Team Lead

The Role

The Team Lead collaborates with the Assistant Registrar on the team’s annual cycle of services and processes to students offered across Enrolment Services. The Team Lead directs, coordinates, monitors, and schedules the day-to-day work of the staff to effectively deliver service offerings, prepares plans for annual ongoing training programs, designs and develops training materials and delivery of comprehensive training and instructional sessions, and develops and maintains a master training program or orienting and educating staff. The Team Lead provides overall support and operational guidance to the Admissions Officers, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and Training Group, or Student Success Advisors.

The Team Lead holds responsibility in one of the following portfolios: admissions, academic advising, credit and non-credit student records and registration, enrolment services advising and/or financial aid & awards.

The Team Lead resolves and troubleshoots escalated complex student issues as required. The Team Lead regularly interacts with other units across campus and within Enrolment Services to ensure effective delivery of service to students and the College community. The Team Lead works closely with Assistant Registrars, Associate Registrars and the Registrar in Enrolment Services. The Team Lead cultivates relationships with key stakeholders across the campus and with other units in Enrolment Services, and identifies new opportunities for collaboration and innovation.

We offer the opportunity to do what you do best in an inclusive, collaborative and collegial environment. At Douglas, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth, and development, as well as a safe and respectful workplace.

Transit-accessible campuses Hybrid work arrangements for eligible positions Competitive salaries Excellent Health and Dental Benefits Defined-Benefit Pension Plan Professional Development funding Access to our Fitness Centres and Classes Responsibilities Note: The following job duties and tasks are performed in this position, in addition to those contained in the Enrolment Services Advisor, (Job No. 130.75). Coordination of team operational processes and workflow and identification of new opportunities Works closely with the Assistant Registrar and/or Associate Registrar to execute the day to day processes and operations of the area to ensure effectiveness and efficiency Acts as a resource to Admissions Officers, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and Training Group, or Student Success Advisors on issues relating to students and their studies at the College, including, but not limited to the interpretation of college and government policies and processes, as well as best practices in situations not covered by existing policies and makes decision on escalated outcomes in collaboration with the Assistant Registrar and/or Associate Registrar Troubleshoots problems in the course of the annual student cycle and initiates resolutions Identifies new opportunities and efficiencies in processes and workflows and integration of services Research, select and implement alternatives where there are opportunities for improvement while maintaining and monitoring progress in light of new technologies and changes to process to ensure the area is staying current and moving forward with the desire and work of students Schedules and assigns work to unit staff based on changing requirements Coordinates the day-to-day operational support to Admission Officers, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and Training Group, or Student Success Advisors Coordinates the daily operational activities relating to Enrolment Services, including, but not limited to program administration and advising, workflows and processes Coordinates the operational oversight for the wide range of activities, cultivating cross-team consistency and coherence in the initiating, planning and implementation of operational elements, monitoring effectiveness, analyzing for achievement of results and reporting on it
Advising Services Investigates and resolves escalated time sensitive complex student issues, which may include policy interpretation issues and working with other units and external organizations Diffuses upset, angry or hostile students escalated from Admissions Officer, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and Training Group, or Student Success Advisors and provides guidance and information and refer appropriately Adjudicates escalated exceptional cases and approves monetary assistance in the form of emergency funding, which may include, but not limited to emergency loans, bursaries, grocery cards, fee deferrals, etc., for students with exceptional circumstances Makes and receives referrals, when appropriate and follows up to ensure referral accuracy, as appropriate Liaises with faculties, deans, associate deans, directors, associate directors, chairs and coordinators and various departments , etc., regarding admissions, curriculum, financial assistance& awards, and records and registration Identifies students at risk or in crisis and proactively connects students with the appropriate resources and supports Evaluates and makes recommendations to faculties, program areas and/or Registrar for academic requirement waivers for admission or graduation Interprets policy regarding withdrawals, registration, academic requirements, etc., by maintaining current knowledge on College policies, procedures and curriculum requirements to ensure accurate and consistent information is provided to students Conducts sessions to students in Student Success (STSU) courses, which may cover, but not limited to, academic program planning, developing goals short and long term goals with students, identifying opportunities to help students in becoming independent learners and being successful at the College Conducts presentation, outreach activities, and develops workshops on topics relating to academic, financial planning on and off campus, admissions, and/or records and registration
