Manager, Enrolment and Client Services

**_About Durham College:_**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

The Manager, Enrolment and Client Services is responsible to the Director, Enrolment Services and Student Records for the planning, development, implementation and control of all integrated future and current student client service functions including front-line and call center activities. The incumbent will be responsible for managing and directing the performance of the Enrolment Services Representatives and Specialists who deliver front line services to Durham College students, faculty, staff and community and are often the first point of contact for all visitors in person and on line. The incumbent will be the main contact for the Whitby Campus and will work closely with the Manager, Registration and Student Records to ensure optimization across both campuses and delivery of consistent and imperative information and services as they relate to all students. The incumbent will lead the team in providing quality, student focused service in the areas of registration, student accounts, troubleshooting issues and providing timely information on services and processes. The incumbent will work closely with the Office of the Registrar, International Education, Faculties, Deans, Student Advisors, Student Affairs and the DCSA.

**DUTIES AND RESPONSIBILITIES**:

- Leadership: Provides direct leadership to the enrolment services team and is responsible for recruitment, hiring, training and development, coaching/advising performance, scheduling, attendance and vacation tracking. They will book timely team meetings to keep everyone informed of changes and to receive service feedback and will work with each team member to continually support and enhance their development and performance.
- Customer Service Processes: Works to determine root cause of service issues and implements solutions to provide long term benefit and increased efficiency in college operations. Reports on various metrics such as client volume, client response, client satisfaction and solution turnaround. Deals with appropriate client escalations and escalates client issues to higher level support and resolution as required. Develops, documents and implements operating procedures and suggests system modification to improve service delivery
- Communications: Manages the team that is responsible for developing and coordinating communications (internal and external) and recommends communication strategies to the Director to support internal and divisional communications, and external communications within the larger College community. Facilitates the development and continuous improvement of a strategic communications framework, map, and repository of templates and best practices that enable alignment and coordination of communications plans and activities designed and implemented within the Enrolment Services division.
- Outreach: Manages the development and implementation of comprehensive campaigns, including reviewing and editing communications as it relates to students. Develops a comprehensive outreach plan to close communication gaps and work with stakeholders across the DC community to provide cyclical student supports.
- Project Management: Works with the Director and individual units to develop appropriate processes for offering frontline services in relation to the development of a new centralized service model.

**QUALIFICATIONS**:

- A minimum of a 4-year degree in in Business and/or Communications
- A minimum of 4-years or experience in a post secondary setting
- Strength in leading a high caliber team that oversees many operational functions.
- Capable of handling sensitive and confidential information wi