The Enrolment Services Supervisor provides direct supervision to Enrolment Services staff including analyzing, recommending, planning, training, scheduling and ensuring the effective and efficient operation of the team. The Supervisor provides coordination and support to staff, students, faculty and administrators to ensure systems and processes operate in accordance with established policies, data standards and service standards. The Supervisor works directly with other managers and supervisors within the University Registrar division and across the University to ensure seamless service provision and integrity of student records. The Supervisor resolves complex enrolment issues with significant impact on students' academic progression and attainment. The Supervisor may perform the duties of Enrolment Services staff.
MAJOR DUTIES & RESPONSIBILITIES
- Directs the work of Enrolment Services staff including: planning, scheduling, assigning, organizing and checking of work, as well as coaching and providing feedback on staff performance.
- Maintains the reputation of the University by providing, and supervising others in the delivery of, a high level of service to students, faculty and the public, and ensuring the integrity of student records.
- First point of contact to resolve escalated or exceptional student and faculty issues relating to enrolment and student records.
- Assists in the interview and selection process for new staff.
- Provides training to new employees and develops procedural documentation and training materials.
- Provides input into the preparation of employee evaluations.
- Verifies accuracy of data entry in accordance with established policy and data standards. Identifies issues and recommends solutions.
- Works with other departments and divisions to ensure seamless service provision, improve enrolment-related processes and maintain the integrity of student records.
- Coordinates key communication messages for divisional staff, students, faculty and the general university community.
- Plans and/or participates in systems functional testing in coordination with Student Systems and Reporting and other stakeholders across the institution.
- Liaises frequently with the Finance Department and Student Awards and Financial Support staff with respect to fees and registration.
- Participates in institutional committees.
- Supports University recruitment, conversion and retention activities.
- Maintains current knowledge of Senate policies, sessional dates, admissions and registration procedures, Calendar content, transfer and partnership agreements.
- Ensures divisional compliance with the Freedom of Information and Protection of Privacy Act with regard to student records.
- Performs the duties of Enrolment Services staff when needed.
REPORTS TO
Manager as designated, Enrolment Services
EDUCATION:
- A Bachelor's degree from a recognized post-secondary institution
EXPERIENCE:
- Five years of related experience in a post-secondary institution or related environment including three years of experience in a Registrar's Office, including:
- Experience with training, coordinating and supervising staff
- Experience with records management.
- Experience in a highly student or customer service-oriented environment
SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB
- Ability to effectively supervise a team of staff and provide conflict resolution
- Ability to address and resolve complex and stressful situations with diplomacy
- Ability to plan, schedule, assign and check work for a department
- Ability to effectively organize and coordinate staff training
- Ability to manage one's own time effectively, balancing work that requires focused concentration with the need to attend to urgent matters that arise
- Ability to perform electronic word processing and data entry in an enterprise relational database including knowledge of Banner and scheduling software
- Ability to work well under pressure and deal courteously and tactfully with a variety of people, both verbally and in writing
- Ability to use policies and procedures to problem-solve day-to-day issues
- Ability to operate basic office equipment such as printer, scanner, fax and photocopier
- Ability to plan, organize and prioritize tasks and meet deadlines, maintaining accuracy and attention to detail
- Ability to work independently as well as part of a team
- Advanced knowledge of University policies and procedures relating to student service and records management
- Ability to develop, modify, and produce reports
WORKING CONDITIONS
- Sitting at desk and computer for long periods of time as well as counter work
- General office conditions
- Occasional lifting and moving boxes and bins exceeding 10 kg
- Occasional exposure to difficult client situations
- Travel required
