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Reporting to the Vice-Provost and Dean of Student Affairs (VP/Dean), the Executive Director, Housing & Ancillary Services works as part of the Student Affairs executive leadership team and as the chief housing officer to advance the University’s mission through operational and strategic direction of a range of services that reflect the University’s strategic goals and have a significant impact on students, faculty, staff and campus visitors.
The Executive Director, Housing and Ancillary Services operates with a high level of autonomy and is responsible for guiding the dynamic and successful delivery of housing services (Residences and Community Housing), Hospitality Services, Event Services, the Enrichment Studies Unit and the Donald Gordon Centre to potential and current students, staff, faculty and the broader community. This position has overall responsibility for the Queen’s Residences operation, which is a key part of the student experience at Queen’s. The incumbent exercises leadership in the area of alcohol legislative compliance with the Liquor License Act, including direct accountability for the liquor licenses for the four campus pubs and the university's catering operations. The Executive Director is responsible for developing and monitoring budgets totalling over $80M.
The Executive Director, Housing and Ancillary Services is also part of the Vice-Provost/Dean of Student Affairs Executive Leadership team, which addresses overall divisional issues such as staffing, budget, planning, and strategic direction.
- Engage in strategic visioning, goal development and forecasting, and propose recommendations to the VP/ Dean to ensure the financial and operational viability of the diverse Housing & Ancillary Services portfolio;
- Oversee all operational aspects of the University’s residence buildings (over 4,500 students) and the university’s 500 off-campus rental units (approximately 1,000 students);
- Tactically develop and implement long-term plans for all housing and ancillary service units through the preparation and management of annual budgets and operational plans;
- Assess and operationalize revenue opportunities across the portfolio;
- Working closely with the office of Physical Plant Services, plan and oversee all major construction and renovation projects related to new facilities. Develop plans for the redevelopment of residence physical plant, the off-campus housing portfolio and the campus food services, including deferred maintenance planning, aligned with best practices for residential environments;
- Direct, negotiate and administer all aspects of food service and cold beverage contracts on campus, setting institutional goals for hospitality and liaising with internal and external stakeholders to represent the interests of the University. Develop and direct processes for monitoring and renegotiating contracts. Actively contribute to student life on campus through the administration of processes for the disbursement of funding through the cold beverage exclusivity contract;
- Oversee the management of the University’s four liquor licences, providing expertise and guidance at all levels through the development of policies and best practices to ensure safety and adherence to legal requirements. Advise the university and student government(s) on risk management and alcohol policy as it relates to student safety, the Liquor License Act and liability;
- Develop key alliances and positive relationships with internal and external stakeholders, including student leaders, landlords and city representatives to ensure that the University and City communities are mutually well-served;
- Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection;
- Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis;
- Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance;
- Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination;
- Oversee the development and evolution of technology within Housing and Ancillary Services to maintain standards for services while planning for future growth and service opportunities;
- Liaise with internal and external stakeholders on relevant matters and provide timely, accurate advice to senior administrators on all matters related to housing and ancillary services;
- Support efforts to promote diversity, inclusivity and equity;
- Represent the VP/Dean and/or Queen’s at meetings, functions, or other venues;
- Oversee or participate in projects, committees, and other initiatives in Student Affairs, the University, or community as needed;
- Other duties as assigned by the VP /Dean.
- Graduate or advanced professional degree in student affairs, administration or related discipline;
- Minimum 10 years progressive management experience in financial management, human resources, facility management, residential living or food services; experience in a postsecondary education setting required, ideally within a Student Affairs portfolio;
- Significant experience in policy development, evaluation and risk-mitigation;
- Demonstrated experience building, directing and motivating management, administrative and unionized teams;
- Expertise in housing and ancillary practices and trends;
- Experience in the management, negotiation and monitoring of large external contractors;
- Consideration may be given to equivalent combination of education and experience.
- Ability to negotiate effectively with internal and external groups on a wide variety of issues and to successfully lead others in discussions and planning;
- Expert and forward-thinking project management and skills;
- Strategic planning skills to provide timely leadership for all aspects of a diverse portfolio, with the distinctive ability to respond effectively to quickly evolving situations and opportunities;
- Ability to creatively develop goals that reflect the University’s vision, build revenue and enhance campus life;
- Proven ability to manage time and delegate appropriately across a large and diverse portfolio;
- Demonstrated management, leadership and supervisory skills, including a proven ability to direct and mentor teams and individuals to foster positive communications and a team approach among diverse team members to the provision of services to students;
- Excellent communication and interpersonal skills and high comfort level with leading discussions, negotiations, planning sessions and presentations at the senior level;
- Excellent analytical and problem solving skills, including the ability to identify, analyze and propose solutions for existing issues as well as an ability to anticipate challenges and potential opportunities;
- Ability to organize and coordinate multiple tasks and responsibilities;
- Crisis management skills, with the ability to understand, manage and lead staff through sensitive situations or crises as they arise;
- Commitment to excellence in customer service.
- Analyze, recommend and determine how to translate the mandate and strategic initiatives of Student Affairs and the Housing & Ancillary Services portfolio into concrete actions to achieve University, Division, Portfolio and Unit goals and priorities;
- Develop, implement, and evaluate administrative policies, procedures and practices for all areas that reflect the goals of the department and the institution, ensuring that they fall within University standards, goals and objectives;
- Make forecasting, financial planning, budgeting and operational decisions that affect the financial stability of Housing and Ancillary Services, aligning processes and resources to meet the vision and goals of the University;
- Realize and act on revenue opportunities within all areas of the portfolio;
- Strategically develop and direct large food service contracts, taking into account the needs of all members of the Queen’s community;
- Make decisions to mitigate risk, minimize liability and ensure compliance with applicable legislation, such as the Liquor License Act and the Residential Tenancy Act;
- Determine and implement the best methods for service delivery across the portfolio;
- Determine organizational structure and resource allocation to provide the necessary range of services to students;
- Approve all licensed events on the campus;
- Evaluate job candidates and make effective recommendations on suitable hires;
- Make decisions and/or effective recommendations regarding transfers and promotions;
- Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations;
- Assess investigation outcomes and make effective recommendations on appropriate course of action or next steps on grievances;
- Make effective recommendations on level of discipline up to discharge and probationary termination;
- Ensure the provision of a safe, secure and comfortable residential experience that meets the diverse living and learning needs of residents.
The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at firstname.lastname@example.org.
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