Registration and Service Centres Coordinator

at  Centennial College

Job Number:
J0824-1577
Job Title:
Registration and Service Centres Coordinator
Job Type:
Permanent FT Support
Bargaining Unit:
FT Support
School/Department:
Student Experience & Success
Campus:
Progress/Hybrid(requires travel between all campus
Location:
Greater Toronto Area
Pay Range:
$38.01 - $44.05
Pay Band:
Support I
Hours/Week:
35
Shift Schedule:
8:30 AM to 4:30 PM
Date Posted:
August 30, 2024
Closing Date:
September 6, 2024

(AS A UNIONIZED EMPLOYER, CENTENNIAL COLLEGE GIVES PREFERENCE TO INTERNAL CANDIDATES AS DEFINED IN THE COLLECTIVE AGREEMENT. EXTERNAL CANDIDATES WILL BE CONSIDERED ONLY IF THERE ARE NO QUALIFIED INTERNAL CANDIDATES)

Centennial College recognizes and affirms Diversity, Equity and Inclusion and Indigenous ways of knowing as central to the vibrancy and uniqueness of its learning and working academic mission. We strongly encourage applications from members of Indigenous communities and all equity-deserving groups including Women, Racialized, Persons with Disabilities, and LGBTQ+ communities.
We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

POSITION SUMMARY

Reporting to the Manager, Registration and Service Centres, the Registration and Service Centres Coordinator will play a vital role in the coordination of college-wide semester start-ups, including all related projects and process engineering and reengineering. The successful incumbent will also provide operational support to the College’s service centres (across all campuses) by building staff schedules and distributing tasks to service centre staff members. The successful incumbent will be responsible for training service centre staff on new processes and procedures as well as training staff throughout the College on semester start-up activities. These training sessions are formal, bespoke training sessions that may range from one-on-one training to larger 60-person seminars. Additionally, the coordinator will assist with continual service improvements through the reengineering of workflows and business processes used to support all service areas and schools across the College to create a seamless, student-centric approach. The incumbent will also resolve escalated (Tier II) student service issues and perform front-line student service tasks as needed. Although primarily stationed at the Progress campus, this position requires travel between all campuses.

QUALIFICATIONS/EXPERIENCE

• 3-year diploma or equivalent in Business Administration, Business Information Systems, Project Management, Process Management, or a related field.
• Minimum of five (5) years’ related experience in a large, complex, multi-stakeholder, customer-centric environment, including some experience in a leadership capacity, i.e., team leadership, project leadership, etc.
• Experience administering multiple projects or tasks simultaneously, setting priorities, developing processes and workflows, and working in a deadline driven environment.
• Demonstrated experience in planning, designing, and facilitating formal, large-scale training sessions for colleagues on processes, procedures, and software which may be entirely new to the trainees.
• Experience in the training or onboarding of new colleagues.
• Knowledge and understanding of the overall Enrolment Services/Registrar’s Office functions, goals, objectives, activities, policies, procedures, and guidelines considered a strong asset.
• Experience with Banner is a requirement.
• Experience with Q-Flow considered an asset.
• Must possess a willingness and aptitude to learn new software as new software is regularly introduced as virtual and online services evolve.
• Experience in a customer service role involving Tier II (escalated) issues.
• Knowledge and understanding of the overall Enrolment Services/Registrar’s Office functions, goals, objectives, activities, policies, procedures, and guidelines considered a strong asset.
• Demonstrated ability to lead without authority, work under pressure, and exhibit a strong attention to detail.
• Ability to learn independently with strong initiative and flexibility to adapt to, and work with, new processes and changing technology.
• Demonstrated ability to work as part of both functional and cross-functional teams including a proven ability to lead and work as part of a cohesive team based on mutual respect, credibility, and trust.
• Ability to travel between all campuses is required.
  Apply online: www.centennialcollege.ca/careers
  Proof of credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their foreign equivalents will be required at the time of job offer.
  When applying, your cover letter and résumé must include examples that reflect all of the requested skills and qualifications and must be submitted online by September 6, 2024 at 11:59 PM EST. Please quote Job ID J0824-1577. Misrepresentation of applicant information will be grounds for your exclusion from the competition or for dismissal should you subsequently be hired for the position. We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.
  We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).

• Takes a project coordinator role in semester start-ups. This task includes assisting in developing and maintaining Start-Up project plans, executing project tasks, and communicating with all stakeholders to ensure all requirements of the various areas of the College are accurately captured.
• Represents the Enrolment Services department as a subject matter expert on various working groups regarding projects that touch upon semester start-ups, virtual student services, or online services.
• Works as part of cross-functional project teams to conduct user and functionality testing of products and software related to virtual student services and online student services to optimize functionality and user interfaces. This includes testing data integrity as it relates to student academic history, financial data, course information, and registration data.
• Creates and maintains staff work schedules which may require reassigning staff to other campuses or changing staff’s shifts.
• Generates and analyzes locker sales reports to identify any issues regarding the completeness, accuracy, and integrity of the data.
• With the manager, maps out high level training plans and schedules, and designs and develops training module plans for new and existing student service functions and their processes and procedures in service areas across the College.
• Provides training and support in key areas of the SES division and the College community as it relates to semester start-ups, virtual student services, and online student services. This includes the related software such as Banner, Web Registration, CASS, the College’s parking and locker app, etc.
• Trains and onboards all new Service Centre staff, including contract staff. This involves training staff on how to perform all functions of their job including the department’s business processes, semester start-up processes, Banner training, etc.
• Works with the Manager, Registration and Service Centres to reimagine service models and processes to meet the changing needs of the College’s students.
• Runs Q-Flow reports pertaining to service wait times, types of services administered, etc. and analyses and interprets the data to make service improvement recommendations.
• Assesses, investigates, and resolves complex and irregular student service issues. This also includes the de-escalation of aggravated students, parents, and visitors.
• Performs all student services offered by the College’s service centres and triage stations during peak periods.