Student Services Coordinator

2 weeks ago

Edmonton, Canada NAIT Full time

**NOTE: This is a temporary position ending on or before December 20, 2024 with the possibility of extension.**
***

Reporting directly to the Manager of Student Information and Services, the Student Services Coordinator is responsible for guiding the Student Services team in meeting annual objectives by providing leadership, training and mentorship. Major responsibilities of the role include coordinating assignments and schedules, performing staff evaluations, hiring and training staff, implementing operational plans, handling complex cases and resolving escalations.

The Coordinator is the first point of contact and go-to resource for internal and external stakeholders about student information services and the student experience. The Coordinator collect, synthesize, and share insights about the student experience with NAIT processes and communications to advocate for improvements. The Coordinator also shares information about the Student Information Services team processes and service standards to build understanding and collaboration across campus.

The Coordinator will be required to represent the Office of the Registrar on and/or lead work teams, committees, and planning groups both internal to NAIT and external within the community. They will also support the manager in operationalizing the Student Progression strategic plan in their team.

**Key Responsibilities**:
Operational:

- Directs and coordinates a wide range of activities to deliver quality, consistent, and timely student information service
- Monitors and analyzes service KPIs to inform staff scheduling, workflow priorities, and communications
- Ensures the work of the Student Information Services team meet service standards, as well as comply with NAIT policies and procedures
- Handles student escalations when necessary and collaborate with different areas across campus to resolve complex scenarios in alignment with NAIT’s policies and procedures

Communication & Collaboration:

- Share insights about the student experience with NAIT processes and communications to help program and service areas improve their processes and communications.
- Represents the RO or NAIT in relevant internal and external working groups and committees.
- Works closely with other Student Progression Coordinators and partners across the institution as required to support admissions, enrolment, and student experience objectives.

Staff Recruitment, Training, Management and Development:

- Collaborates with NAIT HR on interviewing, selecting, and hiring new staff members
- Develops and maintains an up-to-date training plan with clear training outcomes and timelines.
- Coordinates the maintenance of all training and reference materials
- Coordinates the on-boarding and training process for all new members of the Student Information Services team
- Facilitate on-going coaching and performance enhancement conversations with team members.
- Facilitates regular meetings with the team to provide updates, information, and identify and resolve any emerging issues
- Manages staffing schedule and absence requests to ensure adequate coverage to meet business needs

Strategic Planning and Process Improvements:

- Participates in the development and operationalization of strategic plan for the Office of the Registrar and the Student Information Services portfolio.
- Provides leadership and/or operational insights on relevant projects that affect Student Information Services goals, processes, and timelines.
- Reports on Student Information Services service standards, challenges, and priorities
- Continuously reviews and identifies opportunities to improve relevant processes and communications.

**Skills & Abilities**:

- Extensive knowledge of NAIT programs, policies, procedures, and processes for credit, non-credit, and apprenticeship careers.
- Knowledge of PeopleSoft Campus Solutions, ATOMS, Academic Tools, AUPE collective agreement, and FOIP
- Asks the right questions to accurately analyze situations and uncover root causes to difficult problems
- Acquires data from multiple and diverse sources when solving problems
- Evaluates pros and cons, risks, and benefits of different solution options
- Follows through on commitments and makes sure others do the same
- Creates a feeling of belonging and strong team morale
- Fosters open dialogue and collaboration among the team
- Effective communicator, able to adjust to fit the audience and message
- Ability to work collaboratively with various stakeholders
- Excellent planning and organizational skills, with the ability to prioritize effectively in a high-volume environment.
- Ability to de-escalate and resolve conflicts with mínimal noise
- Ability to develop others through coaching, feedback, exposure, and stretch assignments
- Willingness to face difficult issues, steps up for challenges, and participate in difficult conversations

**Qualifications**:
***
- Related post-secondary diploma required. Bachelor’s degree preferred

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