Assistant Registrar, Student Services

**Department: Student Services, Registrar's Office**

The Office of the Registrar proudly supports McMaster University’s academic mission through the creative, efficient provision of core administrative student services and the support of staff and faculty across all areas of the university community. Our work in supporting the student experience reaches from initial contact with prospective students through the celebrations of convocation. We are a smart, collaborative staff approximately 100, spread across 8 departments: Student Services, Aid & Awards, Student Recruitment, Undergraduate Admissions, Student Records & Systems, Scheduling & Examinations, Student Communications and Central RO Administration

The integrated student services centre in the Office of the Registrar, services over 30,000 customers, takes a first-contact resolution approach in helping students navigate self-service options, provides transactional and in-depth assistance and university/financial advising. The Student Services team have detailed and comprehensive knowledge over a wide variety of areas and will be empowered to problem solve and resolve most complex issues and inquiries brought forward. Most student inquiries entering the service centre are focused on student enrolment and finances.

We are currently seeking an Assistant Registrar, Student Services, who will report to the Associate Registrar, Student Services. The Assistant Registrar is responsible for the efficient and effective delivery of the multiple student service delivery platforms by providing operational leadership and service excellence. The Assistant Registrar will lead the team to advise and resolve students inquires, upholding the service excellence. As a valued member of Student Services, the Assistant Registrar will contribute to the delivery of the department’s overall strategy and provide recommendations to the Associate Registrar, Student Services to ensure the successful operation of the Student Services Team

**Accountabilities**

**Service Excellence**
- Manages a complex service environment with multiple service delivery platforms, diverse student populations with varying needs and a wide breadth of knowledge that spans several departments involved in the life cycle of the student.
- Use performance metrics to consistently monitor effectiveness, develop action plans and enhance service delivery
- Delivers data-driven employee coaching to develop individual performance and overall team effectiveness, with positivity, enthusiasm, and commitment.
- Complete quality assurance processes
- Build strong employee and community relationships to develop a culture of trust, encouragement, and a dedication to learning.

**Operational Leadership**
- Responsible for interpreting policy to ensure accurate and thorough information is used to serve and educate our student population.
- Make educated and confident decisions within policy guidelines where required.
- Recommend, support, and advance the design and development of service and system expansion projects.
- Develop policy and system improvements in response to the evolving needs of applicants, current/former students, alumni, and the University.
- Research best practices related to the knowledge base, policies and processes.
- Edit large scale student correspondence.
- Conduct analyses of post-secondary institutions service delivery platforms
- Act as a liaison with McMaster community partners and external stakeholders within the scope of services.
- Review and assess complex applicant and student files using multiple systems.
- Manage difficult cases that reach a point of escalation with tact and diplomacy.

**Human Resources Management**
- Manage a dynamic team of 11 Student Services Professionals and 4/5 student employees. Lead and manage most functions related to human resource management: scheduling, performance management, training, absence mangement, professional development. Lead recruiting, hiring, on-boarding and developing employees including students from the McMaster Work Program.
- Manage and provide direction to staff, prioritizing workflow, assigning work, and overseeing the academic cycle.
- Develop and execute initiatives in support of Diversity, Equity and Inclusion supporting the shared purpose and responsibility of building an inclusive community.

**Qualifications**:

- Champion McMaster’s Core Leadership Capabilities. Demonstrate strong managerial, leadership and training skills with proven time management skills.
- Ability to quickly set priorities and manage multiple competing priorities in an effective manner.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to collect and present data effectively.
- Consistent demonstration of tact, discretion, and diplomacy.
- Sound judgment and demonstrated success in problem solving.
- Knowledge of McMaster University requirements, policies, and procedures.
- Experience with PeopleSoft Campus Solutions. Know