Manager, Service Experience

1 month ago

Halifax, Canada Dalhousie University Full time

Position Information

**Position Title**
- Manager, Service Experience**Department/Unit**
- Registrar's Office**Location**
- Halifax, Nova Scotia, Canada**Posting Number**
- S353-24**Employee Group**
- DPMG**Position Type**
- Term**Duration of Contract (if applicable)**
- 18 months**Employment Type**
- Full Time**Full-time Equivalency (FTE)**
- 1.0**Salary**
- $68,105 - $91, 237 per annum**Classification**
- ADM-06**Provisional Statement**
- This is a provisional classification. Formal regular review classification procedures may be initiated at any time by the incumbent or supervisor after the incumbent has worked a minimum of six months in the role._

**About Dalhousie University**
- Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018.**Job Summary**
- The Registrar’s Office (RO) is a large, multi-site operation involved in the entire academic experience of Dalhousie students, from recruitment and admissions through to convocation and beyond._ _Reporting to the Associate Registrar and Director of Academic Regulations and Services, the incumbent is responsible for managing and creating a highly effective customer service culture within the team that focuses on creating a positive experience for prospective and current students, parents, guidance counselors, faculty, and staff, while also meeting critical operational milestones.**Key Responsibilities**
- Operationalize a Service Excellence Framework by creating and managing a highly effective customer service team, focused on meeting the needs of current and future Dalhousie students and the surrounding community.
- Oversee the lifecycle of operational activities across all areas of the unit, ensuring co-ordination and communication with all Hub staff.
- Guide the development of procedures for the effective delivery of services, ensuring documentation is maintained, implemented and staff trained.
- Hire, supervise and train six full-time, direct reports.
- Ensure financial policies and procedures are followed in relation to deposits, uStore, Interac machines, and payments.

**Note**
- Due to operational requirements, the successful applicant is required to work in-person on campus.**Required Qualifications**
- Undergraduate degree required, with a minimum of three to five years’ related administrative experience (or an equivalent combination of training and experience)
- Experience developing business processes, policies and procedures.
- Experience providing exceptional customer service.
- Proven excellence in staff supervision and management, and high degree of interpersonal communication skills.
- Ability to maintain a high level of confidentiality.

**Assets**
- Master’s degree.
- Experience in a university setting.

**Job Competencies**
- Respect & Inclusion
- Communication
- Thinking and Acting Strategically
- Accountability for Performance & Results
- Change & Innovation

**Additional Information**
- Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program._

**Application Consideration**Diversity Statement**

Posting Detail Information

**Number of Vacancies**
- 1**Open Date**
- 11/29/2024**Close Date**
- 12/06/2024**Open Until Filled**
- No**Special Instructions to Applicant**

**Quick Link for Direct Access to Posting

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