Manager, Client Services

3 weeks ago


Kitchener, Canada Conestoga College Full time

**Requisition Details**:

- **Job Title**:Manager, Client Services & Student Fees**:

- **Requisition #**:23-413**:

- **Campus**: Doon
- **Department**: Client Services & Student Fees
- **Payband**: 11
- **Payband Range**: $88,307.00 - $110,385.00
- **Hours/Week**: 37.5
- **Posting Date**: Friday, July 21, 2023
- **Closing Date**: Wednesday, August 2, 2023 at 11:59 PM EST
- **Vacancy Type**: Administration - Full-time

Administrative Full-time New Position

**Responsibilities**:
**Planning, Organizing, Evaluating, & Effectiveness of Service Delivery**
- Assists the Associate Registrar in the planning, implementation, evaluation, and continuous improvement of all services systems and functions
- Accountable for the business output of direct reports, as well as data integrity, accuracy, and compliance with deadlines
- Provides expertise and support to the frontline team when issues or exceptional situations arise, analyses issues, determines solutions, and works with IT Services and the Associate Registrar to define and implement solutions
- Assists the Associate Registrar in the development and management of College-wide guidelines and practices that effectively support the enrolment service priorities with the Registrar’s Office
- Assists the Associate Registrar with the review of internal operating procedures, re-engineers procedures to ensure effective client service, utilizing available resources within the Registrar’s Office

**Provides leadership to the Client Services and Student Fees Team**
- Provides leadership and direction to support staff that results in motivated, customer-oriented, enthusiastic staff focused on optimizing satisfaction and providing superior customer service
- Manages the Client Services Officers and Fees Clerks, including scheduling, performance management, and escalation support
- Manages the activities of staff in their daily assignments, creating an effective working environment for the staff and an effective service delivery environment for students/clients
- In collaboration with the Associate Registrar, designs and implements an annual operational plan
- Responsible for the recruitment, selection, training, professional development, and evaluation of staff within the Client Services and Student Fees and units of the Office of the Registrar

**Physical Operations Management**
- Ensures that the physical service areas maintained by the Registrar’s Office are maintained and meet the service needs of the department
- Develops appropriate resources and signage for Registrar’s Office service areas, including supporting the implementation of and ongoing use of a queueing system
- Supports daily operations of the Welcome Centre, specifically supporting operational needs during peak periods, with regard to crowd management and service delivery

**Project Management/Systems Enhancements**:

- Provides leadership on special projects and initiatives identified by the Associate Registrar
- Collaborates with the Associate Registrar, Finance, International and IT in the design, testing, and implementation of new processes and refinements relating to service delivery in the Registrar’s Office
- Reviews current processes for areas that can be improved upon to effectively manage a high volume of activity

**Qualifications**:

- Three-Year Diploma/Degree in Business Administration, Commerce, Social Sciences, or a related field of study
- Three years of work experience in a similar managerial position
- Excellent leadership and communication skills, including problem-solving, training, organizational skills, conflict resolution, and the ability to remain calm in difficult situations
- Demonstrated diplomacy, tact, professionalism, and critical thinking skills
- Strong interpersonal skills and sensitivity are essential in order to communicate with and interact with the College’s diverse client base
- Strong client service skills with experience providing service in a fast-paced environment, preferably in a post-secondary environment

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