Team Lead, Service Delivery

A Brief Overview

This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards and exams. This position provides subject matter expertise to students and peers on various operational elements including student cards, transcripts, and diploma production and distribution. This position coordinates central activities within the department and/or unit, monitors, and follows-up with staff to confirm activity progression. This position also directs, allocates, and supervises the work of other staff.

What you will do

• Acts as the first point of contact and subject matter expert for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries.

• Responds to inquiries in person, virtually, by phone and by email on subjects including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, transcripts etc.

• Provides subject matter expertise to students and peers on various operational elements including student cards, transcripts, and diploma production and distribution.

• Acts as a resource to staff including explaining policies and procedures and recommends changes to policies and procedures for improvement of department services.

• Coordinates central activities within the department and/or unit, monitors and follows-up with staff to confirm activity progression.

• Leads daily, monthly, and yearly processes in support of the manager and staff.

• Provides administrative support including scheduling.

• Assesses staff training and development needs.

• Directs, allocates, and supervises the work of other staff.

Required Education

• Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent.

Required Experience

• More than 3 years and up to and including 5 years of experience.

Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.

• Provide consultation and advice on non-straightforward and/or complex issues.

• Interaction with others requires interpersonal skills and the ability to understand and influence.

• Adapt messages to meet the needs of the intended audience.

• Build relationships, trust and credibility.

• Manage own work, train and review the work of the team to see commitments through to completion.

• Sets work priorities and direction, supporting the team in achieving goals and objectives.

• Participate in project team meetings and develop team project plans.

• Lead procedural or technological change within a unit.

• Identify new problems and seek information and input to fully understand the cause of problems.

• Identify opportunities to improve the effectiveness and efficiency of work processes.

• Draw logical conclusions and provides opinions and recommendations.

• Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.

• Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

• Assess the suitability of job candidates and recommend the most appropriate person for hire.

• Monitor and assess output and the quality of work from team members and recommend need for formal training or development plans to management and identify possible performance and/or disciplinary issues.

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