Manager, Awards - Processing

Job Summary

Recruitment and retention of international undergraduate student talent through an exceptional international awards program supports faculty enrolment targets, enables UBC to compete effectively for outstanding international students with university peers in Canada, the US and abroad, and ensures access to UBC for a number of international students from diverse socio-economic backgrounds. The International Student Initiative is responsible for designing and maintaining scholarship programs that enable the university to meet its international undergraduate enrolment and diversity goals.

The Awards Team as part of the ISI is responsible for supporting the recruitment and retention of outstanding international undergraduate students through recruitment activities, and award adjudication and administration – Awards Processing – as well as continuing scholarship recipient programming and advising – Awards Programming.

The Manager, Awards - Processing manages the recruiting and advising services to international students with the goal of encouraging well-qualified students to seek admission to the University's undergraduate degree programs at both the Vancouver and Okanagan campuses. This position's primary portfolio manages international entrance awards; leading the team that adjudicates student applications and selects the incoming cohort of award recipients, providing recruiting and advising services for recipients of UBC's flagship programs, Outstanding International Scholars and International Major Entrance Scholarship, as well as for prospects for the International Scholars program and all other awards and financial assistance programs funded by the International Student Initiative.

Additionally, this position strategically ideates, designs and manages recruitment, and collaborates with the Manager Awards, Programming on retention events and activities intended to support and develop exceptional merit and need-plus-merit (hybrid) scholarship recipients throughout their time at UBC, from prospect development, admissions, registration and through to graduation. This is primarily an on-campus recruitment position that may only occasionally be required to engage in off-campus recruitment-related travel to support Awards recruitment and strategic ISI recruitment initiatives.

To successfully manage recruiting students through scholarships, this position develops and implements proper award management systems and tools, including designing new programs. This role provides oversight and management over the large volume of applications received for all awards managed by ISI including hybrid awards, merit-based awards, and awards for continuing students. This role works with vendors and stakeholders across and external to the University to assess business needs and create and develop appropriate systems and workflows for the lifespan of the award cycle from application to awarding.

Organizational Status
The Manager, Awards - Processing reports to the Director, International Recruitment, Scholarships and Awards on a strategic and operational basis. Within the Awards Team there are two portfolios – Processing, which manages award recruitment, adjudication and administration, and Programming which manages new and continuing student advising and programming. This role works closely and collaboratively with the Director and Manager, Awards – Programming, as well as members of ISI staff at both the UBC V as well as the UBC O campuses. The incumbent manages staff, works with International Student Recruiters and Advisors, and provides management to volunteers on a number of projects and events. Works closely and collaboratively with units in Enrolment Services such as Admissions, Enrolment Service Advisors, Student Financial Support, and Systems.

Work Performed

1. The incumbent will manage the development, implementation and evaluation of University-wide international undergraduate scholarship and award programs, including all associated business processes, policies and systems. This includes responding to and managing elevated student cases.

2. Manages the day-to-day operations of the ISI Awards Processing unit within the Awards Team that consists of one recruiter/advisor position and two co-op positions. This includes monitoring and managing workflows and workloads of all unit members.

3. Leads and provides overall management of the adjudication, selection and offer processes for all awards programs offered by the ISI to students at both UBC campuses with the purpose of recruiting a diverse, academically talented and engaged awards cohort each academic year. This work focusses on policy development and implementation, as well as the ideation and creation of awards adjudication and processing systems and business processes.

4. Leads the ongoing evaluation of all services and processes provided by the ISI Awards Team, especially with regards to developing measures for evaluating program effectiveness. This includes reporting to the Director on the spend within designated pools of funding, yield rates and establishing award offer values, adjudication processes and terms of reference.

5. Works collaboratively with the Manager, Awards – Programming on all advising and programming activities in the ISI Awards Team for award recipients.

6. Develops new opportunities to advise high school and post-secondary school counsellors and administrators at non-profit organizations about award eligibility and nomination processes, and advises prospects and their parents on the terms of the awards, eligibility requirements, deadlines, and all other required elements for award consideration. Exercises judgment, tact, discretion and cross-cultural sensitivity in this regard, considering special or unusual circumstances that families may present.

7. Builds coalitions and connections with the Strategic Operations, Global Recruitment, and other ISI teams to develop new interactive e-recruitment presentations, live-chat advising initiatives, and other types of virtual and in-person meetings with prospective students, applicants and newly admitted students to encourage their interest in UBC.

8. Researches and ideates new broad-based initiatives, advising the Director on cross- campus synergies and opportunities with key stakeholders at both campuses to ensure seamless program delivery and best practices in student recruitment and retention initiatives.

