Associate Director, Academic Advising & Student Support

Brock University • St. Catharines, ON

4d • Hybrid

About The Position

Brock University is seeking an Associate Director, Academic Advising & Student Support to provide strategic leadership and integrated operational oversight of central academic advising and student-facing enrolment supports. This role ensures a seamless experience for students from admission through graduation. The incumbent will design and govern student-centered service models, ensure consistent policy and process application, and collaborate with faculty partners. Key responsibilities include safeguarding compliance with institutional policies and privacy legislation, setting measurable service standards, and driving continuous improvement for the student journey. This position reports to the Associate Registrar and is part of the Administrative Professional (Employee Group).

Requirements

• Undergraduate Degree in a related discipline or the equivalent combination of education and experience.
• Experience in enrolment management or student services leadership.
• Strong understanding of university policies, procedures, systems, and processes.
• Proficiency in registrarial service delivery and administration.
• Strong understanding of performance metrics and development of measurement systems.
• Ability to generate reports, analyze data, and provide actionable recommendations.
• Understanding of university governance, academic regulations, and program requirements.
• Knowledge of records retention, OSAP legislation, and related processes.
• Awareness of interrelationships impacting student services and records.
• Advanced computer skills, including Workday, Microsoft Office (Excel, Word, Outlook), and BrockDB.
• Proven strategic planning and execution skills in fast-paced, evolving environments.
• Knowledge of annual planning and budget management.
• Promotes and embodies inclusivity and respect within the workplace and the broader community.
• Builds and maintains effective relationships across diverse groups and senior levels.
• Strong consultative skills: listening, questioning, summarizing, and translating information for decision-making.
• Ability to lead, mentor, coach, and motivate staff; set goals and evaluate performance.
• Demonstrated experience in designing, developing, and delivering structured training programs and learning resources for staff in complex service environments.
• Ability to establish and implement service standards, training frameworks, and continuous learning practices to ensure consistency and quality of service delivery.
• High degree of judgment, critical thinking, and problem-solving for complex situations.
• Skilled in creating efficiencies and improving processes.

Responsibilities

• Develop and execute multi-year strategic plans for enrolment supports aligned with institutional goals, academic priorities, and student needs.
• Lead change initiatives, ensuring clarity, consistency, and compliance across all operational functions.
• Lead and integrate end-to-end enrolment support processes and workflows, governing standards and seamless handoffs across one-stop client services, and other student services units.
• Oversee all operational activities within student-facing enrolment supports, ensuring seamless coordination between units and alignment with institutional goals.
• Direct one stop client service operations (in person/phone/digital), optimizing staffing models, queues, scripts, and knowledge bases to improve responsiveness and first contact resolution.
• Oversee academic advising and student information services processes to optimize client experience and operational efficiency.
• Codesign student-centred advising frameworks and support pathways with faculties and administrative partners, spanning admission through graduation.
• Design, develop, and implement comprehensive training programming and standardized learning modules for advisors and enrolment support staff, ensuring alignment with institutional policies, service standards, and best practices.
• Establish and oversee triage, referral, and escalation protocols to ensure students are efficiently directed to appropriate services and supports across the institution.
• Direct workflow processes, including resource allocation, scheduling, and prioritization of tasks, ensuring effective utilization of staff and technology to meet service demands and deadlines.
• Develop and maintain dashboards and reporting tools to monitor integrated client service model, central academic advising and student-facing enrolment services trends to track performance, identify patterns, and support proactive decision-making.
• Serve as one of three Associate Director leads, partnering closely with Enrolment Operations & Policy to ensure frontline guidance accurately reflects current scheduling and examinations practices, records adjudication, and curriculum and policy decisions; and with Enrolment Systems & Compliance to ensure SIS configuration, access controls, and system releases are consistently and accurately translated into one-stop and advising scripts, tools, and workflows.
• Define and maintain clear interfaces, roles, and handoffs across the three Associate Director portfolios, co-leading incident response and escalation for cross-functional risks and issues that may impact the student experience, service continuity, or institutional compliance.
• Represent academic advising and enrolment supports on cross-functional working groups.

Benefits

• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage.
• Pension Plan: Enrollment eligibility in the Brock University Pension Plan.
• Vacation: Up to 3 weeks per year, in addition to university holidays.
• Flexible Work Arrangements: Hybrid work schedule available.
• Professional Development: Eligibility for the Brock Tuition Waiver Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree