Manager, Client Services - Barrie, Canada - Georgian College

Georgian College

Verified Company

Barrie, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Manager, Client Services

(

Job Number:

429-23

)

Department:
Office of the Registrar

Campus:
Barrie

Classification:
Administration

Salary Range:
$83,443 - $104,303

Status:
Full-time

Posting Date:
December 1, 2023

Reporting to the Associate Registrar, the incumbent is responsible for managing the delivery of the Office of the Registrar front-line services to prospects, students and staff.

The incumbent provides direction and consultation to students and stakeholders while ensuring the overall efficiency and effectiveness of in-person and virtual services.

The manager is accountable for the development, enhancement, implementation and management of college-wide processes and services that support front-line staff in the Office of the Registrar.

Specific duties include, but are not limited to:

Ensuring services and information are available and delivered in an efficient, userfriendly and accessible manner across multiple channels, as implemented (i.e. inperson, online, selfservice etc.).
Developing, monitoring and assessing the service delivery model to identify and address service challenges / opportunities in response to changing student and stakeholder needs.
Developing service standards goals, objectives, and benchmarks (metrics) for the Office of the Registrar
Developing and conducting service audits; compiles and analyzes key service data / trends to assist with identifying continuous improvement opportunities
Ensures consistent service levels on all three campuses where there are frontline Office of the Registrar staff (Barrie, Orillia and Owen Sound)
Ensuring the appropriate coordination, alignment and integration of information, services, processes and resources within the Office of the Registrar, with academic / service areas and campuses
In conjunction with members of the Registrar management team, ensures compliance with relevant department and government policies, procedures and directives
Assisting the Registrar and Associate Registrars in the general planning, implementation, evaluation and continuous improvement of core registration functions / services
Working with other Managers, Associate Registrars, IT, academic leaders and service departments to ensure service excellence and student satisfaction
Analysing traffic and transactional volume patterns to identify trends, communicate key metrics and recommendations for service enhancement/changes
Manages the operations and systems to provide ONECard services to students.
Supports strategic enrolment and retention initiatives and works with internal and external stakeholders, to assist with the coordination of communication / promotion of registration, student campaigns, events, etc.
Proactively monitors service delivery and related information exchange/release through the various channels to ensure compliance with relevant legislation/regulations (i.e. FIPPA)
Managing, developing and maintaining portfolio related systems/technology and related business processes to ensure optimal service delivery and integration / compatibility with other departmental or College systems
Responsible for all aspects of staffing which includes determining and allocating work priorities/assignments, monitoring staffing levels, recruitment, selection, performance management and evaluation, discipline, etc.
Working to foster and develop a strong team environment with high levels of employee engagement
Participating in the development/recommendation of operational budgets which includes but is not limited to monitoring and maintaining budget activity to ensure appropriate and optimal use of human/fiscal/physical resources and budget control within assigned area
Ensuring all functional activity align with and adhere to College policies, procedures, applicable government legislation and collective agreements

QUALIFICATIONS:

Successfully completed a threeyear diploma / degree in a relevant field of study that may include, business administration or a related field of study
Minimum of 5 years experience in a similar capacity, preferably in multichannel, customer / student service environment supporting multiple locations
Human/fiscal management experience
Experience leading and managing operational projects (including systems/technology)
Knowledge and experience of technical and administrative practices, processes and technology procurement/implementation; experience organizing workflow, delivering information services and quality assurance
Experience with process development, improvement, reengineering
Experience developing, delivering, training on customer experience, service delivery standards, and performance
Strong understanding of information technology, business information intelligence systems/tools and webbased services
Strong analytical, organizational and decision making skills (interpretation and analysis of large amounts of complex data)
Exceptional interpersonal and