Manager, Enrolment Services Operations, Student and Enrolment Services

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):

• Provide leadership and supervise staff effectively.
• Provide coaching, feedback and training opportunities to staff individually throughout the annual cycle.
• Coordination of staff work schedules and time off to ensure appropriate staffing for customer service volumes meeting service standard.
• Recruitment, hiring, training & performance management for the Enrolment Services advising team.
• Oversee, establish and manage all elements of daily services operations for the Enrolment Services advising unit.
• Ensure the most effective service/resource plans are developed and implemented in alignment with established processes/procedures, service standards and quality student experience representing all elements of the RO and student lifecycle.
• Analysis of forecasted data to best adjust operational plans/schedules in accordance with operational needs, volumes and staff modelling to meet service standard.
• Collaborate with stakeholders to resolve heightened/complex issues quickly and appropriately.
• Set strategic and operational goals for the Enrolment Services unit in alignment with Student & Enrolment Services, Office of the Registrar and Enrolment Services goals.
• Direct the collection of statistical data pertinent to developing solid business processes as well as service delivery planning and provide a monthly summary of operational statistics to the Assistant Registrar.
• Contribute direction and oversight for the development and maintenance of onboarding/training material including advisor training curriculum.
• Provide direction and oversight for establishing and recording key operational business.
• Oversee regular documentation and maintenance of workflows and standardized operating procedures.
• Maintain high level knowledge of University calendar regulations, policy and process, Registrarial regulations.
• Subject matter expert in PeopleSoft configuration, dynamic dating, and system behavior as it relates to daily operational needs in registration, fees, financial aid, awards, convocation, open studies admission, student records.

Qualifications / Requirements:

• A graduate degree in a related field Educational Leadership, Educational technology, Business. A combination of an undergraduate degree and extensive professional experience beyond the minimum would be considered.
• Minimum 3-5 years progressive experience in a Registrars’ Office, student affairs office (post-secondary environment) or relevant, related client service unit.
• Minimum 1-2 years of demonstrated supervisory or management experience of a medium-large team (10-15 people) including staff supervision, leadership, managing in a unionized environment and conflict management.
• Experience and knowledge in the operation of a post-secondary education environment, and of working within university, provincial, and federal policy and regulations would be an asset.
• Experience in a client service/contact centre setting would be considered an asset.
• Strong leadership skills and a demonstrated ability to supervise and work with a diverse team of employees, delegating, leading, motivating, coaching, training, and evaluating staff.
• Experience working with call centre/CRM technology is required.    Experience with Peoplesoft (or similar) is an asset.
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to service.
• Experience with planning and implementing successful staff training and development programs.
• Proven experience in change management and communications expertise.
• Demonstrated knowledge and proven abilities in learning & development, leadership development, performance management, change management, organizational development, project management, facilitation and solution consultation.
• Demonstrated experience with complex HR management systems. Experience with PeopleSoft HCM preferred.
• Strong organizational skills to plan, coordinate and set priorities; multitask and adapt to changing needs in a dynamic environment.
• Ability to present complex data and facilitate decision-making with a variety of internal and external stakeholders, including senior leaders.
• Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.
• Perform a wide range of duties, often in parallel, and must be able to exercise good judgment in setting priorities and balancing deadlines.
• Require someone with high energy and the proven ability to motivate and influence others.

Application Deadline: This position will remain open until filled; however, applicants will be reviewed as they are received.

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is classified in the Management Career Band, Level M1 of the Management and Professional Staff Career Framework. Management and Professional Staff (MaPS) Positions are currently under review as part of the Alberta Labour Relations Board exclusion review process. Visit the HR website for more information.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.