Coordinator, Frontline Student Support

University of Victoria - Victoria, BC (il y a 30+ jours)

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The University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement.

Job Summary

Student Affairs at the University of Victoria helps to transforms students’ lives by supporting and inspiring the highest standards of student learning and success, community engagement and staff development. The Division is comprised of over 30 reporting units in five departments: Athletics and Recreation, Campus Services, Office of the Registrar, Student Recruitment and Global Engagement, and Student Services. The comprehensive and integrated range of services we provide make Student Affairs one of the most dynamic and diverse divisions on campus. Together, we support UVic’s vision “to be a university of choice for outstanding students, faculty, and staff from BC, Canada, and around the world”.

As part of the larger Division of Student Affairs at the University of Victoria, the Office of the Registrar (OREG) places students at the centre of its operations in the provision of core institutional services and systems. The services offered by OREG include undergraduate and graduate admission, registration, course/exam scheduling, academic records management, curriculum/calendar, scholarships/financial aid and graduation. The Office of the Registrar collaborates closely with academic and administrative partners as well as external stakeholders to provide outstanding service and support to students, parents, faculty and staff.

The University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement.

Student Support Services (SSS) is a unit within the Office of the Registrar (OREG) which provides services to current and former students, as well as to faculty and staff of the University. As part of the Division of Student Affairs, the unit is committed to being a partner in supporting student success and providing service excellence. SSS staff work as a team to ensure a high level of service within a busy environment with tight deadlines driven primarily by Calendar deadlines.

Under the direction of the Manager, Student Support Services, the Coordinator, Frontline Student Support supervises the day-to-day operations of six Student Support Assistants who act as the face of the Office of the Registrar by providing outstanding customer service and detailed information concerning University of Victoria policies and procedures pertaining to: undergraduate admissions, records, registration, transcripts, and grading. The Coordinator, Frontline Student Support provides training, mentorship, and acts as an expert resource for the Student Support Assistants, assists the Manager in hiring new frontline staff members, and provides operational support during periods of high volume and/or low staffing.

Job Requirements

Skills:
Strong leadership skills and ability to oversee and direct the work of others
Ability to plan and initiate regular, prompt, and clear communication and consultation with a busy team of frontline staff
Ability to work effectively and respectfully both independently and within a team environment to attain desired work outcomes; ability to build and maintain healthy team morale
Excellent listening, written and verbal communications skills
Ability to consistently deliver a high level of customer service and communicate professionally and congenially in challenging or stressful situations
Ability to handle complex and sensitive interactions, exercising initiative, good judgement, tact and empathy when dealing with situations involving experiencing emotional or stressful circumstances
Sensitivity to cultural differences and ability to effectively communicate with people of all ages and backgrounds
Ability to respect confidentiality and maintain discretion with highly sensitive and confidential information
Ability to prioritize and manage multiple time-sensitive tasks, projects, and unexpected situations successfully and to delegate as needed in a demanding and deadline-driven environment
Ability to input data with a high degree of accuracy while managing frequent interruptions
Ability to foresee problems and outcomes, and plan to minimize unintended negative consequences
Ability to conduct research, write reports, and make recommendations
Ability to lift cartons of paper up to 20kg in weight

Specialized Knowledge/Education:
Post-secondary diploma or certificate in a related field required. An equivalent combination of education, training and experience may be considered
Training or equivalent experience in dealing with conflict and defusing difficult situations considered an asset
Strong working knowledge of Microsoft Word, Excel, Outlook, and SharePoint
Knowledge of University of Victoria campus and policies, procedures and Calendar regulations is considered an asset
Knowledge of Student Information Systems and database programs; familiarity with and experience using Banner is considered an asset
Knowledge of FOIPP regulations

Experience:
Minimum 3 years’ experience working in an office setting within a postsecondary institution, or a comparable office environment is required

Preference will be given to applicants with:
Experience supervising or leading teams, or coordinating and prioritizing the workload and work processes for a team of staff
Experience dealing with conflict and defusing difficult situations
Experience with computerized Student Information Systems and database programs, including Banner, FAST, and Viewcat is considered an asset
Experience creating procedural and/or training documentation; experience delivering training in a classroom setting and/or delivering on-the-job training required
Demonstrated ability to work well in a team environment that requires collaboration and contribution from many sources
Demonstrated experience working quickly and accurately on a variety of tasks with frequent interruptions

An equivalent combination of education, training and experience may be considered.

UVic is committed to upholding the values of equity, diversity, and inclusion in our living, learning and work environments. In pursuit of our values, we seek members who will work respectfully and constructively with differences and across levels of power. We actively encourage applications from members of groups experiencing barriers to equity.

Read our full equity statement here: www.uvic.ca/equitystatement.

Persons with disabilities who anticipate needing accommodations for any part of the application and hiring process may contact Belinda Fontes, HR Programs and Project Manager, at uviccareers@uvic.ca. Any personal information provided will be maintained in confidence.
Additional Information
991807-OREG-2019-FOR JD-Coordinator Frontline Student Support-PB10 a