Manager, Student Central

2 weeks ago

London, Canada Western University Full time

**Classification & Regular Hours**:
Hours per Week: 35

Salary Grade: 16

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
The Office of the Registrar supports students’ academic pursuits as well as Western’s strategic priorities by delivering an array of integrated services in a professional environment, while maintaining the integrity and confidentiality of student information throughout the student lifecycle.

**Responsibilities**:
The Manager, Student Central plays a key leadership role within the Office of the Registrar by leading the front-line team who responds to over 140,000 inquiries per year ensuring a positive experience that fosters a long-term commitment to Western through transparent and equitable processes that are continuously improved to provide better service. The Manager, Student Central participates in ensuring important information is communicated to students in a timely, clear, and consistent manner.

The Manager, Student Central oversees the daily activities of the team, plans and implements changes to business processes and investigates, recommends, and implements the use of new technologies and improvements to existing technologies. The role ensures that there is consistent implementation and interpretation of Student Central and University policies and actively participates in the development of such policies. This role actively develops and maintains positive relationships and promotes cooperation between staff in Student Central; across the Office of the Registrar; and across campus to deliver and improve services to future, current, and former students.

**Qualifications**:
**Education**:

- Bachelor’s Degree preferably in Business Administration or Information Management
- Graduate Degree completed or in progress is preferred

**Experience**:

- 5 years management experience in a post secondary environment
- Experience managing diverse teams with competing scheduling priorities, preferably in a higher education institution
- 3 years project management experience or managing integrated systems and aligning resources, preferably in a higher education institution

Knowledge, Skills & Abilities:

- Excellent verbal and written communication skills
- Confidence dealing with all levels of an organization
- Ability to establish effective routines for excellent communication with all members of the team to maximize productivity
- Demonstrated commitment to ongoing learning and professional development
- Ability to understand customer needs and expectations by providing excellent customer service directly and indirectly to meet and exceed expectations
- Strong customer service skills to handle enquiries and resolve issues in a professional and timely manner with a desire to achieve results
- Ability to analyze and synthesize sizable amounts of detail/data
- Basic understanding of financial theories and budgeting
- Intermediate computer skills and knowledge of social media principles
- Ability to work within a flexible schedule to accommodate the University’s events and activities with flexibility to work outside regular business hours
- Ability to work and lead in a fluid and challenging work environment with changing priorities and deadlines
- Self-driven, independent thinker who is highly motivated and possesses an intrinsic passion for quality
- Ability to work strategically, tactically, and operationally
- Ability to multi-task and maintain an organized and effective personal work environment
- Ability to work well under pressure and handle multiple conflicting priorities in a fast paced environment with frequent interruptions
- Ability to handle diverse situations, multiple projects and rapidly changing priorities
- Exceptional organizational skills and the ability to manage activities both for self and others effectively
- Ability to work in a manner that is compliant with confidentiality requirements
- Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management
- Proven ability to develop and foster supportive peer-to-peer relationships with experts/decision makers

**Background Checks**:
While transcripts are not required for the interview, they are mandatory prior to any offer of employment.

**Western Values Diversity**:
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resource

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