The Manager, Student Services is responsible for mentoring and supervising Student Advisors and ensuring a customer service focus on aiding student retention and success in their studies. This position also organizes the responses to student inquiries and the distribution of HelpDesk tickets received. In addition, the position supervises the Student Life Coordinator with planning and execution of extra-curricular events organized for students.
DUTIES AND RESPONSIBILITIES:
Administer academic policies to achieve an appropriate balance of academic integrity and student protection.
Supervise the International Student Advisors and oversee their functions, including attendance tracking, re-entry of LOAs and Withdraws and student retention, with particular attention to customer service and the effective tracking of, and intervention with, students at risk.
Supervise the Student Life Coordinator and oversee the functions of planning and execution of extra-curricular events organized for students.
Participate in interviewing and selection of new staff.
Provide training and on-boarding of new staff.
Organize systems of support provided to students including schedules of appointments, drop-ins and phone calls.
Distribute among other staff daily HelpDesk tickets received, and monitor the responses provided by staff to ensure they are appropriate, timely and effective.
Provide ongoing mentorship and support to other staff to assist them to develop professionally in their role, and to provide them additional training as needed.
Liaise with other services areas, such as Reception, Registrar’s Office, Student Finance and IT, to problem-solve mutual issues or student needs.
Organize participation by staff in campus activities, such as New Student Orientation and Registration.
Regularly review operations to ensure they are being provided in an appropriate, timely and effective manner.
Report reoccurring operational problems to management and make recommendations for suggested resolution or improvement.
Provide advice to the BC Campus Registrar on how operations can be developed and improved to provide excellent services to students.
Conduct performance evaluations of staff, including during their probationary periods.
POSITION PROFILE
Master’s degree preferred; Bachelor’s degree required
3 to 5 years experience in a similar role
Demonstrated leadership experience
Demonstrated ability to apply technology to records, registration and reports.
Ability to collaborate with Deans and Directors to achieve University goals.
Strong interpersonal, oral and communications skills
Excellent systems and computer skills
A strong work ethic and meticulous attention to detail
Demonstrated project management, organization and supervisory skills
Strong customer service orientation
Highly organized with proven organizational and administrative skills
Interested applicants should forward their resumes and cover letter to the HR department.
About Yorkville University
Founded in 2004, Yorkville University is a Canadian university with a national presence. With campuses in New Brunswick, Ontario and British Columbia, Yorkville University offers professional, practitioner-oriented masters and bachelor degree programs, delivered entirely online, in class or a blend of both.
Please visit www.yorkvilleu.ca for further information.
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