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Last updated: 1 day ago
Manager, Student Services Hub

Manager, Student Services Hub

Saskatchewan PolytechnicSaskatchewan, CA
CA$118,495.00 yearly
Full-time
Job Duties / Qualifications, Skills and Abilities(QSA).The Manager, Student Services Hub is accountable to the Director, Enrolment Services and Registrar. The Manager works in a leadership, coordinato...Show moreLast updated: 1 day ago
Manager, Student Services Hub

Manager, Student Services Hub

Saskatchewan PolytechnicSaskatchewan, CA
1 day ago
Salary
CA$118,495.00 yearly
Job type
  • Full-time
Job description

Job Duties / Qualifications, Skills and Abilities(QSA)

Job Duties Job Duties Nature and Scope

The Manager, Student Services Hub is accountable to the Director, Enrolment Services and Registrar. The Manager works in a leadership, coordinator, facilitator, and influencer role in the development, implementation and operationalization of a multi-campus Student Services Hub for Saskatchewan Polytechnic. The Manager will incorporate PROSCI standards into the development and implementation of the Sask Polytech’s Student Service Hub to ensure a structured and effective change management process is incorporated. The Manager is also responsible for the leadership, planning, development, and management of the Student Services Hub team on all campuses.

The Manager is a member of the leadership team within Enrolment Services and collaborates with AVP’s, Deans, Associate Deans, Directors, Project Management, internal and external partners to develop and implement strategies and plans in support of institutional and divisional plans. The Manager acts on behalf of the Director in their absence requiring strategic decision-making, initiative and independent judgement.

The Manager exercises a high degree of professional judgement with delegated authority on matters pertaining to the Hub planning, implementation, operation and analysis. To support the aforementioned, this individual will be required to assess needs, develop business cases, assess and ensure requisite staffing levels and skills sets, identify, obtain and monitor funding requirements, manage budgets, identify and manage risk factors, ensure the appropriate management of multiple interconnected projects and team, and other duties as assigned.

Through the foundations of Strategic Enrolment Management (SEM) principles, understanding of relationships between the goals of the institution and Student Services division and the workload required to achieve these goals, understanding of the sources of internal and external data, and research; the candidate will recommend and lead the implementation of initiatives

focusing on wholistic student support as it pertains to the mandate of the Hub. The Manager will be a key contributor to the implementation of the Customer Relationship Management (CRM) System that will support domestic, Indigenous, and International learners, fostering a student-centered environment that will positively impact student engagement and retention. QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Multi-campus centralized student services hub leadership :

  • Develop, implement, and manage the day-to-day operation of a centralized student service team to ensure consistent, student-centered, exceptional service delivery across all campuses and platforms.
  • Develop and implement annual strategic and operational plans that enact the vision and priorities of the Director, Enrolment Services and Registrar ensuring alignment to the Student Services, academic and institutional strategic plans
  • Develop and implement procedures and processes that align the centralized service team’s operations with Saskatchewan Polytechnic’s strategic goals and objectives.
  • Provide leadership and direction, delegate and monitor the actions of direct reports to ensure strategic objectives and operational plans are executed within their approved cost, margin, and schedule.
  • Plan and conduct systematic reviews and assessment of all operational initiatives with all stakeholders.
  • Responsible for the development of annual reports and other qualitative and statistical assessments.
  • Actively model and implement principles of leadership, management, mentoring, and motivation.
  • Provide expertise in the selection and use of progressive technologies and delivery methods to support effective, innovative, and quality student service supports.
  • Establish and communicate performance metrics to evaluate service effectiveness and student satisfaction.

CRM Customer Service Module Business Owner :

  • Lead the implementation and optimization of the CRM customer service module to support efficient and effective service delivery and improve first-contact resolution and student engagement
  • Provide leadership to CRM Administrators and CRM positions supporting training to ensure all staff are appropriately trained on the system.
  • Develop best practices to utilize metrics through effective tracking and reporting. This includes ensuring that the first contact resolution approach is maximized within the use of the system.
  • Liaise with other areas in which the Customer Service module supports to ensure proper triage, increased collaboration, and seamless hand-offs, maximizing the applicant and student experience.
  • Development of annual and ad hoc reports showcasing trends, interactions, and support to various areas.
  • Analyze CRM data to identify trends, measure effectiveness, and drive data-informed decision making.

    • Stakeholder Engagement and Relationship Management :

  • Cultivate and maintain strong relationships with internal institutional leaders including those from academic departments, administrative units, and student organizations.
  • Create, lead, and support a team that serves as the primary liaison for the division and institution, acting as a first point of contact for students and the key resource for internal stakeholders to enhance collaboration, communication, and service delivery and streamline services and improve cross-departmental collaboration. Maintain positive working relationships with all Student Services areas to ensure their customer service, operational and project needs are supported.
  • Lead the development of a working group with representatives from key institutional stakeholders (such as Indigenous Strategy, International Education, Admissions, Student Recruitment, Academic Units, Continuing Education and LAE) to provide collaborative peer review, guidance, and quality assurance on student service hub development at Sask Polytech.
  • Work with direct reports to address workplace issues and ensure effective relations.
  • Maintain rapport with staff and students and a personal commitment to work within a strong service focused environment with an understanding of trauma informed practices.
  • Foster collaboration and trust, and to work collegially; ability to inspire others to high levels of performance.

