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International Manager

Date: May, 2011
Reports to (Job Title): Director Centre for Career Action & International Employment
Jobs Reporting (Job Titles):

Account Manager
International Student Advisor
International Employment Specialist

Location: Waterloo Campus

USG 13

35 hours per week

Primary Purpose

The International Manager leads, manages and coaches the International team and is responsible for building productive relationships with employers and students that lead to retention of jobs and increased international job opportunities for creditable work terms and an overall positive work term experience for students and employers. In alignment with the CECA employment relations, marketing and student success strategies, the International Manager develops, plans and executes a tactical plan to focus efforts on the areas of greatest priority within their region according to the targets and metrics set by the CECA Executive team. The International Manager develops new initiatives to support the development of international opportunities for students and in some cases, leads the execution of these initiatives through project management. The International Manager ensures compliance with the risk management process.

Key Accountabilities:

1.  Lead and manage direct reports and ensure the delivery of results in support of CECA mission, vision and guiding principles including:

Providing information and context needed for the employee to be effective

Hiring the best people available from inside or outside CECA

Setting goals and expectations and helping employees create clear paths to success

Developing effective work team dynamics

Holding employees accountable for performance including consistent application of CECA business processes

Managing performance through both formal (performance appraisal) and informal methods such as regular feedback, coaching and one-to-ones

Identifying development opportunities in others and co-creating with the employee a development plan; regularly following up on the progress of development



2.  Provide overall leadership to the organization

Personally champion mission, vision and guiding principles and play a leadership role in bringing them to life

Provide input to leadership, direction and strategic planning for CECA

Monitor business practices to ensure that CECA has the appropriate practices and processes to work effectively internally and represent UW externally

Lead the development of new capabilities required by the introduction of new systems, tools or processes
Develop productive, collaborative working relationships across CECA and UW

Lead the identification, development and implementation of projects to improve service quality, relationships, stakeholder satisfaction, timeliness, staff capability and performance
Develop internal/external customer service standards, monitor satisfaction with service delivered and take action to restore and enhance service quality


3.  Ensure co-op studentsuccess within Region

Work with Co-op Student Experience Manager to ensure consistent application of processes by Student Advisors on all aspects of student interaction.

Engage with Co-op Student Experience Manager on developing and utilizing mechanisms for student feedback.

With Centre for Career Action, engage Career Advisors to support students who are looking for an international work experience



4.  Develop and manage an international employment strategy

Work with Director Centre for Career Action and InternationalEmployment to design the International strategy. In relation with Marketing, Office of Development and Alumni Affairs (ODAA), Marketing Undergraduate Recruitment (MUR), Waterloo International, identify target area for International development

Develop relationships with UW and external stakeholders to support International opportunities (e.g. Visa providers / Government etc.)

Design new mechanisms to support students in their international job search, and connect students to international employers

Work with Account Managers to ensure an effective account plan is in place for all employers.

Work with Account Managers to create and execute job development strategy for region

Promote and ensure focus on Hire Waterloo (hiring for co-op, graduate and summer jobs).

Ensure consistent application of CECA business processes

With Director, Communications & Marketing, create and execute employer recognition framework and employer retention strategy



5.  Implement the risk management plan and ensure day-to-day compliance with the risk process

Contribute to the establishment and improvement of a risk management plan to support international activities within CECA and UW

Work with the team to translate the plan into processes and ensure day-to-day compliance

In case of crisis in a country where students are, ensure the execution of the risk plan and take appropriate decisions to ensure the safety of students /staffs involved in crisis. Informs UW and external stakeholders as appropriate on regular basis until the crisis is resolved.

Position Requirements


University undergraduate degree, preferably with a business or international trade component


At least 5 years experience in leading and managing teams across a region.

Experience in account management and client relationship experience management

Experience in the following areas is preferred:

International trade, international relations or international business development, or management of international education programs ,

Project or program management experience

Experience in building relationships with people from different cultures

Experience in working within a university environment; experience with co-op education is preferred

Demonstrated experience as a strong business and people leader, who has led a team of professionals charged with delivering business results, and successfully managed their team and individual performance against those results


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Nature and Scope

Interpersonal Skills:

The International Manager leverages a continuous improvement mindset, a strong services orientation and flexible thinking to deliver on results. A skilled verbal and written communicator, with strong presentation skills, the International Manager is a team player whose leadership motivates colleagues and subordinates.
The International Manager is adept at working across various cultures.

Level of Responsibility:

This role provides direct supervision of others. The International Manager is responsible for the overall performance of their region and participates on teams within CECA as required.

Problem solving
The International Manager solves problems relating to the ongoing management of the team, including recruitment, employee absence, managing performance and dealing with performance challenges, etc. The International Manager problem solves employer and students issues together with the Account Manager, Student Advisor, and/or Account Coordinator
The International Manager is adept at making decisions in crisis situations (e.g. student at risk at an employer or in a country in crisis).

Financial Accountability
The International Team Manager is responsible for helping to set and manage an international budget. They have signing authority to a pre-established level.


Internal and External Contacts:


The International Manager is the line manager for the Account Manager, Student Advisor, and the International Administrators. The International Manager discusses information and collaborates with members of the executive team and heads of CECA units (to get their input for projects, or when issues need to be resolved) and other team managers (peers, sharing best practices and contacts across teams), the marketing team (get their input for business cases or feasibility studies). The International Manager obtains, clarifies and discusses information with coworkers including, Career Advisors, Account Coordinators and managers of the Operations team to support employers and students, with Faculty Relations Managers to attain updates on faculty programs, and with the Assistant Director, Planning & Financial Management to discuss information on metrics, targets, reports, budgets.
The Internationals Manager exchanges information with co-workers at all levels across the University including Waterloo International, MUR (Marketing Undergraduate Recruitment), Office of Development and Alumni Affairs, and faculty


The International Manager deals with employers (Executive or HR teams), Canadian Government officials, foreign government officials, international trade associations, and universities across the world to develop jobs, partnerships, best practices, etc.

Decision-Making Authority:

The International Manager makes people decisions relating to recruitment and performance, and business decisions relating to resource allocation, targets, job development focus, student support, budget management, priority management, time management and consistency of service & process
The International Manager makes recommendations to the Director ER – International and Integrated Accounts about business development plans for the territory.

Physical and Sensory Demands:

Requires exertion of physical or sensory effort resulting in moderate fatigue, strain or risk of injury.

Working Environment:

This role involves moderate psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions.
The International Manager may be required to travel all over the world resulting in unusual hours, and deals with challenging and stressful people situations including managing team and individual performance, managing people through change, and resolving student or employer complaints. The International Manager may experience irregular and/or high volumes and multiple and/or tight deadlines beyond one's control, and constant interruptions (i.e. phone calls, e-mails and urgent, unplanned issues that arise during the day.