Team Lead

7 months ago

New Westminster, Canada Douglas College Full time

**Work Arrangements**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.**Responsibilities**
- Note: The following job duties and tasks are performed in this position, in addition to those contained in the (Job No. 130.06) Admissions Officer, (Job No. 130.10) Registration Officer - Continuing Education and Training Group, (Job No. 130.88) Enrolment Services Advisor, (Job No. 130.75) Records Officer, or (Job No. 130.87) Student Success Advisor._

**Coordination of team operational processes and workflow and identification of new opportunities**
- Works closely with the Assistant Registrar and/or Associate Registrar to execute the day to day processes and operations of the area to ensure effectiveness and efficiency
- Acts as a resource to Admissions Officers, Enrolment Services Advisors, Records Officers, Registration Officers - Continuing Education and Training Group, or Student Success Advisors on issues relating to students and their studies at the College, including, but not limited to the interpretation of college and government policies and processes, as well as best practices in situations not covered by existing policies and makes decision on escalated outcomes in collaboration with the Assistant Registrar and/or Associate Registrar
- Troubleshoots problems in the course of the annual student cycle and initiates resolutions
- Identifies new opportunities and efficiencies in processes and workflows and integration of services
- Research, select and implement alternatives where there are opportunities for improvement while maintaining and monitoring progress in light of new technologies and changes to process to ensure the area is staying current and moving forward with the desire and work of students
- Schedules and assigns work to unit staff based on changing requirements
- Coordinates the day-to-day operational support to Admission Officers, Enrolment Services Advisors, Records Officers, Registration Officers - Continuing Education and Training Group, or Student Success Advisors
- Coordinates the daily operational activities relating to Enrolment Services, including, but not limited to program administration and advising, workflows and processes
- Coordinates the operational oversight for the wide range of activities, cultivating cross-team consistency and coherence in the initiating, planning and implementation of operational elements, monitoring effectiveness, analyzing for achievement of results and reporting on it

**Advising Services**
- Investigates and resolves escalated time sensitive complex student issues, which may include policy interpretation issues and working with other units and external organizations
- Diffuses upset, angry or hostile students escalated from Admissions Officer, Enrolment Services Advisors, Records Officers, Registration Officers - Continuing Education and Training Group, or Student Success Advisors and provides guidance and information and refer appropriately
- Adjudicates escalated exceptional cases and approves monetary assistance in the form of

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