Manager, Residence Administration (term)

Date Posted: 05/09/2025
Req ID: 42878
Faculty/Division: Operations and Real Estate Partnerships
Department: S&E Student Residences
Campus: St. George (Downtown Toronto)

Description:

The Student Residences team at Spaces & Experiences (S&E) oversees and operates undergraduate and graduate student housing for more than 2,200 students on the St. George campus. Our residences include Chestnut Residence, Oak House, Graduate House, and Knox Residence. Our residences offer a supportive and dynamic living-learning environment that fosters academic success, personal growth, and a strong sense of belonging. 

Reporting to the Dean of Residence & Director of Student Life, the Manager, Residence Administration (MRA) is responsible for overseeing residence service operations and administration across the portfolio. The MRA manages the operation of residence service desks and ensures the delivery of exceptional customer service. The incumbent is responsible for ensuring our community spaces and amenities are well-maintained, functional, and meet evolving student needs. Additionally, the MRA is responsible for management of our residence life offices, including overseeing daily operations, space allocation, and ensuring a well-organized and efficient work environment. 

Collaboration is central to this role, with the MRA working closely with the Residence Operations team to coordinate major residence activities, ensure operational readiness, and maintain safe, secure, and welcoming environments. Together, they establish plans for cleaning, repairs, capital improvements, and communication strategies related to residence services and facilities. 

A key leadership role, the MRA provides direction to a team of residence services staff, overseeing recruitment, training, and performance management. The incumbent fosters an inclusive, supportive workplace culture, ensuring staff deliver high-quality services that contribute to a positive student experience.

Qualifications:

EDUCATION:
•    Bachelor’s degree or equivalent combination of education and experience. 
•    A related Master’s degree in Business, Management, Education, Student Affairs, Communications or Leadership would be an asset.

EXPERIENCE:
•    A minimum of five (5) years progressive professional experience in residence services, student housing, or related student services within a higher education environment.
•    Proven track record in operational management of student residences, with a focus on service desk operations and other administrative functions.
•    Experience in developing and implementing service delivery models, operational plans, and continuous improvement initiatives.
•    Experience in policy and standards development, including the creation and implementation of departmental standards, processes, and procedures.
•    Demonstrated experience in human resources management, including recruitment, performance management, and employee development, preferably in a unionized context.

•    Experience in project management, with the ability to plan, execute, and evaluate the success of initiatives within established timelines.
•    Budget management and financial analysis experience, including forecasting, monitoring expenditures, and financial reporting.
•    Expertise in stakeholder management, including collaboration with internal departments and external vendors.
•    Knowledge of equity, diversity, and inclusion principles and practices in a higher education setting.
•    Experience in data analysis and reporting, including preparing annual reports and evaluating service effectiveness.
 

SKILLS:
•    Strong planning and operational management skills, with the ability to set priorities and achieve short- and long-term goals.
•    Proven leadership and team management skills, capable of motivating and developing a team of diverse professionals.
•    Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely to diverse audiences.
•    Strong interpersonal skills, with the ability to build rapport, negotiate effectively, and resolve conflicts professionally.
•    Analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations for continuous improvement.
•    Organizational and time management skills, capable of managing multiple priorities and deadlines simultaneously.
•    Adaptability and resilience in a fast-paced environment, with the ability to navigate ambiguity and embrace change.
•    Exceptional customer service skills, with a student/client-centered approach.
•    Advanced problem-solving and decision-making abilities, especially in handling escalated issues.
•    Proficiency in data analysis and reporting, with the ability to derive actionable insights from survey data, financial reports, and operational metrics.
•    Strong knowledge of health and safety regulations, risk management, and compliance in a residence setting.
•    Commitment to equity, diversity, and inclusion, with the ability to integrate these principles into residence operations and service delivery.
•    Technical proficiency in relevant software systems, including StarRez (or similar), Microsoft Office suite, keycard systems, and other data analysis and reporting tools.
 

Please note:

•    This role is a full time on site position and is not eligible for an alternative working arrangement.

•    This is a term role until November 2026. 

Closing Date: 05/21/2025, 11:59PM ET
Employee Group: Salaried
Appointment Type: Ancillary Operations
Schedule: Full-Time, term until November 2026
Pay Scale Group & Hiring Zone: PM 3 -- Hiring Zone: $91,937 - $107,259 -- Broadband Salary Range: $91,937 - $153,227
Job Category: Administrative / Managerial