Manager, Enrolment and Customer Support

4 months ago

North York, Canada Seneca Polytechnic Full time

**Join the Renewed Seneca, The Next Seneca.**:
Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

Reporting to the Associate Registrar, Registration and Retention, the Manager, Enrolment & Customer Service provides leadership in support of Seneca’s strategic vision to enhance the student experience and set a high standard of service excellence through the development of an integrated service delivery model. This position is responsible for providing a comprehensive, integrated customer service experience for students, focusing on proactive communication strategies, technologies and other programming. This role will manage staff, coordinate resource planning, reviews student facing services/supports and develops operational plans and strategies to meet service excellence, while promoting equity, diversity and inclusion in operations.

**Here's What’s on Your Horizon**

**Leadership and Strategy**
- Collaborates with internal stakeholders to develop an integrated customer service model with service excellence and student programming standards and assesses customer service/support strategies
- Develops collaborative approach for promotional materials, maintains strong relationships with staff and provides support on projects
- Evaluates customer service strategies, prepares reports, communications and presentations and manages customer service activities and suggests improvements to products or service
- Collaborates with the institution's Marketing and Communications team on communication, social media, and marketing related to customer service

**Planning and Development**
- Fosters a culture of service excellence in student services and improves overall satisfaction
- Collaborates with Leadership to implement training and assess customer service effectiveness
- Solicits and utilizes feedback from staff and students, identifying opportunities to streamline processes and address service gaps and ensures compliance with Seneca’s policies, procedures and legislative requirements

**Collaboration and Engagement**
- Collaborates and maintains a robust and inclusive network of community contacts to share information and foster a culture of mutual benefit
- Acts as the primary point of contact for the department and ensures effective communication with stakeholders, identifies shared goals and ensures positive outcomes

**Development of New Initiatives**
- Leads and oversees the planning and execution of new initiatives and monitors and evaluates the effectiveness of efforts by using data-driven insights to refine programs and services
- Maintains current social and academic trends affecting student services/supports and Seneca service standards
- Conducts research on customer service programs, technologies, and best practices to inform new initiatives and develop high-quality services and resources for students

**Resource Management**
- Establishes customer service objectives and work plans, delegating assignments to subordinate employees
- Identifies and leads opportunities to enhance employee productivity and operational processes, tools, and services
- Provides constructive input to departmental leaders for policies/procedures, policy proposals, and strategies to improve operational efficiencies
- Oversees department budgets, including ongoing reporting and annual creation

**What You Bring to Seneca**
- 5+ years of experience in Customer Service, Student Services or relevant area. Previous experience in a Registrar Office an asset.
- Post Secondary Diploma or Degree in Business Administration, Communications, Education or any other related field; or an equivalent combination of training and experience.

**Note**:Travel to all Seneca Polytechnic campuses required for this role.***

**Job Details**

**External Posting Date**:September 4, 2024
**External Closing Date**:
**Pay Range**: Admin Pay Grade C: $106,339 - $143,557 (Hiring Range: $106,339 - $124,948)
**Hours**:37.5
**Work Type**:Hybrid
**Shift**: Monday to Friday (9:00am - 5:00pm)
**Ideal Start Date**: 9/23/24
**End Date**: 9/30/25

**Job Type**:Full-time, Contract

**Seneca Polytechnic at a Glance**:
Seneca is Canada’s leading polytechnic with over 4300+ employees, 40,000 full-time students and 23, 400 part-time and continuing education students. With over 55 years since opening its doors for the first time, Seneca Polytechnic is dedicated to getting our students career
- and world-ready. We offer an education that has no boundaries. And we create great flexible experiences for those who study and work here. The student experience. The employee experience. The community experience. The Seneca experience is a differentiator. As Canada’s leading polytechnic, our

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