9. In conjunction with campus partners and faculties, identifies gaps in awards processing, and leads the creation, direction and development of the best awarding practices to support the unique needs of different departments and their student populations. Provides input and decisions on exceptional or unique award recipient circumstances and award appeals. Liaises with faculties to support faculty award adjudication

10. Researches and reports on international financial assistance programs offered by other institutions for best practice and benchmarking purposes. Identifies new opportunities, ideates plans for new awards and award implementation processes, and works within Senate guidelines to ensure awards programs are strategic and aligned with UBC's international student enrolment goals. Provides subject matter expertise, ensures understanding of complex award eligibility policies and administrative procedures, and influences student decision making on the basis of best practices and draws on internal and external guidelines, policies, procedures, and past precedents to determine the best course of action.

11. Manages and implements all new and current awards application systems and tools. Ideates new processes, and interrogates existing processes and systems to create efficiencies and support cross-campus implementation. Develops workflows and application process mapping for new awards and student system implementations. Determines application workflow processing for all ISI entrance award portfolios. Integrates UBC tools and systems (CRM systems, Workday, Student database systems) with award applications and student information. Represents ISI as the Subject Matter Expert for awards for the Integrated Renewal Project and Learner Financial System project and advises, validates, and signs off on new application designs.

12. Conducts recruitment and advising services in a professional manner; understands limits to knowledge; observes confidentiality in relation to UBC data, market intelligence, and other knowledge and information about the University; complies with the University's policies pertaining to Freedom of Information and Protection of Privacy when advising students, handling student data and information and interacting with counsellors and parents and others acting in a third-party capacity.

13. Works proficiently with the Student Information System, the Client Relationship Management system and other data management systems to obtain information on the status of a student's inquiry or application for advising purposes. Works proficiently within designated systems to plan on-campus events, school visits, and record data obtained from schools, run reports, and communicate with prospects and applicants. Leads the team that works closely with the Director, to mine data on the progress and origin of awards applications, and to monitor the yield rates by school and region in terms of applications, eligibilities and registrants.

14. Manages appropriate follow-up with contacts made with counsellors and prospective students during events. Evaluates the outcomes of various recruiting activities and award initiatives and programs, preparing reports and making recommendations to the Director for changes or improvements.

15. Oversees the application of in-depth knowledge and understanding of complex requirements and admissions policies, as well as knowledge of Canadian and foreign credentials, international documentation and different countries' educational systems, in responding appropriately to inquiries. Conducts training with direct reports on these topics.

16. Manages staff who advise prospective students, school counsellors, and others on current academic program opportunities at the University, on admission requirements, prerequisite studies required for certain programs, English language proficiency requirements, and international student tuition fees. Provides information on housing and other student services available to international students at UBC.

17. Provides in-put and feedback to the Recruitment Marketing and Prospective Student Engagement Team in the development of promotional print and multimedia materials used for recruitment and advising purposes. Identifies key messages or approaches that would be most salient to a particular region or market segment within the region.

18. Manages the hiring, training, and supervision of M&P recruitment staff and Awards – Processing co-op positions. Responsible for performance evaluation, employee development, and ongoing training of direct reports. Oversees training program, professional development, skillset applicability, and performance reviews of student employees. Provides opportunities for student workers to grow their skillset and have a meaningful co-op opportunity with ISI.

19. Leads other recruitment, advising and program development activities as required, in keeping with the terms of the position. May represent the unit on cross-unit projects or on other University committees as assigned.

20. Adheres to UBC's policies, particularly UBC's Travel Policy, and policies on safeguarding security of data and electronic devices; adheres to Freedom of Information and Privacy policies with regard to student advising. Exercises sound judgment and follows departmental protocols for travel safety and communication with the home office when abroad, and stewards the University's property and resources responsibly in carrying out recruitment and advising services when at home and on overseas assignments.

As an ISI team member

· Models commitment, a valuing of diversity, respect for others and the work;

· Carries out all work duties in an exceedingly professional and ambassadorial manner;

· Contributes to a culture that supports innovation, and that identifies new programs and initiatives that will move the university forward towards achieving its international enrolment goals;

· Contributes to a team culture that supports integration and collaboration across all of ISI’s functional teams;

· Contributes to a team environment that celebrates diversity, champions equity, builds on strengths found in differences and seeks personal growth in these areas.

Consequence of Error/Judgement

This is a leadership position within the International Student Initiative. This position is responsible for managing effective recruitment and advising services and delivering accurate information about UBC's complex array of programs and admission requirements and support services available for international scholarship students within the University's undergraduate faculties. The dissemination of inaccurate information, exercise of poor judgment, without due tact and sensitivity would result in the loss of confidence in UBC by the student, the student's parents and school counselors and could jeopardize the student's relationship with UBC. Poor performance in carrying out development and advising services would damage the University's reputation abroad and at home.

