Service Experience Manager
4 weeks ago
Position Overview
The Registrar's Office (RO) operates as a comprehensive, multi-faceted entity dedicated to enhancing the academic journey of students. Reporting to the Associate Registrar and Director of Service Strategy and Financial Aid, the selected candidate will play a pivotal role in cultivating a robust customer service ethos within the team, aimed at ensuring a favorable experience for prospective and current students, their families, guidance counselors, faculty, and staff, while achieving essential operational objectives.
Key Responsibilities
- Implement a Service Excellence Framework by establishing and leading a proficient customer service team, dedicated to addressing the needs of current and future students and the broader community.
- Oversee the operational activities across all facets of the unit, ensuring effective coordination and communication among all staff members.
- Direct the formulation of procedures for the efficient delivery of services, ensuring that documentation is consistently maintained, implemented, and that staff are adequately trained.
- Manage Registrarial functions encompassing all in-person inquiries, telephone communications, chat, and email correspondence related to student records, admissions, financial aid, registration, enrollment confirmations, transcripts, graduation, and letters of permission.
- Recruit, supervise, and mentor six full-time direct reports.
- Ensure adherence to financial policies and procedures regarding deposits, payment systems, and transactions.
Required Qualifications
- A bachelor's degree is required, accompanied by a minimum of three to five years of relevant administrative experience (or an equivalent combination of education and experience).
- Proven experience in developing business processes, policies, and procedures.
- Demonstrated ability to provide exceptional customer service.
- Proven track record in staff supervision and management, with strong interpersonal communication skills.
- Capacity to maintain a high level of confidentiality.
Preferred Qualifications
- Master's degree.
- Experience within a university environment.
Core Competencies
The successful candidate is expected to exhibit proficiency in Dalhousie's core and leadership competencies, particularly in:
- Respect & Inclusion
- Communication
- Service
- Strategic Thinking and Action
- Accountability for Performance & Results
- Change & Innovation
Additional Information
Dalhousie University promotes a healthy and balanced lifestyle. Our comprehensive compensation package includes a defined benefit pension plan, health and dental coverage, a health spending account, an employee and family assistance program, and a tuition assistance program.
Diversity Commitment
Dalhousie University is committed to achieving inclusive excellence by continually advocating for equity, diversity, inclusion, and accessibility. We encourage applications from Indigenous Peoples, persons of Black/African descent, members of other racialized groups, persons with disabilities, women, and individuals identifying as part of 2SLGBTQIA+ communities, as well as all candidates who would contribute to the diversity of our community.
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Halifax, Nova Scotia, Canada Dalhousie University Full timePosition Overview The Registrar's Office (RO) operates as a comprehensive entity dedicated to enhancing the academic journey of students. Reporting to the Associate Registrar and Director of Service Strategy and Financial Aid, the role involves cultivating a robust customer service ethos within the team, aimed at ensuring a positive experience for students,...
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Halifax, Nova Scotia, Canada Dalhousie University Full timePosition OverviewThe Registrar's Office (RO) operates as a comprehensive entity dedicated to enhancing the academic journey of students. Reporting to the Associate Registrar and Director of Service Strategy and Financial Aid, the selected candidate will be instrumental in fostering a robust customer service ethos within the team, ensuring a positive...
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