Student Services Coordinator - Edmonton, Canada - NAIT (Northern Alberta Institute of Technology)

Description

In order to ensure your application is received by NAIT for thorough review and consideration, please apply directly through our Careers site at

NOTE: This is a temporary position ending on or before December 20, 2024 with the possibility of extension.

Reporting directly to the Manager of Student Information and Services, the Student Services Coordinator is responsible for guiding the Student Services team in meeting annual objectives by providing leadership, training and mentorship. Major responsibilities of the role include coordinating assignments and schedules, performing staff evaluations, hiring and training staff, implementing operational plans, handling complex cases and resolving escalations.

The Coordinator is the first point of contact and go-to resource for internal and external stakeholders about student information services and the student experience. The Coordinator collect, synthesize, and share insights about the student experience with NAIT processes and communications to advocate for improvements. The Coordinator also shares information about the Student Information Services team processes and service standards to build understanding and collaboration across campus.

The Coordinator will be required to represent the Office of the Registrar on and/or lead work teams, committees, and planning groups both internal to NAIT and external within the community. They will also support the manager in operationalizing the Student Progression strategic plan in their team.

Key Responsibilities:

Operational:

• Directs and coordinates a wide range of activities to deliver quality, consistent, and timely student information service
• Monitors and analyzes service KPIs to inform staff scheduling, workflow priorities, and communications
• Ensures the work of the Student Information Services team meet service standards, as well as comply with NAIT policies and procedures
• Handles student escalations when necessary and collaborate with different areas across campus to resolve complex scenarios in alignment with NAIT's policies and procedures

Communication & Collaboration:

• Share insights about the student experience with NAIT processes and communications to help program and service areas improve their processes and communications.
• Represents the RO or NAIT in relevant internal and external working groups and committees.
• Works closely with other Student Progression Coordinators and partners across the institution as required to support admissions, enrolment, and student experience objectives.

Staff Recruitment, Training, Management and Development:

• Collaborates with NAIT HR on interviewing, selecting, and hiring new staff members
• Develops and maintains an up-to-date training plan with clear training outcomes and timelines.
• Coordinates the maintenance of all training and reference materials
• Coordinates the on-boarding and training process for all new members of the Student Information Services team
• Facilitate on-going coaching and performance enhancement conversations with team members.
• Facilitates regular meetings with the team to provide updates, information, and identify and resolve any emerging issues
• Manages staffing schedule and absence requests to ensure adequate coverage to meet business needs

Strategic Planning and Process Improvements:

• Participates in the development and operationalization of strategic plan for the Office of the Registrar and the Student Information Services portfolio.
• Provides leadership and/or operational insights on relevant projects that affect Student Information Services goals, processes, and timelines.
• Reports on Student Information Services service standards, challenges, and priorities
• Continuously reviews and identifies opportunities to improve relevant processes and communications.

Skills & Abilities:

• Extensive knowledge of NAIT programs, policies, procedures, and processes for credit, non-credit, and apprenticeship careers.
• Knowledge of PeopleSoft Campus Solutions, ATOMS, Academic Tools, AUPE collective agreement, and FOIP
• Asks the right questions to accurately analyze situations and uncover root causes to difficult problems
• Acquires data from multiple and diverse sources when solving problems
• Evaluates pros and cons, risks, and benefits of different solution options
• Follows through on commitments and makes sure others do the same
• Creates a feeling of belonging and strong team morale
• Fosters open dialogue and collaboration among the team
• Effective communicator, able to adjust to fit the audience and message
• Ability to work collaboratively with various stakeholders
• Excellent planning and organizational skills, with the ability to prioritize effectively in a high-volume environment.
• Ability to de-escalate and resolve conflicts with minimal noise
• Ability to develop others through coaching, feedback, exposure, and stretch assignments
• Willingness to face difficult issues, steps up for challenges, and participate in difficult conversations

Qualifications:

• Related post-secondary diploma required. Bachelor's degree preferred.
• 5+ years of experience in customer service, student services, or registrar services.
• Related work experience in student services or call centre environments may be considered as equivalencies.

Remuneration: $67, $91,093.60 annually, plus a comprehensive benefits package. (Classification - Coordinator II).

This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement.

Please submit a resume and cover letter to be considered for this opportunity.

About NAIT

At NAIT, people matter.

We're proud to have been named one of Alberta's Top Employers for 13 consecutive years. Developing an engaging, supportive, and rewarding work culture is something we take seriously. We know that people are our biggest asset - they are what makes NAIT a great place to work.

At NAIT, you are part of a community that makes a difference in the lives of students, staff and industry clients and partners. The NAIT culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability. We are committed to equity, diversity and inclusion and are a proud partner of the Canadian Centre for Diversity and Inclusion and Pride at Work Canada. NAIT is committed to advancing equity and cultivating inclusion throughout the hiring process. We especially encourage applications from Aboriginal and Indigenous people, Black and racialized people, gender and sexually diverse (2SLGBTQIA+ and women) people, immigrants, and people with disabilities.

What we offer

We've created a benefits package that focuses on health and wellness, professional and personal growth, recognition, and work-life balance.

NAIT is a flexible workplace and depending on the nature of your role, you may request flexible work arrangements with respect to where and when you work, including being on-campus full-time, working off-site, or a combination of the two.

Employees also have access to excellent vacation time, paid time off between Christmas and New Year's, a strong recognition program, learning opportunities, 2 annual all-staff professional development days and so much more.

Additional requirements

Applicants with education credentials earned outside of Canada who have not had them previously assessed should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service (IQAS)

Accommodations

NAIT is an inclusive employer and strives to hire a diverse workforce. If you are contacted by us regarding a job opportunity, please don't hesitate to contact us if you require any accommodation during the selection process. Please contact us via email at

We thank you for your application, however, only those selected for an interview will be contacted.

#LI-MO1 #LI-Hybrid