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Position Summary:
Under the supervision of the Continuous Improvement Manager, the Assistant Supervisor Service Point supports students, applicants, parents, alumni, and the general public by providing service and information concerning policies and procedures with respect to admissions, registration, student accounts, and fees, tuition and immigration documents. Act as first line of contact for Arts & Science students, resolve student issues on the spot or via case-management. Services are provided to graduate, undergraduate, exchange, professional, and other categories of students.
Primary Responsibilities:
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Answers questions in-person, on the phone, by e-mail, or by other written correspondence such as social media.
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Resolves problems and address concerns and issues from students, parents, faculty, staff, departments, and from other third parties regarding the following areas: admissions, registration, student accounts, student records and transcripts, tuition and immigration status, exams, exchange programs for Arts and Science students.
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Follows through on issues until resolved, providing necessary correspondence and contact with students or third parties. Contacts student advisors, faculties, or other university departments to clarify situations, as necessary.
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Renders decisions related to tuition and immigration status in consultation with McGill colleagues, and makes decisions, which are consistent with provincial and federal legislative documentation.
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Works collaboratively with colleagues in Partner Units to implement cross-training and appropriate professional development opportunities for staff. Actively works with service professionals cross-trained in all areas.
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Supervises direct reports, and coaches and mentors Service Point staff regarding effective decision-making and policy interpretation. Meets regularly with employees, assign work, verifies work and sets deadlines. Approve vacation and absences.
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Accountable for the SME functional area of expertise assigned. Reports to direct manager regarding the volume of work for that area, the resourcing of that work, and the capacity for the work to be done within pre-established work norms.
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Provides a positive leadership model to staff. Is a willing mentor, shares knowledge and expertise freely, and creates a safe and productive working environment. Gives presentations.
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Ensures that he/she is informed of and provided with up-to-date information regarding all policies, procedures, and practices related to the Service Point.
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Commits to the provision of outstanding service and contribution to the Service Point team in ways which are consistent with the values, credo, and aspirations of McGill’s division of Student Life and Learning.
Other Qualifying Skills and/or Abilities
Three or more years’ experience in a customer service related field in a post-secondary education environment preferred. An equivalent combination of education and experience will be considered. Strong oral and written communications skills with ability to react to customers quickly, accurately, and congenially. Supervisory skills experience. Excellent customer service skills, attention to detail, and a high level of organization. Proven ability to work effectively as a team member. Experience in student admissions, registration, student accounts, and financial aid within a University environment preferred. Comprehensive knowledge of the University’s policies, procedures, educational programs, and services. Comprehensive knowledge of the Provincial and Federal legislation and guidelines as related to educational programs and services. Strong knowledge of Provincial & Federal legislation with respect to student fee structures and immigration. Knowledge and understanding of the Student Information System (Banner) and Microsoft Office. Demonstrated strong project management and presentation skills. Ability to analyze and interpret data and make independent decisions. Cross-cultural communication skills and experience working with diverse communities.
As one of Montreal's Top Employers, here is what we offer:
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Competitive benefits package (Health, Dental, Life Insurance) (if eligible)
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Defined contribution pension plan (with employer contribution up to 10%) (if eligible)
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Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
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Competitive vacation policy
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Two (2) personal days
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Two (2) floating holidays
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Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
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Paid time off over the December holiday period
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Tuition waiver for regular employees and their dependents
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Up to two (2) days of remote work per week where the position permits
Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.
Knowledge of 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 on a scale of 0-4.
For a definition of our language proficiency levels, please click here.
Minimum Education and Experience:
Bachelor's Degree 1 Year Related Experience with Bachelor’s Degree / DEC III 3 Years Related Experience with DEC III
(MPEX Grade 03) $63,350.00 - $74,530.00 - $85,710.00
Job Profile:
MPEX-SAF1A - Student Enrolment - Professional 1 (Excluded)
33.75 (Full time)
Continuous Improvement Manager
Position End Date (If applicable):
2027-01-29
2026-07-26
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].
