Coordinator, Service Integration

3 weeks ago


Hamilton, Canada Mohawk College Full time

**Coordinator, Service Integration (App. D/Temp. Assignment: August 2023 - March 2025)**

**Status**:Appendix D/Temporary Assignment: August 2023 - March 2025

**Hours**: Monday - Friday, 35 hours/week

**Home Campus**: Fennell

**Payband**: J

**Rate of Pay**:$39.15

**Posting Date**:July 21st, 2023

**Closing Date**: July 28th, 2023 at 7:00 pm EST

We support and encourage the contributions of our diverse employees. We are committed to nurturing an equitable, diverse and inclusive (EDI) environment for everyone who learns and works at Mohawk College. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

**Coordinator, Service Integration**

The Coordinator of Service Integration works with their team and within the Registrar’s Office to support and champion students and their successes. The incumbent participates and makes recommendations in the design, development, implementation, and evaluation of student service best practices. The incumbent coordinates and collaborates with various stakeholders to integrate approaches to student services and success through all phases of the student lifecycle. The incumbent collaborates with campus resources as partners in student success and engagement programs and initiatives.

**Responsibilities**:
The duties of this position include, but are not limited to:
**Co-ordinates Student Services Staff and Activity Within the Square at Fennell, Stoney Creek, and IAHS Campuses, including Contact Centre, Switchboard, Transaction Counter and Welcome Desk**
- ** **Coordinates the utilization of full-time and part-time staff to ensure deadlines and priorities are met within the budget allocation
- Develops and provides training to Student Service Representatives at the Square
- Be a role model, providing leadership and direction within the Student Services portfolio to develop a cohesive and integrated team that is focused on high-quality programming and services to support student registration, transition and success
- Support the Registrar’s Office in the alignment of departmental business practices and operational strategic plans with a goal of ensuring a strong and positive customer service culture which is consistent among all campus locations
- Focus on student success by inspiring student learning and driving improvement(s) in areas of student satisfaction and retention
- Work closely with members of the Admissions and Financial Assistance teams to assist in the assessment of student needs related to student success
- Monitor best practices in advising, student financial updates and awards, student orientation and student engagement, and ensures that all services and programs within the Student Services portfolio undergo regular review and provide hands-on support /participation as necessary
- Co-ordinates and ensures all departmental accounting processes and procedures are adhered to including managerial reports for the Core cashiering system
- Ensures adherence to the Freedom of Information Guidelines
- Maintains procedures to ensure processes and record keeping meet Mohawk’s policies and procedures from the Ministry of Training, Colleges and Universities
- Ensures efficiency and high quality of the front-line operations concerning staff training, coaching, scheduling and day-to-day operations
- The incumbent monitors the performance of Q-nomy, ensuring that it functions properly, and will also contribute to communications around possible system upgrades and modifications to improve functionality.
- Ensures content on monitors with the Square is up-to-date; partners with various departments in the College for material.
- Primary contact for OCAS activity; ensuring the system is functioning properly, training for new staff, and partnership with OCAS regarding questions or training material. Escalate issues to the Manager as required.
- Ensures systems working within the Contact Centre (ticketing system, phone lines) and Switchboard. Escalates issues with systems to HelpDesk and Manager as required.
- Primary contact for CE Registration; processes, testing, enhancements, reporting, etc.

**Guides and Supports Financial Assistance Staff**
- ** **Ensures efficiency and high quality of operations concerning staff training, coaching, scheduling and day-to-day operations.
- Provides a high level of customer service through example and guiding staff and developing procedures to meet this goal.
- The incumbent is the first point of contact for Financial Advisors and part-time staff regarding escalation issues, training needs, etc.
- Coordinates weekly team meetings (distribution of agenda, minutes, etc.)

**Reporting for Service Integration and Financial Assistance**
- ** **Create contracts for new employees



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