Casual Staffing & Operations Manager

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Student Accessibility and Achievement provides an array of learner support services to McGill students of all levels of study, including reasonable academic accommodations for those with documented disabilities of either a permanent, temporary, or episodic nature. ​They foster an accessible and inclusive university experience for McGill’s diverse student population in collaboration with other Student Services and the wider McGill community through resources and services. 

Additional Information: Overtime, including evening and weekend hours may be required during peak periods.

POSITION SUMMARY: 

Under the supervision of the Associate Director, Exams & Operations, ensure the seamless integration of human resources services across casual staffing operations at Student Accessibility & Achievement (SAA).  Oversee and approve time entry, record management, and scheduling, ensuring compliance with various Collective Agreements, HR policies, and privacy regulations. Maintain a deep understanding of collective agreements and university policies to drive operational excellence by developing and implementing processes that streamline workflows and enhance service delivery. Lead recruitment, onboarding, and training initiatives. Manage operations, including scheduling hours for a variety of exams and other work. Directly supervise casual employees (e.g., AGSEM, AMUSE) and employees in MUNACA positions. Meet regularly with employees to review work priorities and deadlines, and to provide coaching and training. Consult with Managers regarding performance and set goals and objectives. Approve absences and vacation. Collaborate with key university stakeholders to ensure practices remain innovative, inclusive, and compliant with the latest standards in HR, IT, and financial operations, ensuring that existing administrative and technical procedures and policies are followed

PRIMARY RESPONSIBILITIES

Staff Management: 

• Act as liaison between managers within the unit and Student Services (S2) HR. Provide guidance to local managers on HR, University, and Service policies and procedures.
• In consultation with S2 HR, develop and document policies that work within the S2 and the SAA framework. Advise SAA managers on HR activities for non-unionized and unionized groups, including collective agreements.
• Handle grievances, disputes, and disciplinary matters by gathering appropriate documentation and preparing these for presentation to HR and Labour and Employee Relations (LER). Participate in grievance and arbitration meetings.
• Assess training needs, develop materials, and deliver training sessions.
• Lead recruitment for casual exam staff (invigilators, scribes, readers, exam coordinators), including job postings and interviews.
• Approve and recommend hiring and extension of contracts for all temporary workers within SAA. Develop and review the postings in conjunction with the supervisor to ensure that they reflect the job description and conform with the appropriate collective agreement.
• Supervise casual exam staff (AMUSE, AGSEM, and non-unionized) providing services to the Exam Centre. Ensure the appropriate staffing supports related to casual and/or student staff are in place to support service needs.  [Approximately 175-200 total staff during the academic year and approximately 75 during summer semester.  During peak periods 400-500 exams per day is common in six to 10 separate buildings on both campuses].
• Ensure service standards and policies, particularly confidentiality, are met and followed.
• Ensure appropriate staffing supports for casual and student staff.
• Maintain probationary/trial period compliance and prepare notifications to AGSEM related to the hiring of staff as outlined in the AGSEM-Invigilator Collective Agreement. 
• Receive, investigate and resolve student complaints regarding service policies and procedures as well as the delivery of Exam-related supports.  Resolve issues related to technical service provision and support. 

Case Escalation and Referrals:

• Manage complex escalated cases and inquiries, ensuring appropriate referrals to student support services.
• Report exceptional incidents to the Associate Director and relevant service areas.
• Identify crisis situations and initiate the Crisis Management Protocol, as needed.
• Handle sensitive and confidential inquiries, suggesting solutions and facilitating referrals.

Service Delivery & Logistics:

• Ensure the exam process for students with SAA is respected and efficiently managed.
• Plan logistics for exams, including staffing, training, space assignments, and room bookings.
• Oversee the setup of satellite exam offices and provision of supplies.
• Create, post, and assign shifts for casual staff paying particular attention to the priority pools as outlined in the Collective Agreement(s). Review, verify and approve hour submissions via Workday.
• Manage exam materials' safe storage, pick-up, and delivery.
• Review and update exam procedures and process documentation in collaboration with the Exam Center Manager to implement and establish best practices in accommodated exam provision. 
• Track staff communications, late arrivals, and absences, ensuring records are updated.
• Ensure that Incident Reports are completed and follow up with casual staff for further information.  Escalate to Exam Systems and Scheduling Manager for follow up with the Associate Deans, etc. 
• Prepare relevant reports and statistics to be used for projections and planning. 

Resource Development and Miscellaneous Duties:

• Regularly review and update training materials for casual staff to reflect current policies.
• Develop training on key topics such as handling emergencies, de-escalating situations, and enforcing procedures.
• Create FAQ pages for casual employees to address common issues.
• Compose secure communications to students, faculty, and staff to ensure the dissemination of time sensitive information.
• Liaise with internal and external stakeholders, fostering good public relations.
• Contribute to special projects under the direction of the Exam Systems and Scheduling Manager and/or Associate Director.
• Perform duties of the Tutorial Administrator during planned and unplanned absences, as needed.
• Performs other duties, as assigned. 

Other Qualifying Skills and/or Abilities

• Bachelor's degree in Human Resources, Business Administration, Education, or a related field.
• Minimum 3-5 years of experience in HR management, staff supervision, or administrative roles, preferably in an academic or student services environment.
• Strong understanding of HR policies, collective agreements, and labor relations.
• Proven experience working with collective agreements, unionized and non-unionized staff.
• Experience managing large-scale logistics, such as exam coordination or event planning, an asset.
• Familiarity with university governance, particularly in student services and accessibility.
• Demonstrated ability to take responsibility and deliver results with minimum direction and oversight. 
• Must be self-directed and able to work autonomously and as part of a team in a fast paced, dynamic and deadline-oriented environment.
• Knowledge of crisis management protocols and procedures.Experience using de-escalation techniques, strong asset. Proven proficiency in handling crises and initiating appropriate protocols under pressure.
• Ability to manage escalated cases and inquiries, often of a sensitive or complex nature, and provide effective solutions.
• Proven ability to recruit, supervise, train, and motivate staff, including resolving conflicts and addressing performance issues.
• Demonstrated high-level problem solving, organizational and time management skills with a proven ability to manage multiple complex schedules, logistics activities and projects with competing demands and deadlines.
• Excellent written and verbal communication skills, including the ability to compose professional documents and manage confidential information with tact and diplomacy.
• High level of emotional intelligence and strong interpersonal skills for interacting with students, faculty, and staff across multiple departments.
• Meticulous in managing records, schedules, and HR documentation, ensuring accuracy and compliance.
• Proficient in IT systems related to HR, scheduling, payroll, and record management.
• Proficient with Microsoft Office Suite, HR systems, and databases for tracking staff performance and records.Demonstrated ability to handle quickly changing priorities, including stepping into additional roles or tasks as needed.
• Ability to work closely with various stakeholders, including service areas, faculties, and campus services, to ensure smooth operations and maintain positive relationships.
• 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 4 (fluent) on a scale of 0-4.

Minimum Education and Experience:

Bachelor's Degree 3 Years Related Experience /

Annual Salary:

(MPEX Grade 04) $64,770.00 - $80,960.00 - $97,150.00

Job Profile:

MPEX-ADM2A - General Administration - Professional 2

Hours per Week:

33.75 (Full time)

Supervisor:

Associate Director, Exams & Operations

Position End Date (If applicable):

Deadline to Apply:

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].