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WatCard Administrator

Date: October 10, 2013
Reports to (Job Title): Director, Retail Services and WatCard
Jobs Reporting (Job Titles):

Customer Care Representative

Technical Specialist
Location: Main Campus

USG 10

35 hr/wk

Primary Purpose

The WatCard Administrator is accountable to the Director, Retail Services and WatCard. The mission of this position is to provide effective operational and staff leadership for the WatCard department as well as to support its strategic development.

Key Accountabilities:

1.  Operations Management:

Overall managerial responsibilities for the day-to-day Watcard operations to ensure reliable, secure and efficient delivery of Watcard usage and services for the University of Waterloo campus and off-campus vendor partners. Primary uses of the Watcard include verification of the cardholder’s relationship to the uWaterloo community. Primary Watcard services include but are not limited to provision of Watcard photos, Food Services one card services, POS equipment and maintenance service, access readers for campus departments and campus printing transactions.



2.  IT Management:

Manages and oversees the Watcard database records, database maintenance, card production, hardware, software, purchase and installation of equipment. Supervises the support, troubleshooting and problem resolution for all hardware and software utilized by both internal and external Watcard system users. Ensures ongoing software maintenance, database maintenance and security of records for financial, biographical, historical and personal confidential information for over 60,000 individuals affiliated with uWaterloo. Works closely with Retail Services IT department to provide secure IT management practices and compliance with IST guidelines and industry PCI compliance.


3.  People Management:

Responsible for staff performance management including hiring, supervision of part-time (co-op students) and full-time staff. Conducts staff performance reviews, coaching and provides direction for training and development of full-time staff. Manages staff alignment to the Retail Services & Watcard mission statement, goals and objectives.


4.  Internal and External Relations:

Develops and maintains excellent customer service for students, faculty and staff. Maintains positive relationships with Retail Services management team, internal campus departments using Watcard services, external Watcard vendor partners and Heartland systems provider.


5.  Planning, Marketing and Business Development:

Provides operational and strategic planning in collaboration with the Director. Provides leadership in marketing/promotion of Watcard services and development of new Watcard initiatives and projects


6.  Financial Accountability:

Ensures the financial viability of the WatCard department by monitoring revenues, expenses and financial budgets. In collaboration with the Director and Financial Officer, ensures alignment with the Retail Services’ financial goals.

Position Requirements


University undergraduate degree or equivalent education or experience.              


Management experience in business or ancillary operations in a university setting with a proven record of achievement and success.  Demonstrated experience and knowledge of one card system management and infrastructure is beneficial and preferred. Demonstrated competency in people management, effective team collaboration, interpersonal, organizational and communication skills.


MS Word Excel PowerPoint Other
Basic Advanced Basic Not required

Nature and Scope

Interpersonal Skills:

Internally, this position interacts regularly with staff representatives in Retail Services, Registrar, Housing, Food Services, Athletics, Library, Campus Police, campus faculties and affiliated university colleges. 

Externally, this position interacts with Watcard off-campus vendor partners, Grand River Transit, Heartland and other Canada and USA universities/colleges with one card systems.

Level of Responsibility:

This position is responsible for the viability, integrity and security of Watcard services and programs, records, transactions and client-centered delivery of services to the campus community.  This position accounts for an integral aspect of the daily operations of academic and non-academic units at the University of Waterloo.

Decision-Making Authority:

This position has decision-making authority for the items outlined above.

Physical and Sensory Demands:

This position involves some exertion of physical or sensory effort that may result in slight fatigue or strain.

Working Environment:

Exposed to stress and pressure associated with management responsibilities and ensuring the availability of the WatCard system 24/7/365. The position involves moderate psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. There may be unusual hours or schedules, multiple and/or tight deadlines beyond one’s control and constant interruptions (e.g. phone calls, emails and unplanned but urgent support requests, varying student volume)