Manager, Student Services

**About Us**

The same philosophy of personal attention that distinguishes Yorkville Education Company as a leading provider of post-secondary education also makes us an exceptional place to work. We are a modern and progressive institution that prioritizes diversity, opens doors to those often overlooked and provides pathways to successful careers.

Yorkville Education LP launched in 2004 with a simple idea: to offer people in search of a purposeful path with the flexible, rigorous and career-focused degrees they need to succeed. With campuses in Ontario, British Columbia and New Brunswick, we equip our online and on-campus graduates from both Yorkville University and Toronto Film School with the professional knowledge, skills and designations that employers seek out. Every member of our team - from the President, right on down to the newest hire - shares a passion for learning, teaching and growing, both as individuals and as a collective. While our focus remains on providing our students with transformative, accessible and flexible higher education pathways, we also nurture an inclusive, supportive and genuinely kind work environment for our employees in three provinces.

If you want to help transform the Canadian post-secondary education landscape and shine a light on academic excellence, please join us.

**Who we need**:
The Manager of Student Services provides leadership and strategy to the Student Services team. This position is responsible for mentoring and supervising Program Advisors and ensuring a customer service focus for aiding student success and retention. We are looking for a manager to engage and lead transformation in student services with a student-centric focus to include effective transition, retention, engagement, and student success.

**What you will do**:
Registrar and Student Services
- Working closely with the Registrar’s Office and Admissions Department on student registrations and admissions into programs. Implement a customer service strategy that provides impeccable service to ensure that students are supported during the registration process.
- Working with departments across the institution and external providers of health insurance to ensure coverage for international students.
- Ability to understand and articulate the services within the institution that are available to students. Liaise with other service areas, such as Reception, Registrar's Office, Student Finance, and IT, to problem-solve issues and address student needs.
- Devise strategies to engage and request follow up with students, especially those who are deemed at risk, to ensure continued support and increase retention.
- Analytics and reporting on KPIs, at risk student numbers, withdrawals, LOA reporting, cancellations, etc.
- Aptitude to thoroughly understand the institution’s systems to adequately service students, pull reports, troubleshoot issues, distribute tickets among staff, and monitor the responses provided by staff to ensure they are appropriate, timely and effective.

Staff Management and Supervision
- Supervise Program Advisors and International Student Advisors and oversee their functions, including but not limited to re-entries, withdraws, and student retention, with particular focus on customer service and the effective tracking of, and intervention with, students at risk.
- Provide ongoing mentorship and support to staff to assist with professional development in their role, and to provide them additional training as needed.
- Participate in interviewing and selection of new staff.
- Provide training and on-boarding of new staff.
- Organize participation by staff in campus activities, such as New Student Orientation and Registration.
- Conduct performance evaluations of staff, including during their probationary periods.
- Ensure appropriate on-campus staff coverage so that students can meet with their advisors.

**What you bring**:

- Master’s degree preferred; Bachelor’s degree required.
- 3 to 5 years’ experience in a leadership role. Preference will be given to those with experience leading staff in a student service or advising role.
- Experience leading change/transformational projects within an organization. Preference will be given to those who have experience with team transformation in an educational environment.
- Experience leading a cross-functional team to drive change and get results.

**What’s in it for you**:
We provide a transformative, accessible, and flexible higher education environment. Our team shares a passion for learning, teaching, and growing. We nurture an inclusive, supportive, and diverse work environment throughout our three campus locations.
- Health Benefits
- Dental Coverage
- Competitive Salary
- Fun, competitive, and challenging work environment
- Incentives and rewards
- Career growth
- Free Tuition for all Yorkville University Programs
- Employee and Family Assistance Program

**What does the best of all worlds mean at Yorkville Education?**