Manager, Applicant Experience

Description

Admissions within the Office of the Registrar is currently seeking a Full-time Temporary Relief Manager, Applicant Experience for approximately 3 years.

The Manager, Applicant Experience is an expert in effective communication that supports a positive experience for more than 40,000 undergraduate and open studies applicants and the admission of approximately 8,000 new students each year. Within the admissions process, operations include receipt of approximately 170,000 official documents, thousands of emails, and over 70,000 phone and in-person inquiries annually.

Reporting to the Assistant Registrar, Undergraduate Admissions, the manager provides direction, supervision and coordination on undergraduate admission processes, communications and advising services in support of the University of Calgary's enrolment goals. This position leads and coordinates 9 support staff and additional part-time and student staff to compliment peaks in the admission cycle in addition to leading the training, support and operationalization of advising within all admission and recruitment units.

The Manager works collaboratively with the Manager, Domestic Evaluations and the Team Lead, International Admissions to ensure coordination of undergraduate admission processing and service delivery including support in the development and implementation of new strategies to effectively recruit, admit and convert prospective undergraduate students.

• Works closely with the Assistant Registrar, Undergraduate Admission and Associate Registrar, Information, Admission and Recruitment on implementing the service strategy and operations plan.
• Participates in goal setting for the unit; assesses and evaluates the units progress in meeting established goals and objectives, makes recommendations on process, service, system, and policy changes, and works to implement those changes, often leading a group of staff to achieve the desired outcomes. Assists in organizing and conducting team meetings and planning sessions.
• Manages the day-to-day operations of the undergraduate admissions advising services including establishing appropriate schedules to cover student inquiries (phone, email and in-person advising etc.).
• Manages the day to day operations of front-end application and transcript processing, and reviewing and assesses overall and individual performance.
• Coaches staff on effective decision making and policy interpretation.
• Provides a positive leadership model to staff; is a willing mentor and shares knowledge and expertise freely, and, creates a safe and productive working environment.
• Develops and provides reports relating to advising and admission processing statistics as needed.
• Assists in the recommendation, review, selection, testing, and implementation of technology to ensure an exceptional applicant experience.
• Conducts research and analytics that support and drive operational changes that benefit the student experience; creates and distributes annual accept/decline survey and regular review of advising model and service delivery to implement changes that are responsive to student need.
• Manages daily operations of the admissions contact centre including training, onboarding, set-up, maintenance and troubleshooting.
• Responsible for the development and implementation of communication strategies and tactics including an annual communication plan executed through the CRM.
• Assesses need, develops, and delivers training programs for admission processes, communications and advising services, ensuring these programs are kept current and timely. Develops and maintains training materials on an ongoing basis. Provides training to other departments as required.
• Contributes to developing and maintaining training related documentation, including relevant policies, procedures and reference material is up to date and maintained in an effective format

• A minimum of an undergraduate degree.
• Three to five years of experience working in a registrar's office, preferable in admissions.
• Several years of demonstrated success at assessing, developing and delivering training programs for a team, and the ability to develop and maintain appropriate training documentation.
• Previous management and leadership experience preferred.
• Student experience oriented with a demonstrated ability to lead and direct others.
• Ability to be decisive while simultaneously working with a level of ambiguity.
• Demonstrated ability to leverage technology to support decision making, service delivery and staff training.
• Advanced knowledge and understanding of student information systems, preferably People Soft Campus Solutions Recruitment and Admissions modules.
• Experience using a Customer Relationship Management tool is required.
• Advanced capacity to use a variety of software, including MS Office (or equivalent), an electronic document management system, a Chatbot tool is required.
• Advanced…