolve priority
conflicts.
• Incumbent must be objective, fair, impartial, and flexible without compromising
standards and established policies.
• Analytical and interpretative skills are required. Ability to synthesize information from
a wide variety of sources. Ability to conceptualize creative plans and workable
solutions for dealing with an array of management problems.
• Empathy and understanding to address complex student concerns and issues related to
program delivery and service. Ability to work with diplomacy in resolving interpersonal
conflicts.
• Public speaking and presentation skills.
• Financial management skills.
• Familiarity with computer systems, applications and database management.
DECISION MAKING:
• In conjunction with other senior members of the management team, determines
appropriate budgets; monitors expenses; manages within budget; make
recommendations for annual and long-term budget planning.
• Decides work allocation and distribution among office staff to ensure the smooth
operation of the PGP office.
• Determine appropriate communication (written or oral) with faculty and staff to
provide information, advice and clarification.
• Develops appropriate office policies and procedures.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and
promotions.
• Evaluates employee performance and decides on appropriate training or coaching to
address lack of proficiency in carrying out responsibilities, or remedial action for staff
disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations
on appropriate course of action or next steps on grievances.
• Determines appropriate action to handle emergencies in accordance with departmental and
university procedures.
• Financial decisions with budget preparation, annual and long-term planning.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

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 View email address on clients.njoyn.com .