City : Toronto

Category : Registration Services

Industry : Education

Employer : Seneca

Reporting to the Associate Registrar, Registration and Retention, the Manager, Enrolment & Customer Service provides leadership in support of Seneca’s strategic vision to enhance the student experience and set a high standard of service excellence through the development of an integrated service delivery model. This position is responsible for providing a comprehensive, integrated customer service experience for students, focusing on proactive communication strategies, technologies and other programming. This role will manage staff, coordinate resource planning, reviews student facing services/supports and develops operational plans and strategies to meet service excellence, while promoting equity, diversity and inclusion in operations.

Here's What’s on Your Horizon

Leadership and Strategy

·       Collaborates with internal stakeholders to develop an integrated customer service model with service excellence and student programming standards and assesses customer service/support strategies 

·       Develops collaborative approach for promotional materials, maintains strong relationships with staff and provides support on projects  

·       Evaluates customer service strategies, prepares reports, communications and presentations and manages customer service activities and suggests improvements to products or service 

·       Collaborates with the institution's Marketing and Communications team on communication, social media, and marketing related to customer service 

Planning and Development 

·       Fosters a culture of service excellence in student services and improves overall satisfaction 

·       Collaborates with Leadership to implement training and assess customer service effectiveness 

·       Solicits and utilizes feedback from staff and students, identifying opportunities to streamline processes and address service gaps and ensures compliance with Seneca’s policies, procedures and legislative requirements

Collaboration and Engagement

·       Collaborates and maintains a robust and inclusive network of community contacts to share information and foster a culture of mutual benefit

·       Acts as the primary point of contact for the department and ensures effective communication with stakeholders, identifies shared goals and ensures positive outcomes

Development of New Initiatives

·       Leads and oversees the planning and execution of new initiatives and monitors and evaluates the effectiveness of efforts by using data-driven insights to refine programs and services

·       Maintains current social and academic trends affecting student services/supports and Seneca service standards 

·       Conducts research on customer service programs, technologies, and best practices to inform new initiatives and develop high-quality services and resources for students

Resource Management

·       Establishes customer service objectives and work plans, delegating assignments to subordinate employees 

·       Identifies and leads opportunities to enhance employee productivity and operational processes, tools, and services 

·       Provides constructive input to departmental leaders for policies/procedures, policy proposals, and strategies to improve operational efficiencies 

·       Oversees department budgets, including ongoing reporting and annual creation 

What You Bring to Seneca

·       5+ years of experience in Customer Service, Student Services or relevant area. Previous experience in a Registrar Office an asset.

·       Post Secondary Diploma or Degree in Business Administration, Communications, Education or any other related field; or an equivalent combination of training and experience.

Note:  Travel to all Seneca Polytechnic campuses required for this role.