City : Hamilton

Category : Full-Time Admin

Industry : Education

Employer : Mohawk College

Status: Full Time 

 Hours: Monday to Friday, 35 hours/week

Home Campus: Fennell

 Pay Band: 10

 Rate of Pay: $78,295 -$97,869

 Posting Date: May 18th, 2023

 Closing Date: May 25th, 2023 at 7:00 pm EST

We support and encourage the contributions of our diverse employees. Supported by a new strategic plan we are committed to nurturing an equitable, diverse and inclusive environment for everyone who learns and works at Mohawk. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce.  As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

Manager, Service Integration

Reporting to the Director, Service Integration, the Manager, Service Integration plays a leadership role within the Registrar’s Office by providing direction and guidance to staff and by assessing, recommending and implementing process enhancements to increase efficiencies and improve the students’ experience.

The incumbent assists the Director in the development, management and implementation of College-wide policies, procedures and systems enhancements that effectively support short and long term planning related to the department’s priorities.

The incumbent is responsible for overseeing the Service Integration department; supporting staff performance to ensure quality frontline service delivery, communications and processes; in accordance with the overall student service model. The incumbent provides input into and maintains standards and benchmarks for providing general and specialized services to students within frontline services in the Registrar’s Office (branded as The Square) at all campuses.

Responsibilities:

The duties of this position will include, but are not limited to the following:

Leadership, Planning, Organizing, Evaluating, Effectiveness of Operations

• Develops, implements and evaluates processes that are consistent with the College’s strategic plan and aligned with the Student, International and Alumni plans
• While managing office activities, assists in the planning, execution, evaluation and continuous improvement of all functions within the Service Integration department
• Provides recommendations and implements improvements to ensure a complete range of services that support the needs of the students at all Square locations
• Ensures a high standard of operations and administration within front-line (including Welcome Desk and Contact Centre) operations in the Registrar’s Office. Oversees frontline services in accordance with procedures and processes determined by Director and Registrar
• Supports the Director in developing and monitoring annual budgets by reconciling expenditures, preparing monthly status reports and identifying anomalies
• Leads the administration of specific office-wide responsibilities including start-up activities

Oversight of Service Integration, Staffing

• Ensures the effective use of human resources related to performance management, staffing levels and hiring process of all frontline Student Services Representatives and Coordinators, in The Square Fennell and satellite campuses
• Ensures timely, accurate and relevant information is broadly communicated throughout Registrar’s Office, Student, International and Alumni division and College
• Ensures student-facing functions within the Service Integration department are integrated for a seamless student experience
• Works collaboratively with Registrar’s Office Leadership Team to establish and maintain standards of service, behaviour and communication within the Registrar’s Office
• Responsible for ensuring website content is up-to-date and reflects current service delivery for supports available within the Registrar’s Office

Project Management / Systems Enhancements

• Recommends and provides leadership on projects and initiatives within the department, including developing departmental policies, procedures, service standards, strategic communication materials and workshops; evaluation and enhancements of service levels; and implementing student focused initiatives
• Develops and implements system enhancements that improve student services and the overall efficiency of the department to meet departmental and College objectives
• Responsible for the development of business rules, procedures, documentation and training of staff in support of efficiencies and technological development
• Responsible for return to campus planning for The Square at all locations; includes working with other departments on space needs within the Square, line management system, online appointment book system, marketing and communications
• Lead on projects that impact service delivery across Registrar’s Office; includes CRM and Destiny One

Other duties as assigned.

Qualifications:

The successful applicant will have:

• Minimum 3-year degree or diploma in Business Administration, Communications, Student Services, Social Service or a related field; or equivalent combination of education and experience
• A minimum of 3 years of related, progressive work experience, preferably in a multi-campus, multi-cultural, collective bargaining unit environment
• Excellent leadership and communication skills, including problem solving, training and organizational skills, conflict resolution and the ability to remain calm in difficult situations. Tact, diplomacy, as well as critical thinking are essential in the role. Strong interpersonal skills and racial/cultural/able sensitivity are essential in order to communicate with, and interact with, the college’s diverse client base.
• Experience with managing finances for evaluating, reporting on and achieving College expenditure and budget targets.  
• Exceptional customer service skills along with the ability to prioritize work load, multi task and work under the pressure of multiple deadlines is essential.
• Expert knowledge of the design and delivery of student and customer service is required.
• Demonstrated ability to establish/maintain effective relationships with College managers in various functional areas of the college.
• Experience in budget preparation and monitoring for a customer service function would be beneficial.
• Recent and relevant work experience in a customer service environment with the ability to respond appropriately after using analytical and problem-solving skills to resolve issues.
• Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively inter-culturally with diverse groups of students, employees and the community

Mohawk College prioritizes recruiting and retaining diverse employees. With this in mind, the College is committed to fostering inclusive and barrier-free recruitment and selection processes.

Should you require accommodation through any stage of the recruitment process, please contact the Human Resources Department at (905) 575 - 2047.

Mohawk College is strongly committed to diversity within its community and especially welcomes applications from racialized persons, women, Indigenous people, persons with disabilities, S2LGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

For more information concerning the Mohawk College strategic plan, please see: strategicplan.mohawkcollege.ca/