Manager, Admissions Operations

3 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Manager, Admissions Operations (MAO) reports to the Assistant Registrar, Admissions Operations (ARO) and is responsible for the functional direction of the Admissions Coordinators (6) and the Admissions Team Lead (1), and the implementation of the associated tasks and responsibilities.

This role oversees a high volume of work and ensures the team works effectively, and efficiently to process all incoming documentation to the admissions office, verify authenticity, and to provide oversight to multiple specialized prospective student portfolios. They supervise and support the team in handling the day-to-day operations of the admissions front line activities. The MAO must have the ability to multi-task and to handle competing responsibilities with strong knowledge of front-line admissions operations, policies, procedures, conflict resolution and problem solving.

A key accountability is human resources leadership and development of the team. Providing effective direction and leadership to staff is essential. This includes supporting the Admissions Team Lead to provide strong onboarding, thorough training, and encouraging staff participation in personal and professional development on an on-going basis.

**Responsibilities**:
Service Delivery
- Supports the collection and organization of applicant data through multiple digital platforms.
- Monitors workflow and seeks efficiency. Recommends possible changes to the ARO.
- Provides daily support to the Admissions Coordinators and is the escalation point for challenging calls and complex issues.
- Responds to inquiries from applicants, families, and campus clients while seeking to build positive connections.
- Responsible for the communication of both positive and negative decisions. Presents special cases for consideration to Admissions Management for review and decision.
- Ensures accuracy and consistency in assessment processes handled by the Admissions Coordinators.
- Completes student registration, including, but not limited to add/drop activity, block enrolment, service indicators, term activation, unit load as this pertains to the Exchange and PT/DE.
- Works closely to monitor and report system process problems to the Business Systems Analysts to ensure the success of daily admissions activities.
- Leads and verifies accuracy for coding of transfer credits, transcript text, exchange, letters of permission.
- Liaises with the staff in Registrar’s Office; attends Admissions Team meetings and Recruitment Team meetings as required; keeps abreast of policy and procedure changes being instituted.
- Participates in the 3-day Ontario Universities’ Fair that takes place annually in Toronto.
- Understands and implements FIPPA and University Policy 46.

Lead, manage, motivate, and mentor team
- Assigns individual portfolio leads within the Admissions team to cover off special tasks and portfolios throughout each admissions cycle
- Liaises with the ARO to set goals and expectations for training, onboarding, offboarding, portfolio distribution and daily service goals
- Performance management is required through both formal (performance appraisal) and informal methods such as regular feedback, 6-month check ins, and coaching
- Advocates on behalf of the Admissions Coordinator team for changes and support as needed.
- Demonstrates a commitment to equity, diversity, inclusion and anti-racism through their leadership, management, and operational practices
- Identifies and administers development opportunities and growth within the job. Delegates these opportunities to the Admissions Team Lead to ensure employee growth, task delegation and regular follow-up on progress development
- Promotes dialogue, collaboration and feedback between the AC’s, Admissions Officers, Business System Analysts, stakeholders, and university affiliates
- Works closely with ARO to create and maintain a work environment that fosters, recognizes, and rewards mentorship, quality of work, respectful communication, creativity, positive energy, and synergy. Identifies and promotes professional development and progression opportunities through a multi-level career pathway
- The Manager, Admissions Operations may be asked to represent the ARO at events and meetings as required

Integrity of Application, Document Management System
- Troubleshoot issues related to the scanning, indexing, and coding of all documents to an applicant file to ensure accuracy
- Supports the Team Lead on quality assurance checks on indexing batches to ensure accuracy of Admissions Coordinators work and addresses issues as they arise with staff
- Identifies systems related discrepancies and communicates these to the Business Analysts or the ARO
- Ensures processes and document management procedures are kept up-to-date and properly communicated within the admissions team
- Run standard queries to gather data from the Student Information System and the Document Management System to identify accuracy and the vario

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