Follow us on LinkedIn

Posting Reason:

Temporary replacement of a regular position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

8

Job Family:

Customer Service

# of Open Positions:

1

Faculty/Service - Department:

InfoService

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2026/03/26

Applications must be received BEFORE (YYYY/MM/DD):

2026/04/06

Hours per week:

35

Salary Grade:

SSUO Grade 10

Salary Range:

$80,942.00 - $102,245.00About 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 enroll for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities 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:

Plan, direct, organize, control, and evaluate the delivery of high‑quality customer service, as well as activities related to financial records, registration of non‑degree students, legal status, immigration, health insurance for international students, and official documents for the entire current and prospective student population, the university community, and the general public. Deploy the necessary means to optimize the use of available resources while ensuring consistent interpretation and application of practices, processes, and policies. Implement work methods that enhance teamwork and the quality of services offered. Act as a resource person for complex issues.

The role of the Associate-Supervisor, Infoservice is to support the Supervisor and management by taking responsibility for the daily operational tasks. They directly supervise certain teams or specific projects and ensure that the directives and strategies defined by management are effectively implemented, while coordinating and monitoring activities to ensure organizational objectives are met.

In this role, your responsibilities will include:

• Operational Management. Plan, direct, organize, control, and evaluate activities related to financial records, non‑degree student registration, legal status, immigration, health insurance for international students, and official documents.

• Staff Management. Supervise, evaluate, and train staff under their responsibility, while measuring performance using key indicators to ensure alignment with objectives. Plan, prioritize, and distribute staff workload in the short, medium, and long term to meet operational and administrative requirements while respecting established deadlines for various processes.

• Continuous Improvement. Ensure team members have the training and tools needed to perform their work and foster a culture of continuous improvement.

• Conflict Resolution & Support for Complex Cases. Act as a resource person for complex issues and assist team members in resolving conflicts that may arise with clients. Resolve complaints and take decisive action to ensure effective and satisfactory resolution. Make quick, fair, and equitable decisions. Advise and make recommendations to management on cases brought to their attention.

• Innovation & Quality Assurance. Identify, develop, and implement new procedures and initiatives to improve customer service excellence. Ensure quality control and evaluation of procedures and services using, among other tools, statistical data.

• Data Analysis & Recommendations. Prepare complex reports to support planning and decision‑making. Provide data‑driven recommendations.

• Service Continuity. Ensure continuity of services during absences, which may include performing frontline service or acting as a program‑change specialist.

• Quality Control. Ensure quality control of transactions related to admissions, registration, student records, financial accounts, etc. Ensure that transactions comply with University regulations and uphold professional ethics and confidentiality standards within the team.

• Advisory Role. Act as a subject‑matter expert for partners by providing explanations and recommendations to clients.

• Funds Control. Supervise and strictly control fund management, including verification and execution of financial deposits for the unit. Ensure accurate and compliant financial procedures and protect assets from errors or fraud.

What you will bring:

• University degree in management or a relevant field, or an equivalent combination of education and experience

• Three years of experience supervising human resources in a unionized environment

• Two years of experience in customer service management

• Bilingualism (French and English), spoken and written

• Demonstrated experience using computerized systems

• Strong interpersonal, communication, negotiation, and conflict‑resolution skills

• Ability to manage priorities and make decisions to optimize resource use under strict deadlines

• Experience analyzing academic records and interpreting, communicating, and applying university regulations and procedures

• Experience applying, interpreting, analyzing, synthesizing, and documenting procedures

• Strong judgment regarding risks and the relative importance of operations

• Proven ability to manage personal stress and support others in managing theirs (workload, difficult interactions, etc.)

• Autonomy and attention to detail to handle a high volume of transactions while ensuring data accuracy

• Availability to work evenings and weekends as needed

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 hrtalentmanagement@uottawa.ca 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.