Team Lead - Enrolment Services Advising

at  Douglas College

WORK ARRANGEMENTS

This regular full-time (35 hours per week) position is available starting July 29, 2024 Regular hours of work are Monday to Friday, 8:45 am – 4:15 pm. Shift days and times may change depending on the Department’s need. Occasional evening and/or weekend work may be required. The position is located at the Coquitlam campus; however, successful candidate must be available for work at the New Westminster. Douglas College is committed to supporting a healthy work/life balance for employees. A modified/flexible schedule and/or hybrid work from home arrangement may be considered, subject to the terms of the College’s Work From Home Policy.

WHAT DOUGLAS OFFERS

DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.

THE ROLE

The Team Lead collaborates with the Assistant Registrar on the team’s annual cycle of services and processes to students offered across Enrolment Services. The Team Lead directs, coordinates, monitors, and schedules the day-to-day work of the staff to effectively deliver service offerings, prepares plans for annual ongoing training programs, designs and develops training materials and delivery of comprehensive training and instructional sessions, and develops and maintains a master training program or orienting and educating staff. The Team Lead provides overall support and operational guidance to the Admissions Officers, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and Training Group, or Student Success Advisors.
The Team Lead holds responsibility in one of the following portfolios: admissions, academic advising, credit and non-credit student records and registration, enrolment services advising and/or financial aid & awards.
The Team Lead resolves and troubleshoots escalated complex student issues as required. The Team Lead regularly interacts with other units across campus and within Enrolment Services to ensure effective delivery of service to students and the College community. The Team Lead works closely with Assistant Registrars, Associate Registrars and the Registrar in Enrolment Services. The Team Lead cultivates relationships with key stakeholders across the campus and with other units in Enrolment Services, and identifies new opportunities for collaboration and innovation.

We offer the opportunity to do what you do best in an inclusive, collaborative and collegial environment. At Douglas, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth, and development, as well as a safe and respectful workplace.

• Transit-accessible campuses
• Hybrid work arrangements for eligible positions
• Competitive salaries
• Excellent Health and Dental Benefits
• Defined-Benefit Pension Plan
• Professional Development funding
• Access to our Fitness Centres and Classes

RESPONSIBILITIES

Note: The following job duties and tasks are performed in this position, in addition to those contained in the Enrolment Services Advisor, (Job No. 130.75).

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED

• Bachelor’s degree in a relevant field from a recognized post-secondary institution and 5 years related work experience or a combination of education and experience, including at least 3 years of supervising/leading a team
• Minimum of 4 years of direct experience in service-centred post-secondary environment; a proven ability to provide exceptional front-line service in a fast-paced environment is required
• Experience in providing instruction and training to adult learner, and knowledge in different learning styles
• Experience with interpreting, applying and advising on policies and procedures
• Sound and current knowledge on best practices in enrolment or registrarial services or comparable work experience
• Ability to provide effective and appropriate guidance and counsel
• Proficiency with standard office software required
• Comfortable with evolving technology and processes
• Strong team player and adaptable to changing information
• Experience using a Student Information System or other enterprise database solutions/customer relationship management systems
• A skilled listener, with the ability to identify, respond and handle confidential and/or sensitive issues and/or material with empathy, diplomacy and discretion
• Must be resourceful and able to analyze problems, identify key information and issues and develop effective solutions
• Ability to independently exercise judgment to make decisions on matters of varying complexity
• Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community
• Excellent interpersonal, communication and presentation skills required
• Ability to multi-task, apply organizational skills to meet deadlines
• Demonstrated accuracy and attention to detail
• Ability to collaborate and share expertise within a team environment
• Enthusiasm and capacity for continuous learning and development
• Experience working with different cultures
• The position requires interacting with people directly for long periods of time; the ideal candidate will enjoy and have strong communication skills in interacting with all types of customers through both face to face, verbally and written