Improper management of the awards adjudication process for the Outstanding International Scholars and International Major Entrance Scholarship international could result in cost overruns and could damage credibility of UBC. Improper oversight of the advising process could reduce the numbers of viable candidates and could result in lost opportunities for outstanding students as well as damage the university's reputation with key stakeholders around the world. Inability to handle the process with fairness and integrity for the ISI's flagship awards programs would undermine the confidence students and schools have in the UBC International awards programs, and could undermine the reputation of the ISI and UBC as a whole.

Inadequate or inappropriate support given to students may result in significant distress for students and an inability for them to continue their studies. Inability to plan and carry out activities in a well-organized and professional manner could result in damaged relationships with internal and external stakeholders, lost opportunities and cost overruns. Poor performance would reflect negatively not only on the ISI and associated awards programs, but on the University as a whole and would deter international students from choosing UBC thus jeopardizing the University's ability to meet its international student enrolment objectives.

Lack of cross-cultural sensitivity can also cause serious misunderstanding and/or hardship for students, faculty and staff. Poor management of staff or volunteers may lead to inefficiency, discontentment or grievances.

Supervision Received

Reports to the Director, International Recruitment, Scholarships and Awards. Works independently with considerable autonomy but within the mandate of the position. Works closely and cooperatively with the Director and the Manager, Awards – Programming, and other recruiter/advisors, as well as with other staff in the ISI and UBC to meet the goals and objectives of the International Student Initiative. Exercises initiative, diplomacy, tact, resourcefulness and sound judgment when representing the University. Must exercise cross-cultural sensitivity and intercultural skills when developing and delivering presentations and advising services for students having different linguistic and cultural backgrounds. Must employ tact and diplomacy in interactions with students and their parents, with counsellors and institutional representatives, as well as with faculty, staff and students at UBC.

Position is subject to annual performance reviews.

Supervision Given
Hires and supervises M&P and student staff directly, and manages student volunteers on projects, oversees team projects and initiatives as assigned. Responsible for hiring, supervision, evaluation, training, development, and termination of M&P and student staff. Responsible for on-going mentoring, teambuilding initiatives, and professional development of Awards Team staff

Minimum Qualifications

Undergraduate degree in a relevant discipline.

Minimum of five to six 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

Education/Work Experience

An in-depth knowledge of University admission criteria, services and resources for international students.

In-depth knowledge of major international secondary educational systems, including provinces in Canada, British patterned, US, IB, and other systems.

Experience supporting and advising international students at the post-secondary level.

Experience managing or adjudicating for selective awards programs preferred. Demonstrated experience using tact and judgement to solve problems and work collaboratively with key stakeholders on student/client cases.

Broad experience with international student issues and concerns especially as related to students under need-based scholarship and merit-based award funding;

Experience in program development, delivery and assessment. Expertise in designing and delivering workshops, information sessions and managing events.

International experience preferred. Experience working, studying or living abroad is desirable.

Performance Competencies and Criteria

Knowledge of theories of intercultural communication, international development, and student development preferred.

Knowledge of award persistence best-practices and associated complexities associated with international students in a post-secondary environment.

Demonstrated ability to communicate effectively orally and in writing in English. Ability to perform effectively in public-speaking roles including on camera (for the purposes of e-recruitment presentations)

Excellent interpersonal and diplomacy skills as well as demonstrated ability to work effectively across cultures. Ability to work effectively in cross-functional teams and to develop positive and effective working relationships with students, faculty, staff and community members.

Demonstrated ability to effectively communicate and interact with empathy, understanding and respect of diverse and divergent perspectives and behaviors.

Ability to collaborate across difference and work through conflict.

Nuanced appreciation of how historic forms of prejudice and oppression (racism, sexism, colonialism, etc.) shape the everyday experiences of people in workplaces.

Actively seeks to understand the climate of reconciliation in Canada and at UBC and its relationship with UBC’s commitment to inclusion.

Ability to respect and advocate for diverse perspectives, including perspectives in conflict with one’s own.

Excellent organizational and time-management skills especially as related to planning and managing concurrent events and processes from inception to follow-through.

Demonstrated ability to engage positively and effectively as a member of a high-functioning team in a fast- paced and results-oriented office environment.

Ability to take initiative, work independently, and exercise resourcefulness.

Demonstrated ability and high level of proficiency using Excel. Strong computer skills and ability to use and manipulate data for analytical purposes.

Proficiency in using Outlook, and other standard office software required. Proficiency in using UBC's client relationship management system and Student Information System, or experience using similar management systems.

Ability to speak a second language is an asset. Ability to travel in BC, the US or internationally if required. Must be a Canadian citizen or a landed immigrant in Canada.

Must be able to work some weekends and evenings.