Manager, Service Delivery

Reporting to the Director, Service Strategy, the Manager, Service Delivery is responsible for the management of the Office of the University Registrar (OUR) Service Hub. This includes managing inbound calls, email, live chat, and in person service for the OUR and Undergraduate Admission and Recruitment (UAR). In addition to student facing service, this role is also responsible for oversight of transcript and student card production and distribution, third party and government aid document completion, and other high volume student support functions.

The Manager facilitates and maintains positive working relationships with subject matter experts within the OUR to ensure that the Service Hub team is providing prospective and current students with accurate and supportive service, and appropriate guidance regarding undergraduate admission requirements, financial aid and awards, course enrolment, tuition and fees, transcripts, student cards and exams. With a focus on continuous improvement, collaboration, and data-informed decision-making, the Manager recommends and implements projects focused on improving service to students and internal and external partners. The manager also plays a key role in advising the Director on policies, procedures, and initiatives, in support of short-term and longer-term strategic goals.

KEY RESPONSIBILITIES:
• Oversee the day-to-day activities of Service Hub staff to ensure equitable and timely service and processing of student and applicant requests.
• Plan, develop, and implement effective service strategies, programs, and activities to create seamless and efficient experiences for applicants and students seeking support.
• In collaboration with the Director, Service Strategy, contribute to strategic planning activities.
• Interpret and apply university policies and procedures in a consistent and equitable manner.
• Communicate process changes to the Service Hub team to ensure that changes are implemented effectively and ensure that campus partners are aware of the Registrar’s Office processes and procedures.
• Identify key internal and external stakeholders to develop and maintain positive working relationships, working effectively to resolve issues or implement new initiatives.
• Identify opportunities for business process improvements and update administrative calendars as required.
• Develop appropriate measurement criteria to evaluate the effectiveness of service activities, student satisfaction and business processes and make changes to processes accordingly.
• On an ongoing basis, evaluate service delivery based on established criteria, and in collaboration with the Director, Service Strategy, implement changes based on the evaluation to improve processes and effectiveness, and increase student satisfaction.
• Recommend, develop, and implement strategies and tactics to improve service and functional operational execution.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance by establishing standards, reviewing and evaluating performance and conducting formal performance reviews.
• Assess staff training and development needs and ensure that employees receive the training required to improve and sustain successful performance.
• Investigate, address, and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Perform additional in support of the division.

REQUIRED QUALIFICATIONS
• A University degree, preferably in Business Administration or related field.
• Minimum of 5 years of progressively responsible experience managing administrative systems and operations, preferably within a university or public-sector environment.
• Demonstrated success managing and directing staff.
• Proven leadership and team building experience.
• Experience gathering, documenting and implementing business processes and policies.
• Experience developing service targets, including measurement criteria.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS
• Excellent verbal and written communication skills, including negotiation skills.
• Must be creative and willing to develop and implement new ideas and innovative approaches to set and meet objectives.
• Analytical and interpretive skills, and the ability to develop and implement service strategies that are targeted and measurable, evaluate their effectiveness, and recommend and implement change.
• Ability to work effectively with internal and external stakeholders at all organizational levels.
• Excellent organizational skills and ability to coordinate and lead the execution of activities efficiently and effectively.
• Demonstrated skill in building and maintaining business relationships.
• Self-motivated, results-driven, and capable of prioritizing multiple tasks in a collaborative team environment; flexibility, initiative and resourcefulness to work independently at a high level.
• Well-developed public relations skills, with the ability to adjust communication content and methods based on the audience.
• Excellent interpersonal and diplomacy skills as well as strong intercultural communication skills.
• Specific experience with software packages/applications (PeopleSoft, Microsoft Office).

DECISION MAKING
• Evaluate job candidates and make effective recommendations on suitable hires.
• Make decisions and/or effective recommendations regarding transfers and promotions.
• Plan, prioritize, and manage the work of employees, providing strategic and tactical advice, guidance, and coaching.
• Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Investigate, address, and resolve employee/labour relations issues, including disciplinary matters.
• Assess investigation outcome of grievances and make effective recommendations on appropriate course of action or next steps on grievances.
• Make effective recommendations on level of discipline up to discharge and probationary termination.
• Determine and develop effective marketing strategies for recruiting and promotion.
• Determine and evaluate criteria to measure the effectiveness of service activities.
• Decide how to prioritize activities to accomplish short- and long-term objectives for self and reports.
• Decide on resource allocation as well as staff and budget recommendations for supplemental resources to support plans.
• Decide how and when to best invest time and attention to various service activities for optimum results.
• Determine and recommend content for communications (print, web, other electronic, presentations).
• Determine the best methods for establishing and maintaining relations with external organizations in outreach efforts.
• Identify the significance, benefits, and risks of available alternative solutions or methods pertaining to service processes.

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