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Manager, Business Operations

University of Ottawa

University of Ottawa

Multiple locations
Posted on Friday, June 7, 2024

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Job Type:


Duration in Months (for fixed-term jobs):


Job Family:

Business Operations

# of Open Positions:


Faculty/Service - Department:

Registrar, Operations


Main Campus

Union Affiliation:


Date Posted:

June 06, 2024

Closing Date:

June 24, 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:

Non-Union Grade NM1

Salary Range:

$98,138.00 - $121,799.00About 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:

Provide strategic and operational leadership in the planning, development, organization, control, analysis of quantitative data and delivery of services, and share this expertise with the university community.

Act as a consultant to the university community.

To develop a work environment based on continuous information exchange, outstanding bilingual customer service and innovative work methods through the introduction of technology to better meet the needs of the general population and, more specifically, the student clientele.

In this role, your responsibilities will include:

  • Implement a work plan and mechanisms for monitoring and managing priorities for all operations in order to process service requests from the university community efficiently and fairly.
  • Ensure sound and optimal operational management of departmental resources by adopting a business vision and thus increasing return on investment.
  • Manage all department activities, including the allocation of human and material resources, the distribution of work, the implementation of work methods, and the management of website content in order to offer a high-quality support service.
  • Ensure the implementation of high quality standards, fair policies and clear regulations for all sector activities. The incumbent ensures a year-round process is in place and makes changes as required to maintain data integrity.
  • Implement an effective and efficient communication model to address departmental and faculty concerns and ensure high quality service.
  • Maintain a constant and regular relationship with other departments and faculties to develop modes of communication, promote the exchange of information, and develop a customer service philosophy in order to obtain the cooperation of all sectors of the University in providing quality customer service.
  • Ensure that rigorous quality control mechanisms are in place to guarantee consistency, fairness and efficiency throughout operational processes.
  • Develop statistical and qualitative data collection and planning tools, design and administer surveys, all with a view to improving business processes and optimizing resources.
  • Ensure compliance with University regulations and directives by evaluating Service Center employee training programs, listening to staff to assess their knowledge, and setting up training and information sessions to correct certain points.
  • Recruit, select, train and evaluate employees on their performance and on the quality of information conveyed to customers. Resolve conflicts among staff and with customers referred by staff. Establish guidelines for the approval of staff leave in order to serve customers properly.

What you will bring:

  • Theoretical and practical knowledge of financial management and administration, normally acquired through a university bachelor's degree in administration (or related program).
  • A minimum of 5 to 7 years' experience involving progressively increasing responsibilities in a complex, decentralized organization with multiple stakeholders.
  • Minimum 5 years' experience in human, material or financial resources management.
  • A minimum of 3 years' experience working closely with university faculties and departments.
  • Experience in managing large-scale projects of systemic scope, with different components (e.g. a major technological component; a significant human resources component; implementation of a new institutional regulation and/or policy; etc.).
  • At least 3 years' experience in implementing effective change management strategies to support the achievement of institutional objectives in a changing environment. Ability to develop and implement concrete action plans to ensure change.
  • Experience and ability to contribute to the development of partnerships with faculties and departments.
  • Experience in developing, interpreting, explaining and applying regulations and methods.
  • Knowledge and experience of information technology, particularly computerized management systems and their strategic application.
  • Ability to influence partners and employees and communicate initiatives and vision.
  • Ability to mediate and resolve conflicts in order to deal with difficult customers.
  • Demonstrated ability to analyze documents and interpret their meaning, both qualitatively and quantitatively, with a view to implementing optimal business processes and applying, or having staff apply, appropriate rules and procedures.
  • Ability to design and write reports, communications tools, regulations and procedures.
  • Proficiency in both official languages (oral and written).

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 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.