Team Lead

3 weeks ago

Vancouver, Canada University Canada West Full time

**Primary Purpose**

The Team Lead-Student Advising Specialist oversees the Student Advising Specialist team who serve as the first point of engagement and contact for student services at both UCW campuses (West Pender/Vancouver House), supporting the efficient and effective operation of the Student Affairs Department.

The Student Advising Specialist provides guidance to students on multiple matters, such as UCW services, housing, insurance, taxes, and other matters related to student success. In addition, the Team Lead-Student Advising Specialist works closely with the Student Advising and Support Services team (International Student Advising, Outreach, Student Rights and Responsibilities) and supports advisors as needed.

In this role, the Team Lead is expected to work internally with the Manager, Student Advising and Support Services and collaborate with stakeholders such as the Student Life team, Outreach team, Alumni Engagement Office, Career Development Center, the Health & Wellbeing Office as well as the Accessibility & Diversity office, Registrar’s Office, and Marketing & Communications department in improving student services and supports.

**Specific Responsibilities**

TEAM /PERFORMANCE MANAGEMENT
- Supervise the work of staff reporting to the Manager, Student Advising and Support Services
- Foster a team environment and work to resolve conflict and maintain a positive morale
- Provide orientation, coaching/instruction, training, and development relating to the university’s operations and administrative practices
- Oversee work portfolios of Student Advising Specialists, oversee team meetings, and maintain close working relationship with the Outreach, Student Rights and Responsibilities, and International Student Advising team
- Coordinate and provide staff input into the development, evaluation, and revision of KPI and annual goals or service standards to maintain positive service reviews from students, faculty, external staff, and administrators who rely on Student Advising Specialists

PROBLEM-SOLVING/ANALYTICAL THINKING
- Provide analysis on high-stakes externally sensitive cases involving students and prepare in-person or written consultation for the Student Affairs & Services division
- Use knowledge of systems, policies, and procedures to exercise professional judgement to solve unusual, complex overlapping immigration, academic, health & safety and work-related cases
- Design and implement student feedback on services provided; interpret results and determine implications; communicate relevant information and recommend improvements to advising services and practice for the ISA team

COMMUNICATION
- Support on-campus general advising services (Student Advising Specialist) team and act as spokesperson for the team in leadership meetings
- Provide in person or written consultation upon request, to Senior Management Team related to student concerns

STAKEHOLDER MANAGEMENT
- Coordinate advising staff reports for management on service levels, advising issue frequency and distribution, and make recommendations for service improvement, staffing levels, and policy changes where appropriate
- Coordinate and present reports to management and external stakeholders, such as program chairs, managers, directors, and executives that are specific to international student success, retention, and immigration/academic issues of relevance to the audience
- Oversee and update UCW documents such as Academic Calendar, Student Handbook to accurately reflect Student Advising Services accurately for the Student Advising and Support Services team.

**Education and Experience**
- Baccalaureate degree from a recognized post-secondary institution
- An equivalent combination of education and experience may be considered
- Minimum 1 year experience providing student support in a post-secondary setting
- Previous experience supervising a team an asset
- Knowledge of mental health first-aid training or similar, an asset
- Advanced computer skills (MS office proficiency)
- Demonstrated ability to manage ambiguity
- Demonstrated ability to respond to individuals in distress with care and empathy, while also maintaining appropriate boundaries
- Demonstrated ability to manage conflict
- Knowledge of suicide intervention, health & safety, and dispute resolution practices an asset

**Job Types**: Full-time, Permanent

**Salary**: $62,000.00-$72,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC V6Z 0E5: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

Work Location: One location

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