    • External

  • Represent Student Services on campus, Saskatchewan Polytech-wide, community, provincial and national committees.
  • Collaborate with external partners and community organizations to enhance our student support services and foster a supportive campus environment.
  • Represent the organization at relevant industry events and forums to stay informed on best practices and emerging trends.
  • Build positive and strong working relationships with external institutional partners, high school counsellors, career counsellors, educational agents, and student supporters.

    • People Leadership and Development :

  • Ensure a positive, diverse, and inclusive work and learning environment for the team reflecting the values of Saskatchewan Polytechnic.
  • Actively model and provide leadership in onboarding, training, mentorship, coaching and development opportunities for team members to enhance performance and enable team members to achieve a goal-oriented team.
  • Foster an organizational environment that encourages personal productivity, job satisfaction and the professional growth of employees, including group and personal development plans.
  • Foster a culture of organizational safety and security.
  • Maintain a high level of team members’ performance through effective use of human resources practices and procedures including recruitment, selection, orientation, training, probationary reviews, motivating and assessing employees.
  • Establish clear performance standards and goals for direct reports and hold them accountable for meeting standards and goals.
  • Address people management issues with direct reports, including independent authority to discipline, dismiss and / or terminate where appropriate, applied in a timely manner while ensuring compliance with the collective agreement and Saskatchewan Polytechnic policies.
  • Act as a first point of contact to interpret, administer and manage within respective collective bargaining agreements and ensure employee standards are applied appropriately.
  • Promote communication between all organizational levels.
  • The Manager of the Student Services Hub must travel to represent the department on various Saskatchewan Polytechnic and external committees and working groups.

    • Continuous Improvement :

  • Plan and conduct systematic reviews and continuous improvement initiatives with all stakeholders to continuously improve the processes while ensuring that the team is effectively oriented and trained with a sufficient level of competence in the various areas within which the team supports.
  • Utilize data-driven decision making to assess service delivery, Identify service gaps and develop innovative solutions to optimize operational efficiency and student satisfaction,
  • Maintain a network of colleagues at various postsecondary institutions to aid in the sourcing of best practices around service excellence and processes to support the recruitment, admissions and support of students and clients.

    • Resource Allocation and Management :

  • Plan, create, implement, and monitor operating and capital budgets for service operations and contribute to the development of the department operating and capital plan.
  • Monitor financial performance against objectives and conduct regular reviews to ensure adherence to established budgets.
  • Complete and provide quarterly budget reports and corresponding variance explanations.
  • Provide ad hoc financial reports to the Director, Enrolment Services and Registrar and / or AVP Student Services as required.
  • Adjust staffing levels and department requirements based on budgetary review.
  • Ensure resources are allocated in accordance with Saskatchewan Polytechnic policies and procedures.
  • Develop, implement, and monitor innovative solutions to resource challenges.

    • Duties Required Qualifications, Skills and Abilities (QSA) Education

    A relevant degree or post-graduate degree (preferably in Business Administration, Educational Administration, or Student Affairs) is required. Candidates with PROSCI certification will be given priority consideration.

    The successful candidate will have a strong record of progressive achievements and a minimum of five years’ relevant experience at the management level, ideally from within a post-

    secondary educational environment. Demonstrated proficiency in operations management, resource planning and strategic planning. An equivalent combination of education and direct experience may be considered.

    Ability to travel occasionally within Saskatchewan and occasionally out of province is required.

    Experience

    Minimum of five years’ relevant management or supervisory experience in a post-secondary environment with a strong record of relevant progressive achievements. Experience and / or understanding of strategic enrolment management concepts, experience with project management implementation and ongoing leverage of a CRM, aligning and shifting operational staffing to maximize effectiveness, reviewing business processes for continuous improvement and implementation of change incorporating PROSCI standards as necessary to meet institutional and divisional goals, and developing robust institutional communication strategies. Desired QSA Required Competencies Leads Transformation

    Anticipates emerging trends and creates opportunities that shape and transform the organization and polytechnic sector in Canada.

    Inspires Courage & Innovation

    Models and enables creative thinking, curiosity, and calculated risk taking to create new solutions.

    Cultivates Strong Relationships

    Builds strong and trusting relationships and brings a stakeholder and learner-centric mind set and focus to all elements of the organization.

    Knowledge and Expertise

    Demonstrates proficiency in the knowledge and skills specific to the position and uses expertise to serve the objectives of both the department, the division, and organization as a whole.

    Drives Operational Excellence

    Leverages business insight, financial acumen, and operational rigor to maximize productivity and build long-term, sustainable success.

    Builds Leadership & Culture

    Brings authenticity, emotional intelligence, and accountability to develop leadership effectiveness in individuals, teams, and our culture.