Program Manager

JOB SUMMARY:
Reporting to the Associate Director (Graduate Programs), in the Centre for International Management, and working closely with the Program Director, the Program Manager will be responsible for the day-to-day operations, effective planning and delivery of events for graduate programs in China. This includes the completion of complex administrative duties in support of the department and specific projects. The incumbent will initiate, organize and implement graduate program events and be responsible for establishing and maintaining relationships with the current student body. This is a key position for the maintenance and operations of the graduate programs in China. In addition, this position will support the student recruitment function by managing a portfolio of inquiries and applicants, build strong working relationships, make recommendations on the candidacy for the program(s) and represent Queen’s at recruitment and industry events.

At times, the incumbent will be required to travel, and work irregular hours including weekends and evenings.  

KEY RESPONSIBILITIES:   

• Advise, assist and provide guidance to others. This includes providing professional guidance with a strong customer-focused mindset to all degree-seeking students; program inquiries and applicants on the application process; suggesting policy or procedure changes to senior administrators; and advising staff in the department on ways to increase organizational effectiveness while being sensitive to issues affecting performance of staff.  
• Act as a liaison and department contact to program participants. This involves acting as a departmental contact and resource person while keeping senior administrators and program directors advised and aware of important matters. This includes, but is not limited to, liaising with others within the department, within the university, and with outside agencies; serving as the contact for the Student Executive Council (SEC); serving as contact for questions, comments or concerns; and resolving problems where possible and answering questions as they rise and redirecting only highly unusual problems to more senior staff.
• Primary contact for administrative staff at partner universities. This includes maintaining lines of communication with staff, organizing regular meetings and possible travel to China.   
• Coordinate and manage all elements of the program experience which requires a high degree of attention to detail.  Working closely with units within Smith School of Business, centrally at Queen’s University, and externally with colleagues at partner universities, acting as a liaison to share information to ensure that the overall operation and execution of the program runs effectively. Responsible for the creation, maintenance and accuracy of the program portal, working closely with staff and external departments that provide content to the portal.   
• Act as a liaison and department contact for faculty. Elements include working closely with program faculty to ensure that they are scheduled properly and their course material needs have been communicated clearly. Responsible for booking the travel and accommodations for faculty teaching in China, including liaising with the faculty to ensure visas are obtained and organize travel schedules.    
• Directly manage a portfolio of applicants by providing advice and guidance on programs that meet their specific professional goals.  Ability to maintain strict confidentiality due to the sensitive nature of applicants who may be applying to professional programs and may not be ready to inform their employer. May be required to communicate unfavourable admission decisions to candidates who do not meet the requirements of our admission standards.
• Provides assistance to the recruitment function by attending recruitment events both on and off campus to market and promote Smith School of Business programs in order to generate a pool of strong applicants and meet enrolment objectives.  
• Provides high quality Mandarin/English translation support including, but not limited to, live translation during meetings, translation of written documents, and translation of marketing material.  

REQUIRED QUALIFICATIONS:   

• A post-secondary degree with at least 3 years of job related experience.  
• Previous experience working in an internationally focused environment.
• Fluency in written and oral English and Mandarin.
• Experience researching, developing and implementing targeted plans.
• Previous experience in a service-oriented administrative office in a coordinating/advising role.
• Experience promoting, planning and executing events.
• Experience providing guidance and advice to students.
• Consideration will be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Excellent organizational and time management skills with the ability to multi-task on a regular basis.  
• Excellent interpersonal and communication skills, both oral and written, with strong problem solving skills.  
• Analytical, interpretive, and problem-solving skills. Ability to work with information (both qualitative and quantitative) to draw conclusions about program efforts.  
• Computer and office skills, including proficiency with a variety of word processing programs, CRM database program (Salesforce), as well as the ability to learn new software.
• Resourcefulness, creativity, and initiative. Ability to visualize the complete process and the function of each unit within a system. 
• Ability to lead, support and motivate.
• Ability to establish and maintain relationships.
• Ability to handle stress and act quickly to requests.
• Ability to work with minimal supervision and act independently in the absence of the Manager or Director, in accordance with the CIM's policies and procedures.
• Adaptable to a diverse, challenging and changing work environment.
• Additional foreign  languages,  international/intercultural experience an asset
• Comfortable speaking in group settings.
• Service oriented perspective.  

DECISION MAKING:  

• Prioritize own work to meet objectives and deadlines.
• Determine how to respond to challenging questions from senior management, program participants and internal/external stakeholders.
• Determines logistics for events.
• Evaluates events and determines if they have met established goals and objectives; in consultation with the Program Director and Associate Director, determines appropriate methods for improvements.  
• Determine best method of tracking and managing student association budget.
• Decide how, when and to whom information should be distributed.
• Makes daily operational decisions regarding administrative matters and resolve problems within guidelines as they arise, referring only highly unusual problems to more senior staff.  
• Seeks and provides solutions to problems.   
• Determines most appropriate responses to questions posed by students; decides when to include senior staff.
• Evaluate admission applications and assist in making admission decisions along with the Program Director and Associate Director.