Systems Support Supervisor

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McGill’s Scholarship and Student Aid Office (SSAO) advises McGill students on funding options, budgeting, and debt management. They administer all provincial, federal, and US government student financial assistance. They offer an Entrance Bursary Program, Entrance Scholarships, an In-Course Financial Aid Program (loans and bursaries) and a Work Study Program based on financial need.

Position Summary:
Under the direction of the Associate Director, is responsible for financial aid & awards help desk services, training for Banner/Minerva Financial Aid & Awards system and related applications, providing customer service, documentation and communication support. Participates in the development and implementation of systems, procedures, policies and processes to support the delivery and administration of the University's student aid programs and government aid programs.  Establishes work priorities. Performs other related duties.
Primary Responsibilities:

• Supervises Award Processing Services support staff. Ensures the delivery of outstanding, timely response to inquiries,
  monitors transactions performed by staff and conducts occasional work audits. On-boards, orients and trains permanent and temporary staff which includes casuals, or work study students.
• Oversight of all award support service operations (Award disbursements from over 400 award processors, Error report management, Student Funding inbox which averages approximately 10,000 emails per year).
• Monitor adherence to Committee on Enrolment and Student Affairs (CESA) framework for the governance and policies around student awards. Ensure proper codification standards for changes/new Award funds and provide oversight and quality control of all Aid Fund Code records. Maintain and publish official Undergraduate Scholarships and Awards calendar
• Act as advisor to unit members regarding University policies and procedures relating to student award processing. Provides Award Processing end-user support by responding to inquiries and providing assistance to users as required.
• Present training workshops/information sessions for end user community. Conduct needs assessments, design workshops/presentations and develop/maintain supporting training and reference materials for publication as knowledge base articles or toolkit documentation.
• Participate in system testing for new/changes to functionality in Banner Student Aid system. Participates in projects, system development and implementation, process improvements to Banner/Minerva financial aid & awards system and all related applications (i.e.: SAMS, Minerva Financial Aid administration, etc.)
• Website development/maintenance.      

Other Qualifying Skills and/or Abilities

Knowledge of student financial aid systems and the ability to interpret policies and procedures. Experience with public speaking in order to provide training workshops, information sessions and/or related presentations. Experience working in student-focused and service-oriented environment, with an ability to effectively communicate with internal and external contacts.  Demonstrated experience supervising and coaching staff.  Must be detail-oriented to manage and update constant changes of information. High degree of flexibility in managing multiple files simultaneously, with the ability to prioritize and meet strict deadlines. High level of interpersonal and organizational skills.  Approachable  and resourceful under pressure. Proven ability to deal with confidential information with discretion. Must have demonstrated experience and ease with new technological applications. Proficiency in using all Microsoft Office tools. Proficiency in using MINERVA, Banner (Student-SIS, Finance-FIS and Student Aid/Awards-BSA), strong asset. Proven ability to work with McGill web platforms, strong asset. Excellent verbal and written communication skills. Knowledge of French and English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level 3 (advanced) on a scale of 0-4.

#LI-Hybrid

Minimum Education and Experience:

DEC III 3 Years Related Experience /

Annual Salary:

(MPEX Grade 03) $59,870.00 - $70,440.00 - $81,010.00

Hours per Week:

33.75 (Full time)

Supervisor:

Associate Director Systems

Position End Date (If applicable):

Deadline to Apply:

2023-06-15

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected] .