Operations Supervisor, Apprenticeship - Calgary, Canada - SAIT

SAIT
SAIT
Verified Company
Calgary, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description
The

Office of the Registrar at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.


The Opportunity
The

Operations Supervisors plays a key role in supporting Office of The Registrar (OTR) operations staff so they are set up for success to serve students and specifically Apprentices. This individual is a polished professional with depth of knowledge in administration of adult learning and specifically with apprenticeship programs.


As an integral member of the Office of the Registrar, this individual is responsible for developing succinct, efficient business processes that focus on student experience and maximizing enrolments while best using systems and technology.

The key KPI's that this role is accountable for are apprenticeship fill rates and waitlist management.

  • Understanding data and using data to make decisions will be required to optimize operations. This individual will be required to monitoring apprenticeship fill rates and waitlist data daily. This data should drive resource allocation decisions. Essential to this position is the ability to analyze, problemsolve and proactively identify areas of need for students and staff and address them in a timely manner.


This individual will ensure that all initiatives, processes, and strategies are aligned with the department goals and are focused on excellence in student experience, fostering employee development, drive enrolment growth and efficiency in processes.

This position is responsible for supervising staff including performance management and coaching, project oversight, coordinating resources to ensure full-service coverage, and representing OTR institutionally with projects within the portfolio.

This position will be required to work collaboratively with other OTR Team leads, supervisors, and managers to ensure coordinated efforts and approach to operations and serving students.


The Role:

-
Supervising Staff:


  • Leads a team of up to 5 individuals to develop a centre of expertise in the administration of apprenticeship registration and enrolments
  • Mentors and coaches staff toward excellence in service, policy, and business process.
  • Conduct audits of staff work and implement quality control measures.
  • Establish individual and team goals that will maintain and enhance performance levels
  • Manage daily work volumes within the team, including work allocations, problem resolution
  • Conduct regular one on one meetings with each team member in the portfolio.
  • Utilize a participative approach, working with team members, in resolving issues, concerns and determining necessary actions, to resolve the current situation as well as ensure future prevention.

- **Service Excellence**:
  • Creates service level targets and deploys resources as required to meet benchmarks.
  • Sets the expectations and benchmarks for service excellence.
  • Audits performance and service and provides feedback and coaching as a result of the audits.
  • Collaborates and maintains open lines of communication with apprenticeship program admins, academic chairs, advisors, OTR staff, students, AIT representatives and other relevant stakeholders.
  • Assigns work, in accordance with team responsibilities and priorities, in conjunction with overall department goals and priorities
  • Models professional behavior, cultivates a respectful working environment, and practices inclusion in all interactions.
  • Represent the apprenticeship team and OTR internally and externally.

- **Operational Excellence**:
  • Oversee and coordinate the day
  • to
  • day operations of the enrolment management aspects of apprenticeship programs at SAIT ensuring a positive student experience.
  • Investigates, troubleshoots, and ultimately resolves registration errors and issues between MyTradeSecrets and Banner.
  • Works closely with finance to ensure the apprenticeship student financial accounts follow a consistent process and collaborates to find solutions when errors occur
  • Establish plans of action to address short
- and long-term operational challenges.

  • Makes end
  • to
end workflow process enhancement suggestions to improve efficiency and effectiveness.
  • Monitoring trends in areas of concern with an eye for process improvement

    • - **Enrollment Focus**:
    • Monitors and operationalizes strategies to maximize fill rates across all apprentice intakes
    • Keeps the integrity of the student record and the student experience at the forefront of all decisions.
    • Works in collaboration with Team Leads, Supervisors, Managers, and the Associate Registrar's to ensure the operational and business needs of the department are met.
    • Advocates for the needs of learners, promoting the operationalizing of solutions to address department concerns and needs.

    Qualifications & Experience:


    • Minimum 2 years post
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