University of Waterloo

Director, Student Service Centre

Requisition ID
Job Category
Student Services
5530 - Registrar
Job Status
Regular Full-Time
Hiring Range
$74,976 - $93,720


In support of a vibrant student experience, the Director, Student Service Centre is responsible for leadership, strategic planning, and effective delivery of integrated services to students and the campus community within the Student Service Centre (SSC). The Director is responsible for managing interactions and the relationship between the SSC and partner units. The Director works collaboratively with the Faculties and other key stakeholders to ensure the coordination and delivery of exceptional student service.


Strategic direction for the SSC

  • In consultation with partners, leads the development of the long term vision and planning for the department.
  • Develops the SSC’s annual plans and priorities by incorporating stakeholder feedback.

Institutional Leadership and Coordination

  • As a campus leader in customer service, advocates for and supports improvements in all interested areas.
  • Nurtures a strong student-centered mindset amongst SSC staff, ensuring student services provided are innovative, responsive and of the highest quality.
  • Works with customer service areas and units across campus on shared and best practices.
  • Communicates strategy, operations, and outcomes of service delivery to senior administration, students, and campus colleagues.
  • Liaises with appropriate University committees and working groups to ensure that the SSC staff remain current on University policies and procedures.

Provision of Exceptional Service to Students and Campus Partners

  • Strategically selects and deploys hardware, software packages, tools and techniques required to provide a coherent electronic working environment for all members of the UW community.
  • Oversees the consulting, training, communications, support and services required to support this environment.
  • Responds to and anticipates needs of students and on campus partners, providing guidance and alignment of services and support to ensure success of the SSC.

Human and Capital Resources within the SSC

  • Ensures the effective utilization, deployment and development of human and capital resources.
  • Oversees hiring and development of Managers and Specialists.
  • Deploys staff to most productively meet goals and objectives.

  • Coaches, trains and develops employees to enable their professional development.
  • Approves annual performance plans and conducts regular reviews with direct reports.
  • Manages the SSC budget.
  • Oversees the development of cash controls.


  • University Degree or equivalent post-secondary education and experience required
  • Minimum of five years of progressive experience with a proven track record of achievement and success within student services
  • Must be a strong leader, with several years of progressive experience in a people management and leadership role, including a track record of performance management with direct reports, and preferably in a Higher Education environment
  • Ability to foresee services that meet needs of students and the University
  • Proven project management skills
  • Excellent oral and written communication skills
  • Ability to effectively present strategies and plans to senior management
  • Demonstrated ability to influence, negotiate, and develop relationships at multiple levels and across a wide range of audiences and functions
  • Strong organizational and problem solving skills combined with analytical and planning abilities
  • Strong business acumen
  • Flexible and adaptable management style



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