Administration and Operations Develops, updates and maintains training materials, training program goals and objectives by conducting needs assessments through various mechanisms to gather information regarding training requirements consistent with the long term goals of Enrolment Services Coordinates, develops, and delivers comprehensive training and instructional sessions to the Admissions Officer, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and the Training Group, and/or Student Success Advisors Trains and ensures Admissions Officers, Enrolment Services Advisors, Records Officers, Registration Officers – Continuing Education and the Training Group, and/or Student Success Advisors are trained in all aspects of their role so that they provide the highest level of support and service to students Investigates system problems, which are complex and specialized in nature to determine the nature and source of errors, and liaises with appropriate people and/or departments to solve complicated system and enrolment related problems Uses knowledge of systems, policies, procedures and exercises professional judgement to solve unusual or complex problems Coordinates, analyzes, tests, trains, and implements new enhanced student system functionalities and upgrades, including, but not limited to student information systems (SIS), Constituent Relationship Management (CRM), EducationPlanner, DegreeAudit, Scheduling, Document Management Develops documentation for respective areas with respect to student system functionalities Sets up and maintain student system tables ensuring compliance with College, government and external policies and processes Reviews business processes and system requirements to refine and improve best practices. In consultation with Assistant and/or Associate Registrars, participates in the development of system change request and submissions In collaboration with the Assistant and/or Associate Registrars, develops, maintains and updates content on the website for internal and external audiences by composing content. Administers College, government and external policies and procedures as relevant regarding student academic and financial situations Coordinates, adjudicates and/or oversees the selection of award recipients in keeping with established policies Adjudicates, approves and denies bursary appeals Evaluates records management policies and practices for changes in including evaluating exceptional request for records Develops and implements protocols to capture and manage information about sensitive advisory interactions with students using best practices and sound knowledge of applicable privacy policy and legislation Designs and coordinates program to encourage student retention and progress Designs and implements financial literacy programs to support students in gaining understanding on financial resources and budgeting Designs and implements student-focused surveys; interpret results and determine implications; communicates key findings to the appropriate parties Conducts an evaluation system by assessing, initiating and evaluating learning opportunities and outcomes Develops, compiles, prepares and interprets complex statistical and qualitative reports, and makes recommendations and presentations (e.g. relating to admissions, enrolment, student funding, advising services, etc.) Assesses existing departmental procedures and systems and recommends changes as needed Makes recommendations to enhance overall advising practices and processes Ensures student data confidentiality and privacy according to Registrar, College and FIPPA regulations Updates, safeguards, maintains student records in accordance with applicable legislation and policy Assists with developing new procedures and systems within the department to better serve students or make delivery of programs more efficient and student focus Develops templates, as required, to streamline departmental processes relating to enrolment services and engagement Drafts resource materials for students and faculty; ensures key resources, including the student-focused pages on the departmental website, are kept up-to-date with current information Works as a member of an implementation team to develop and update student system solutions Participates in the interview process of hiring new staff Performs other duties as assigned
Knowledge Expertise and Continuous Improvement Participates as an active member on provincial, national organizations, associations, and committees to provide professional input and help influence and develop current and future policies to positively impact students; Works with government and external agencies in BC and Canada, and vendors where necessary y (e.g. CASFAA, ASAP, NACADA, CACUSS, SABC, AEST, EPBC, BCCAT, ARUCC, WARUCC, etc.) Leads and actively participates and contributes to projects, when applicable Provides input on annual budget planning Evaluates programs and makes recommendations for improvements Continuously contributes to the service values to ensure relevant, up-to-date information Keeps abreast of changes and trends in employment opportunities for new graduates; this requires liaising with Career Services and academic departments and maintaining knowledge of reference and resources regarding career opportunities to ensure students are well informed about available options and skills required Keeps abreast of FIPPA regulations Follows registriarial best practices and emerging trends that may impact student experience and student success Participates in ongoing training to ensure a deep knowledge based in a wide variety of College service areas To Be Successful in this Role You Will Need - Bachelor’s degree in a relevant field from a recognized post-secondary institution and 5 years related work experience or a combination of education and experience, including at least 3 years of supervising/leading a team
- Minimum of 4 years of direct experience in service-centred post-secondary environment; a proven ability to provide exceptional front-line service in a fast-paced environment is required
- Experience in providing instruction and training to adult learner, and knowledge in different learning styles
- Experience with interpreting, applying and advising on policies and procedures
- Sound and current knowledge on best practices in enrolment or registrarial services or comparable work experience
- Ability to provide effective and appropriate guidance and counsel
- Proficiency with standard office software required
- Comfortable with evolving technology and processes
- Strong team player and adaptable to changing information
- Experience using a Student Information System or other enterprise database solutions/customer relationship management systems
- A skilled listener, with the ability to identify, respond and handle confidential and/or sensitive issues and/or material with empathy, diplomacy and discretion
- Must be resourceful and able to analyze problems, identify key information and issues and develop effective solutions
- Ability to independently exercise judgment to make decisions on matters of varying complexity
- Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community
- Excellent interpersonal, communication and presentation skills required
- Ability to multi-task, apply organizational skills to meet deadlines
- Demonstrated accuracy and attention to detail
- Ability to collaborate and share expertise within a team environment
- Enthusiasm and capacity for continuous learning and development
- Experience working with different cultures
- The position requires interacting with people directly for long periods of time; the ideal candidate will enjoy and have strong communication skills in interacting with all types of customers through both face to face, verbally and written

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