Position Overview Enrolment Services within Student and Enrolment Services is currently seeking a Full-time Regular Manager, Enrolment Services Operations. The Manager, Enrolment Services Operations leads the operations and advising services in the Enrolment Services department. This integrated service department supports over 100,000 advising points of contact annually. Oversight operationally of the advising team manages student inquiry and engagement within the Office of the Registrar. This role will lead training (both technical and knowledge base) and day to day operations that includes the team who will be advising on: course registration, student financials (tuition and fee assessments), student loans, financial aid, scholarship and awards, student records, transcripts, exams, convocation and all processes reflected in the academic regulations calendar as well as alumni inquiries. Collaboration with thirteen academic faculties, sixty academic departments and all student service departments, as well as external partners providing support for a student-centric advising and service oversight and service standards that represent the values of the Office of the Registrar. The supervision and support of the advising team in Enrolment Services is essential in upholding university regulation, financial compliance as well as academic and referral services to support student engagement and student success. This management position plays a key role in contributing to the University of Calgary reaching strategic goals by creating a positive team culture, and high quality advising services and exemplary student engagement to the students and the community of the University of Calgary. Reporting to the Assistant Registrar, Enrolment Services, the Manager, Enrolment Services Operations (ESO) will provide leadership, supervise and operationalize the strategic direction of the Enrolment Services advising team (10-15 professional and paraprofessional staff members) and will be accountable for establishing customer service standards, maintain and utilize technology and software tools to establish enhancements and process improvements for service operations to meet the needs of students and community. The Manager, ESO will develop recommendations, prioritize issues and create innovative solutions by collaborating with internal and external stakeholders to achieve optimal service levels and other operational metrics while meeting student needs. The Manager, ESO will lead the implementation, maintenance and innovation of the service technology; call centre, queuing and virtual advising platforms used in ES to establish data analytics, student-centric service modelling and success metrics. Ensuring all advisors are high functioning users of student information systems and functionality related. The Manager, ESO will develop job profiles, hire staff, supervise, train and mentor junior staff, delegate and manage the ES team workload, communicate performance expectations and conduct performance reviews. The Manager, ESO will manage the planning and implementation of multiple training initiatives related to all student cycle functions of the Office of the Registrar and oversee the development of the advisor knowledge base to ensure compliance with regulatory guidelines and standards. Key to the role is to uphold the service values to all students and community. The Manager, ESO will be a culture champion by promoting and fostering the four values (effectiveness, respect, empathy, collaboration) that drive the Office of the Registrar culture. They will maintain open and honest channels of communication at all levels across the business to facilitate effective sharing and issue resolution. Position Description Summary of Key Responsibilities (job functions include but are not limited to):
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