Enrolment Services Coordinator, Williams Lake

The Enrolment Services Coordinator provides direct supervision to the Williams Lake Enrolment Services staff including analyzing, recommending, planning, training, scheduling and ensuring the effective and efficient operation of the team.  The Coordinator provides coordination and support to staff, students, faculty and administrators to ensure systems and processes operate in accordance with established policies, data standards and service standards.  The Coordinator works directly with other managers and supervisors within the University Registrar division and across the University to ensure seamless service provision and integrity of student records.  The Coordinator resolves complex enrolment issues with significant impact on students' academic progression and attainment.  The Coordinator will perform the duties of Enrolment Services staff as needed.

MAJOR DUTIES & RESPONSIBILITIES

1. Develops and coordinates the Williams Lake scheduling plan for a variety of courses, programs and exams; maintains the accompanying administrative support.
2. Liaises and collaborates with a wide range of internal and external clients, to coordinate and finalize the scheduling of TRU facilities, supplies and resources required for courses, programs and exams
3. Provides daily operational support, troubleshooting and general assistance to the Williams Lake Campus.
4. Analyzes, researches, and provides solutions to scheduling problems by providing timely effective solutions and recommendations for corrective actions. 
5. Maintains current knowledge of University policies and related procedures and applies to daily operations.
6. Supervises the work of TRU Enrolment staff including:  planning, scheduling, assigning, organizing and checking of work, as well as coaching and providing feedback on staff performance.
7. Maintains the reputation of the University by ensuring the delivery of a high level of service to students, faculty and the public, and ensuring the integrity of student records.
8. Acts as the first point of contact to resolve escalated or exceptional student and faculty issues relating to enrolment and student records.
9. Provides training to Enrolment Services Staff and develops procedural documentation and training materials.  
10. Verifies accuracy of data entry of TRU Williams Lake Enrolment Services staff in accordance with established policy and data standards.  Identifies issues and recommends solutions.
11. Works with other departments and divisions to ensure seamless service delivery, continuous improvement of enrolment-related processes and to maintain the integrity of student records. 
12. Coordinates communication for divisional staff, students, faculty and the general university community.
13. Plans and/or participates in systems functional testing in coordination with Student Systems and Reporting and other stakeholders across the institution.
14. Liaises frequently with the Finance Department and Student Awards and Financial Aidstaff to provide support to Williams Lake campus with respect to fees, student awards and registration.
15. Takes a proactive approach to supporting and facilitating University recruitment, conversion and retention activities.
16. Maintains current knowledge of Senate policies, sessional dates, admissions and registration procedures, Calendar content, transfer and partnership agreements.
17. Ensures compliance within the Williams Lake Enrolment Services team regarding the Freedom of Information and Protection of Privacy Act in the creation and maintenance of student records.
18. Performs the duties of TRU Williams Lake Enrolment Services staff when needed.

REPORTS TO

Academic Director, Williams Lake Campus & Regions

EDUCATION:

• A bachelor's degree in a related field from a recognized post-secondary institution 

EXPERIENCE:

• Five years of related experience in a post-secondary institution or related environment including three years of experience in a Registrar's Office, including:
  • Experience with training, coordinating and supervising staff
  • Experience with records management.
  • Experience with data analytics and reporting
  • Experience in a highly student or customer service-oriented environment

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• Ability to effectively supervise a team of staff and provide conflict resolution
• Ability to address and resolve complex and stressful situations with diplomacy
• Ability to plan, schedule, assign and check work for a department
• Ability to effectively organize and coordinate staff training
• Ability to manage one's own time effectively, balancing work that requires focused concentration with the need to attend to urgent matters that arise
• Ability to perform electronic word processing and data entry in an enterprise relational database including knowledge of Banner and scheduling software
• Ability to work well under pressure and deal courteously and tactfully with a variety of people, both verbally and in writing 
• Ability to use policies and procedures to problem-solve day-to-day issues
• Ability to operate basic office equipment such as printer, scanner, fax and photocopier
• Ability to plan, organize and prioritize tasks and meet deadlines, maintaining accuracy and attention to detail
• Ability to work independently as well as part of a team
• Advanced knowledge of University policies and procedures relating to student service and records management
• Ability to develop, modify, and produce reports
• Ability to continuously contribute to an accountable, positive and effective campus community. Examples include limiting use of personal electronics to break times, accountable time management, appreciation for the inclusion of diverse voices, timely sharing of information, and positive interpersonal communication with and regarding all university members, regardless of campus or centre of operations. 

WORKING CONDITIONS

• Sitting at desk and computer for long periods of time as well as counter work
• General office conditions
• Occasional lifting and moving boxes and bins exceeding 10 kg
• Occasional exposure to difficult client situations
• Limited travel required