Student Services Manager

**La version française suit

**Role**: Student Services Manager
**Reporting to**: School Director
**Location**: Montréal, QC

**Description**
The Student Services Manager is an integral member of the student services team, leading and supporting the Student Services Advisors in providing administrative and advising support to current and future international students.

The Student Services Manager is responsible for a range of administrative tasks associated with the smooth and successful running of both ILSC Montréal (Language school) and Greystone College Montréal (Vocational College). These administrative tasks include, but are not limited to, creating various reports, data entry into Socrate and Ariane softwares (Qc Gouvernment), preparing transcripts, coordinating graduation, collaborating with internal teams to support on finance and accounting tasks, answering phones, etc. In addition to administrative functions, the Student Services Manager completes advising tasks, supporting students with enrolments, guidance on their study plans, and supporting on any questions or concerns they may have. In addition to completing these functions, the Student Services Manager is responsible for leading and supervising the Student Services Coordinator team.

The Student Services Manager is a full-time, salary position with 37.5 hours of work per week. The position will begin with daytime hours, Monday to Friday, but hours may vary and require flexibility.

**Job Duties**

**Leadership**:

- Leads and mentors a team of direct reports, organizing regular meetings designed to foster the professional development of these team members
- Inspires the team to provide the highest quality service to students and agents
- Ensures compliance with all governing bodies (Languages Canada and Ministère de l’Enseignement Supérieur)
- Escalating issues to the appropriate stakeholders as required
- Fosters agent relationships with effective communication and campus visits
- Ensures and maintains building cleanliness/tidiness, facilities operations, and safety of all campuses
- Analyzes NPS scores and student survey responses to implement initiatives and action plans which focus on improving the student experience
- Leads walk-in sales initiatives and inspires student services teams to meet and exceed sales targets
- Reinforces the ILSC and Greystone College brand

**Administration**:

- Oversees front desk student/customer support and answering phones
- Ensures excellent customer service
- Oversees the reception and tracking of payments
- Communicates with internal and external teams to oversee facility maintenance
- Coordinates opening or closing the campuses
- Oversees and completes a broad range of database related tasks
- Collaborate with registration team regarding pending students
- Communicates with accounting and finance team through scanning invoices, collecting payments, and coordinating required documents/procedures related to tax season.

**Compliance**
- Oversees creation, management and updating of all student files for ILSC and Greystone College including School contracts, student intake reports, etc.)
- Plans student graduation including the preparation of graduation reports, coordination of the graduation event and creation/distribution of diplomas and transcripts
- Checks and updates compliance related to admin, such as contracts, school policies, procedures, enrollment documentation, academic files, etc. for ILSC and GC.
- Follows up with student Study Permits (ILSC & GSC) and Work Permits (GSC)
- Collaborates with Compliance personnel to ensure all reporting is completed in time
- Registers GC students data into government software such as Ariane and Socrate

**Student Advising**:

- Trains and motivates the Student Services team on how to properly advise students/agents
- Advises students on their study plans, and extending to ILSC, GSC or partner programs
- Helps current students with any questions or issues they have on non-academic areas
- Sets and delivers on targets for program extensions, conversions, and upsells
- Communicates with agents around student concerns and/or complaints in collaboration with Sales
- Leads Social Media initiatives on Instagram and Facebook
- Oversees activity program by coordinating with external and internal activity leaders
- Liaises with the directors and managers regarding tasks and projects
- Other duties/tasks as required

**Essential Qualifications, Skills, and Attributes**
- Strong communication skills
- Proven management and leadership skills
- Ability to multitask with strong attention to detail
- Proven experience working with confidential and sensitive information
- Excellent organizational and computer skills
- Proactive with strong problem solving and critical thinking skills
- Collaborative and adaptable
- A self starter who works well individually and in groups
- Knowledge of English (C1) and French (C2 level)
- Knowledge of another language, especially Sp