Associate Registrar, Student Serv & Inform

at  Manitoba Institute of Trades and Technology

MITT is a post-secondary institute offering industry-driven, student-focused education in the areas of applied business, design and manufacturing technology, health care, human services, information communication technology, and skilled trades. We provide affordable, timely, skills-based education for learners seeking career entry as well as those looking to acquire relevant, in-demand competencies at any point in life.

A combination of related education and experience may be considered.

• Completion of a four-year degree, preferably in Business Administration, Public Administration, or a related field. A combination of related education and experience may be considered.
• A minimum of 4 years directly related experience (preferably in a post-secondary customer service, student service, or other front-facing environment).
• A minimum of 2 years of supervisory experience (preferably in a post-secondary environment).
• Prior experience with the development and implementation of policy, procedures and business processes in an educational environment, preferably related to post-secondary service delivery, and a demonstrated understanding of the interdependencies and interconnectedness of academic and non-academic policies, procedures, and structures.
• Sound understanding of strategic enrolment management concepts and the academic and non-academic policies, procedures, processes, and structures that contribute to a quality student experience.
• Extensive knowledge of the roles, responsibilities and functions of the Registrar’s Office and the related information that pertains to students and the academic cycle.
• Extensive knowledge of the Manitoba secondary and post-secondary environment in general and college environment in particular.
• Thorough knowledge and understanding of customer service and customer relationship principles and practices.
• Experience in change management and continuous improvement of business processes.
• Proven track record of effective team leadership when implementing and managing change that improves service delivery, enhances system efficiency, and increases departmental productivity.
• Demonstrated experience with student-facing systems, and a sound understanding of the principles of data stewardship.
• Experience working with confidential records; comprehensive understanding of FIPPA and PHIA, and their applicability to applicant and student information and records.
• Ability to prepare operational and statistical reports

Preferred Qualifications and Experience:

• Knowledge and understanding of Lean management principles.
• Experience with student financial aid and third-party sponsorship.
• Knowledge of and experience with student health insurance plans.
• Knowledge, understanding and experience with student/customer communications and engagement.
• Experience in systems and technical analysis, systems implementation and integration

Leadership and Strategic Development

• Leads, manages and supervises personnel and completes all administrative functions for staff (i.e., talent management; performance management, which includes annual reviews/discipline; training and professional development; and time management).
• Establishes objectives for the team, communicates those objectives to staff, monitors progress and plans for continuous improvement.
• Establishes department goals, targets, and strategies with the overall goal of continuous improvement.
• Monitors staffing, operational resources, and staff development needs and advises the Registrar on the necessary resources to ensure compliance and for the effective operations of the Registrar’s Office.
• Collaborates with the Registrar on budgeting and financial reporting processes for the Registrar’s Office.
• Supports the development, implementation and evaluation of overall vision, strategy, and operational plans within the Registrar’s Office in support of MITT’s strategic, academic, and enhanced student experience plans. Identifies systemic issues for consideration and improvement and opportunities for strategic change.
• Monitors trends and best practices within post-secondary education provincially, nationally, and internationally; interprets external drivers that influence MITT and the Registrar’s Office. Ensures that the Registrar’s Office continually improves and enhances its services accordingly.
• Advises the Registrar on matters associated with risk management for the Registrar’s Office including emergency response and business continuity.
• Participates on internal and external committees.

Student Service Delivery and Information

• Provides leadership across multiple campuses in planning, directing, and overseeing the student customer service and information portfolios in support of the college’s overall enrolment goals.
• Ensures the effective delivery of service from prospect to applicant to student to graduate in a manner that supports evolving student, staff, faculty, and other client demographics and reflects students’ preferences and expectations balanced with policies, best practices, and strategic priorities.
• Ensures the timely dissemination and effectiveness of all Registrar’s Office initiated student communications, from prospect to graduation, including but not limited to student onboarding information, communication of important academic dates, deadlines, and policies, and urgent/emergency student notifications.
• Collaborates with other student-facing departments and external relations to ensure the accuracy and support the dissemination of student-facing information on MITT’s website, student portal, recruitment materials, and other information available to students and the public.
• Collaborates with finance, academic operations and other Registrar’s Office departments in the implementation and dissemination of tuition and fee information and related changes.
• Ensures effective support for MITT’s collection and recording of tuition and fee payments and collaborates with the other Associate Registrars regarding student withdrawal for non-payment of fees.
• Ensures effective support for MITT’s financial aid and student sponsorship program/activities through tuition and fee payment procedures and processes that support students who are accessing financial aid, third party sponsorship and financial awards. Provides strategic leadership in the re-envisioning of MITT’s financial aid and sponsorship policies and structure.
• Oversees MITT’s student health insurance program, ensuring its effective delivery and providing strategic leadership for cyclical reviews and enhancements.
• Provides strategic leadership and oversight for policies and procedures that define MITT’s service delivery priorities, ensuring that policies and procedures are in place that accommodate accessible service delivery and support MITT’s equity, diversity and inclusion (EDI) and strategic enrolment management goals.
• Collaborates with stakeholders across the institution to ensure consistency and best practice in student service and information delivery and to evolve procedures and practices to meet the changing needs of the organization and students.
• Identifies trends and new opportunities and informs strategies or initiatives that enhance the student experience and improve student retention and success.
• Assesses and streamlines service and communication-related processes to maximize efficiency.

Data Stewardship, Technology Enhancement and Privacy

• Champions and ensures the integrity of data and data acquisition business processes related to service delivery and student information.
• Champions, consults on and makes recommendations for system improvements and technology developments that pertain to service delivery and student information.
• Ensures compliance with policies and procedures related to access, privacy and security of student information, along with academic, regulatory and accreditation policies and requirements.
• Ensures that access, privacy and security protocols and processes are maintained and respected.

Required Qualifications and Experience:

A combination of related education and experience may be considered.

• Completion of a four-year degree, preferably in Business Administration, Public Administration, or a related field. A combination of related education and experience may be considered.
• A minimum of 4 years directly related experience (preferably in a post-secondary customer service, student service, or other front-facing environment).
• A minimum of 2 years of supervisory experience (preferably in a post-secondary environment).
• Prior experience with the development and implementation of policy, procedures and business processes in an educational environment, preferably related to post-secondary service delivery, and a demonstrated understanding of the interdependencies and interconnectedness of academic and non-academic policies, procedures, and structures.
• Sound understanding of strategic enrolment management concepts and the academic and non-academic policies, procedures, processes, and structures that contribute to a quality student experience.
• Extensive knowledge of the roles, responsibilities and functions of the Registrar’s Office and the related information that pertains to students and the academic cycle.
• Extensive knowledge of the Manitoba secondary and post-secondary environment in general and college environment in particular.
• Thorough knowledge and understanding of customer service and customer relationship principles and practices.
• Experience in change management and continuous improvement of business processes.
• Proven track record of effective team leadership when implementing and managing change that improves service delivery, enhances system efficiency, and increases departmental productivity.
• Demonstrated experience with student-facing systems, and a sound understanding of the principles of data stewardship.
• Experience working with confidential records; comprehensive understanding of FIPPA and PHIA, and their applicability to applicant and student information and records.
• Ability to prepare operational and statistical reports.

Preferred Qualifications and Experience:

• Knowledge and understanding of Lean management principles.
• Experience with student financial aid and third-party sponsorship.
• Knowledge of and experience with student health insurance plans.
• Knowledge, understanding and experience with student/customer communications and engagement.
• Experience in systems and technical analysis, systems implementation and integration.