Manager, Client Services and Financial Aid

Reporting to the Registrar, the Manager, Client Service and Financial Aid leads the Welcome Centre, Financial Aid, and Credit Transfer teams and processes. The Manager leads the administration of front-line service delivery at all locations, the administration and delivery of programs designed to provide financial support to students, the administration of transfer credit processes and articulation agreements, and oversees processes related to the collection, maintenance, and distribution of student and academic information in accordance with all College policies and procedures. The Manager ensures that prospective and current students receive supportive service and appropriate guidance regarding their financial aid options and that credit transfer applications are processed in a timely, consistent, and equitable manner, in accordance with all College policies and procedures.

With a focus on continuous improvement, collaboration, and data-informed decision-making, the incumbent recommends and leads projects focused on the improvement of service to students, as well as internal and external partners. The incumbent also plays a key role in advising the Registrar on policies, procedures, and initiatives, in support of short-term and longer-term strategic goals.

Responsibilities:

Operational Leadership                                                                                                                    

• Lead and monitor all operational processes and service metrics daily, ensuring all services meet established service level standards and are compliant with all internal and external policies
• Oversee all front-line service programs, budgets, processes, systems, and reporting
• Oversee all programs, funding/budgets, systems, and reporting/audits related to financial aid and credit transfer
• Continually review and optimize information and service channels related to front-line service, financial aid, and credit transfer to improve service delivery and client satisfaction, in response to service metrics and student, team, and College feedback
• Create and maintain department procedures and documentation

Human Resources and Financial Management

• Lead and manage a team of full-time, part-time, and contract/casual staff
• Responsible for maintaining staff schedules and work coverage
• Share expertise and coach staff to enhance skills related to client service with on-going feedback mechanisms
• Exercise skill in leading people and providing them with a productive and positive team-oriented work environment
• Allocate resources within approved budget; participates in the development and monitoring of the departmental budget
• Oversee the administration of the tuition set aside budget
• Develop and submit funding proposals; allocates funding and reports on outcomes

Partner Communication and Collaboration

• Liaise, communicate, and collaborate with internal departments to improve cross-College service delivery/systems/processes, to increase student satisfaction and retention rates
• Liaise with government and external agencies, organizations, and institutions to develop/implement/optimize financial aid and credit transfer programs and services

Other Related Duties

• Attend and support and/or provide staff for College events (ex. Convocation, Open House/recruitment events)
• Participate in the development and renewal of College policies and procedures.
• Member of internal committees
• Member of external system collaboration/advocacy groups
• Other duties as assigned

QUALIFICATIONS:

• Completion of a three (3) year College diploma or degree in Business, Communications, Public Relations, Human Resources Management, Hospitality or related field is preferred
• Certificates or courses in Customer Service Excellence, Leadership, Human Resources, Project Management, and/or Intercultural Competency would be considered an asset
• Minimum 7 years of progressive experience managing/leading teams in a client service environment with cultural diversity
• Experience in a post-secondary environment is strongly preferred
• Experience in a unionized environment
• Experience fostering and contributing to a collaborative, team-centred environment
• Experience implementing and guiding continuous improvement strategies is preferred
• Experience leading a team through change processes is preferred
• Excellent interpersonal, client service, negotiation, and conflict resolution skills
• Ability to communicate with tact, judgement, and diplomacy, verbally and in writing, at all levels of the organization
• Strong project management skills, including planning, coordination, time-management, and organization; ability to establish priorities in an environment with peak periods and competing demands
• Sound analytical, decision-making, judgment, and problem-solving skills
• Demonstrated ability to work collaboratively, build consensus, and be sensitive to the needs and interests of various internal and external partners
• Demonstrated commitment to truth and reconciliation, valuing diversity, and contributing to an inclusive and accessible working and learning environment
• Proficiency in Microsoft Office Suite (Word, Excel, Powerpoint, Teams, Forms) and databases/information systems