Staff - Union
Data validity
Consequence of Error/Judgement
Supervision Received
Supervision Given
May provide training and guidance to part-time staff for assistance in kit and evaluation preparation.
Manages the training and development of a Registration Clerk and may supervise part-time staff and various work-learn student positions.
Minimum Qualifications
High School graduation, plus two year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Sr Program Asst-Gen (Gr8)
Job Title
Registration Specialist
Department
Conference Services | Continuing Professional Development | Faculty of Medicine
Compensation Range
$4,739.00 - $5,102.00 CAD Monthly
Posting End Date
August 7, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
August 31, 2026
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students, and is essential to fostering an outstanding work environment. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Registration Specialist is an integral part of the Continuing Professional Development (UBC CPD) team. The role is responsible for internal cross-team registration functions and the learner experience, as the lead for registration-related technologies and external inquiries.
This position coordinates and prioritizes workflow, oversees scheduling critical tasks, and is responsible for handling complex issues related to registration systems and learner partner/client needs. The role shares in the oversight and management of two busy general CPD email inboxes on behalf of the Division, requiring knowledge in all live education programs across multiple portfolios. Generates complex financial and registration reports.
Responsible for the custom registration portals across two registration systems, ensuring systems are functioning and able to process payments, which translates to several million dollars in collected income for course fees. Trouble-shoots system errors for smooth operational efficiency. Ensures learners complete the requirements to receive CME certificates of completion. Completes significant complex data entry required using up to several web-based systems.
The Registration Specialist brings experience in data and systems management, demonstrates strong customer service skills, and is comfortable working with technology to support the registration functions and processes.
Work Environment
- Operates fluently with frequently changing priorities based on evolving timelines of over 100 annual projects requiring registration and systems support
- During peak periods, and increased time-sensitive demands, deadlines or interruptions may impact task completion ability
- Ability to work weekends and additional hours when required.
- Ability to undertake varying roles require ongoing prioritization and strong organizational skills
Organizational Status
Reports to the Senior Manager, Conferences and works closely with the UBC CPD team. The Registration Specialist will also liaise with other departments, such as Digital Solutions, various Faculty of Medicine departments and divisions.
Work Performed
Reports to the Senior Manager, Conferences and works closely with the UBC CPD team. The Registration Specialist will also liaise with other departments, such as Digital Solutions, various Faculty of Medicine departments and divisions.
Work Performed
As the point person for all registration support, the Registration Specialist:
- Coordinates daily workflow of the registration function, balancing urgent support needs, system updates, and project deadlines across over 100 annual learning activities
- Regularly attends team meetings of cross-functional teams to ensure registration needs are being met and to ensure smooth communication of new processes and any ongoing learner issues
- Supports the functions of the registration clerk, including user experience (learner, prospective clients, partners, speakers, staff) through both inboxes
- Leads the scheduling and coordination of integrated registration page builds across multiple portfolios
- Oversees the updating of project management tools for all learning activities and ensures adherence to timelines and task completion, adjusting priorities as needed to meet shifting deadlines
- Identifies trends in learner inquiries and proactively adjusts internal workflows or communications strategies to address recurring issues and enhance operational efficiency
- Coordinates and organizes event communications and assists with virtual and live in person conferences and other learning activities.
- Oversees the production of conference kits and delegates tasks to part time staff for careful completion prior to activity dates.
Training and development
- Leads the training and development of staff related to registration functions across CPD
- Responsible for documenting CPD registration functions and communicating updates
- Ensures registration manuals, procedures and training tools are updated on an ongoing basis
Systems support
- Represents the registration team on the Technology Working Group (TWG)
- Contributes to new system reviews, analysis, and implementation of registration-related technologies and business functions
- Serves as the point of escalation for complex registration system issues, independently troubleshooting technical or data-related errors and coordinating solutions with system vendors and internal partners.
Reporting and finance
- Prepares registration reports for each program once registration closes and ensures the registration funds collected match the financial reporting in registration systems
- Prepares quarterly budgets for overall registration systems costs and shared usage within the CPD portfolios.
- Investigates and resolves vendor and payment processing issues with UBC CPD & UBC Central Finance teams, including refunds and payment
- Provides input into registration procedures and policies, and develops and implements administrative standards and guidelines.
- Clears unpaid learner accounts prior to the commencement of the learning activity
Data validity
- Identifies data anomalies to improve learner records management
- Works collaboratively with marketing team members to advance integrated databases and email marketing systems with registration functions
- Ensures data compliance for privacy and confidentiality
Other
- Provides first-level advice in comprehending and interpreting policies and procedures of CPD's third party payment systems (Touchnet and Stripe)
- Responsible for communicating and liaising clearly and proactively with program assistants with regards to changes, adjustments or registration issues with individual programs
Consequence of Error/Judgement
The work of the Registration Specialist has an impact on UBC CPD’s reputation and the progress of UBC CPD initiatives. This position requires excellent communication, problem-solving and customer service skills, as this role deals with external audiences, which may include complaints.
Inattention to detailed materials or correspondence would have a significant detrimental impact on the University’s reputation. Failure to work cooperatively with colleagues would result in ineffectiveness in the role.
Supervision Received
Works independently under minimal supervision and reports to the Senior Manager, Conferences, in collaboration with the senior leadership team.
Supervision Given
May provide training and guidance to part-time staff for assistance in kit and evaluation preparation.
Manages the training and development of a Registration Clerk and may supervise part-time staff and various work-learn student positions.
Minimum Qualifications
High School graduation, plus two year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
Preferred Qualifications
- Preferred Post-secondary education in Business, Hospitality, Marketing, or similar field
- Experience in a registration-focused, customer service environment, or an equivalent combination of education and experience.
- Strong customer service orientation with experience handling inquiries and complex customer complaints
- Proven ability to work effectively in complex organizations, ideally within the public sector.
- Experience in supervising staff and delegating tasks
- Excellent written and verbal communication skills, with an emphasis on clarity, proactiveness, and professionalism.
- Demonstrated ability to troubleshoot and support event and registration software
- Ability to organize and coordinate tasks using project management software and tools. Ability to manager and track complex workflows.
- Experience maintaining website content and other content management platforms is an asset
- Strong organizational skills with the ability to manage multiple priorities, take initiative and work proactively
- Ability to exercise sound judgment, resourcefulness
- Ability to make decisions independently
- Ability to meet tight deadlines and work under pressure in a fast paced and dynamic work environment
- High attention to detail and accuracy, especially when handling data and registration records
- Experience in writing basic coding and/orHTML is an asset.
- Ability to work collaboratively as part of a team, while also demonstrating independence and accountability.
- Works in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment for all.