Crm Jobs in Warman, SK

Job Duties / Qualifications, Skills and Abilities(QSA)

Job Duties Job Duties The Student Services Operations Team Lead plays a pivotal role within Strategic Enrolment Management (SEM), directly reporting to the Director of SEM. This position is responsible for managing the Operations Team for Student Services consisting of 10 direct reports, fostering a culture of continuous improvement, and championing a first-contact resolution philosophy to deliver exceptional support to students and stakeholders. The Team Lead supports the Customer Relationship Management (CRM) implementation, ensuring the seamless integration of customer service principles; enroll, recruitment, and customer service modules. The Team Lead is also involved with other system implementations that facilitate smooth student transitions into academic programs.

Leadership and Human Resource Management

• Hire, train and onboard new staff, performance reviews, goal setting and tough conversations utilizing conflict management and coaching policies and procedures.
• Provide guidance and direction to plan, prioritize, assign, and monitor work for the team, while promoting communication and collaboration among team members.
• Ensure a positive, diverse, and inclusive work and learning environment. Operational Management :
• Lead research related to service excellence including computer applications applicable to supporting students.
• Work with the Operations Team and Student Services as a whole to review current Welcome Centre and Student Services spaces to ensure they are welcoming spaces for students. This may include physical item requirements within spaces as well as changes to better serve our students. Strategic Initiatives & Project Work
• Responsible for looking across the various areas Operations supports and to identify opportunities for process improvement, by creating efficiencies.
• Responsible for playing a lead role for Operations in software implementations, requiring the ability to make changes in the “back end” of the software for “front end” use. Budgetary and Statistical Responsibility
• Prepare annual, quarterly and special project budgetary statistical data related to Student Services Operations.
• The Team Lead develops and reviews the budget for Operations annual budget and seek operational cost-sharing and efficiencies across student service areas. System Management : Electronic Document Handling and Records Management :
• Test and implement software, ensuring consistent data entry standards with systems
• Identify irregularities in electronic documents, and interactions with students / prospective students. Ensure data integrity, currency, and consistency
• Communicate changes in policies and procedures to staff and stakeholders. Adhere to Local Authority Freedom of information Act (LAFOIP) as well as Personal Information Protection and Electronic Documents Act (PIPEDA). Training and Development
• Design and deliver training sessions on customer service excellence and systems for the Operations Team, and occasionally other customer services teams within Student Services.
• Develop and maintain a resource library and learning network for the Operations Team which is shared with other departments. Continued training in Service Excellence as indicated in the Operations Team Service Excellence Charter. Support Student Services :
• Administer the schedule for responding, answering, and directing inquiries on programs and admission processes and requirements and program specific information, as well as student supports.
• Work closely with Student Services leadership on a cohesive collaboration on student centric supports.
• Escalate issues as needed and provide information and assistance to the leads, program heads, managers and directors of various departments. Communication and Outreach :
• Respond to general inquiries related to education and equity from the Ministry of Advanced Education, information requests from the Office of the Saskatchewan Information and Privacy Commissioner, Local Authority Freedom of Information (LAFOIP), Workers Compensation Board requests.
• Communicate internally and externally on processes and policies relating to financial and student protocols. QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Duties Required Qualifications, Skills and Abilities (QSA) 1. Diploma in Human Resources, Business or Administration. An equivalent combination of education, training and experience will also be considered. Essential attributes for this position include the capacity to make research-backed, evidence-based decisions with institutional impact, alongside adept communication, collaboration, and training skills.2. Four (4 ) years of recent and relevant experience including at least two years of leadership / supervisory experience.3. Intermediate computer skills with Microsoft Office and various software programs (i.e., CRM systems and other comparable systems).4. Proficient with managing data in multiple systems, coordinating a team to ensure update, retrieve, maintain, format and transmit information using database software, while ensuring accuracy and consistency of student records and data.5. Experience in conducting research and perform comparative analysis of best practices for customer relationship management for a team that provides service excellence as per the Institutional Strategic Plan.6. Effective analytical, problem solving and decision-making skills. Able to analyze data and trends and make informed decisions and / or recommendations.7. Strong organizational and time management skills. Able to meet tight deadlines and prioritize work to accomplish objectives.8. Excellent communication and interpersonal skills. Able to effectively use various communication systems and tools to interact with diverse range of stakeholders.9. Demonstrates valuing diversity.

Desired QSA Required Competencies