Assistant Manager, Residence Assignments & Administration

Staff - Non Union

Job Category M&P - AAPS Job Profile AAPS Salaried - Student Management, Level A Job Title Assistant Manager, Residence Assignments & Administration Department Administrative Support | Residence Life Management | Student Housing and Community Services Compensation Range $5,365.42 - $7,709.92 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date September 20, 2024

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date Dec 31, 2025

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The Assistant Manager, Residence Assignments and Administration (AMRAA) will work collaboratively to meet the goals of the Residence Life & Administration team. The role involves overseeing the occupancy management of over 13,000 student beds and ensuring the effective execution of processes related to room offers and assignments. The position entails managing various processes and responsibilities, focusing on enhancing productivity and streamlining administrative processes, all while maintaining a student-centered approach. This position is also responsible for developing in-depth knowledge of the student housing database, identifying areas of improvement particularly in database utilization and staying informed about best practices and trends in residence occupancy management.

The AMRAA manages unionized staff (CUPE 2950) cultivating a student-focused environment for customer service and support.

The AMRAA is required to be available by phone after typical work hours and serve on the front desk on-call rotation and holiday coverage shared with other managers.

Organizational Status

The AMRAA reports to the Associate Director, Residence Admissions and Administration. The position manages a team of Admissions and Assignments staff (CUPE 2950). This position works closely with other Residence Life managers, Front Desk Services, Facilities and Building Services, and other SHCS managers.

Work Performed

Supervision and Leadership:

• Manages a team of CUPE 2950 Residence Assignments Coordinators.
• Facilitates regular team meetings to discuss occupancy/vacancy trends, escalated student concerns, and share regular updates.
• Provides ongoing coaching and manages the professional growth and performance management of the assignment team members.

Administration:

• Collaborates with the Associate Director and Manager of Administration in strategic planning of the Residence Offer and Room Assignment process. Oversees the effective implementation of this process, ensuring a seamless and equitable allocation of housing resources to students while maintaining compliance with established policies and procedures.
• Develops and implements systems, technology solutions, and/or business process changes to enhance the efficiency of the student housing offer, room assignment, and room transfer processes.
• Reviews information on the Student Housing website to ensure it is current and proposes changes to improve the user experience.

Staff Recruitment, Training and Onboarding:

• Oversees interviewing, hiring, and onboarding of new CUPE 2950 assignment staff and student staff.
• Delivers ongoing training and staff development to CUPE 2950 staff to ensure consistent and quality levels of service and support staff retention. Ensures compliance with UBC and UBC Student Housing and Community Services HR standards and procedures.
• Ensures all employees work in a correct, safe manner, and are trained in regards to all necessary safety and environmental regulations, standards, practices and procedures. Ensures safety practices are in compliance with applicable WorkSafeBC regulations, UBC Student Housing and Community Services policy and UBC policy.

Student Services:

• Handles complex student cases related to eligibility for student housing and outstanding fees. Collaborates with department and campus partners for resolution, providing advising to students from inception to conclusion.
• Addresses appeals and complaints related to student fees and eligibility, listens to and assesses cases, and provides responses while considering the parameters outlined in the Student Housing Residence Contract and departmental policy.
• Applies innovative problem-solving techniques to address unique student situations that may require deviation from established department policies, presenting well-considered recommendations to the Associate Director or Manager of Administration, and is responsible for the execution of agreed-upon actions.
• Represents Student Housing at prospective student fairs, faculty and department information sessions and other relevant events.
• Acts as an initial point of contact for campus partner inquiries regarding student housing.
• Communicates with different audiences and tailors comments and advice to individual circumstances, exercising tact to ascertain and discuss issues and deal with difficult interactions.

Data Collection and Analysis:

• Develops reports on occupancy, finance, residence waitlists, and cancellations. Analyzes the results, identifies trends, and compares data to previous years to facilitate data-informed decision-making.
• Collects, synthesizes, and analyzes data; drafts reports to inform departmental and University decisions.

On Call Support:

• Participates with other managers in after-hours front desk on-call rotation (evenings and weekends) to manage shift changes.
• Reviews and maintains policies and guidelines regarding shift coverage.

Consequence of Error/Judgement:
Poor judgment or failure to maintain policies and standards could result in poor public relations, loss of property or injury to residents, loss of revenue, loss of prestige and potential legal ramifications for the University.

Supervision Received:
Reports to the Associate Director, Residence Admission and Administration. Works independently in accordance with general directives and goals. Work is reviewed in terms of achievement of goals and overall effectiveness in management of services.

Supervision Given:
Directly manages a team of Student Housing Assignment Staff (CUPE 2950).

Minimum Qualifications:
Undergraduate degree in a relevant discipline. Minimum of one to two years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications:
Experience managing staff in a multi-unit unionized environment preferred. Effective oral and written communication, leadership, training, conflict resolution, and organizational skills. Experience interviewing and evaluating applicants. Computer skills required – familiarity with Microsoft Office at an advanced level. Ability to work effectively within a team environment and collaborate with others. Ability to work under pressure and meet deadlines. Ability to work flexible hours and days of the week – not all working hours will take place between 9am and 5pm. Is familiar with the terms of the collective agreements for CUPE 2950 regarding scheduling and overtime. The incumbent should expect seasonal peaks with workload.