Coordinator Team Lead

University of British Columbia•Vancouver, BC

3d•Onsite

About The Position

The Coordinator Team Lead is responsible for supervising a team of sessional Admissions Coordinators. This role is responsible for a team of 4-6 full time sessional Admissions Coordinators who are themselves responsible for the activities required to produce complete undergraduate admissions applications that are ready for evaluation, while providing complex admissions information to applicants and/or their parents. This position also performs the full responsibilities of the Admissions Coordinator (Student Info Support 4) role, while supervising the group and coordinating the team s day-to-day work. This position undertakes the development and delivery of the extensive annual training program. In the annual hiring process, the Coordinator Team Lead is responsible for the recruitment and selection of staff and makes recommendations for hiring successful candidates. The Coordinator Team Lead is responsible for establishing service delivery standards for file updating, email communication, and information disseminated by the Admissions Coordinator team and is accountable to upholding service excellence to ES and the broader community. The incumbent will also undertake straightforward admissions evaluations and Personal Profiles assessments as part of the University s Broad Based Admissions process. This position also liaises with a number of stakeholders including applicants and their parents, UBC faculty and staff, alumni, school counsellors and the general public. They oversee many points of contact through phone, email and in-person, and s/he must be able to provide specific, complex, and dynamic information to everyone with respect to accurate admission requirements. As a Coordinator Team Lead, they will also be called upon to make decisions on escalated and/or complex situations and communicate unpopular decisions to difficult and unsatisfied applicants.

Requirements

High School graduation, plus two year post secondary education.
Undergraduate degree preferred.
Minimum four (4) years related experience in office administration, preferably in a student service environment with direct customer service experience and held a direct supervisory role (having direct reporting staff and overseeing workflow).
Up-to-date knowledge of technology required.
Computer experience required with intermediate level understanding of Word, Excel and Outlook.
Intranet navigation and Wiki usage experience preferred.
Able to work competently with University systems such as the Student Information System (SIS), Student Information System Centre (SISC) and Admissions System (AS).
Ability to multi-task, prioritize work of others and meet deadlines, while maintaining a positive and helpful attitude while under pressure.
Proven multi-tasking skills; ability to work under pressure, to handle heavy volumes during peak periods, to meet demanding deadlines, and to work accurately with frequent interruption, while motivating team to success.
Ability to resolve complex problems which require close attention and creative solutions.
Must be able to read and comprehend from a variety of resources.
Able to respond quickly to requests and keeps up to date with process changes and workflow, with demonstrated ability to effectively solve problems using good judgment.
Ability to work independently and as a supporting member of a team.
Must possess strong interpersonal and intercultural skills and must be willing to participate and actively contribute in team situations.
Effective oral and written communication, interpersonal, client service and organizational skills.
Strong verbal communication skills, attention to detail and coordination skills is required.
Ability to type 50 w.p.m. and to operate a normal range of office equipment.
Photocopier, scanner, fax, phone, etc.
Knowledge of university and department policies and procedures preferred.
Must be very capable to exercise tack and discretion, as well to remain calm during pressure situations when dealing with upset or irate individuals.
Able to act as the main point of contact in matters which require a high level of sensitivity.

Nice To Haves

Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Responsibilities

Oversees all office operations of the assigned sub-team of sessional Admissions Coordinators.
Responsible for all HR-related issues including managing, hiring and the performance management of 4-6 CUPE 2950 staff.
Establishes work priorities, day-to-day workflow processes and procedures to maximize effectiveness.
Trains, mentors and supports staff that handle large volumes of documents for processing while also providing multi-faceted service to faculty, staff and students.
Performs full scope of responsibilities of the Admissions Coordinator role (SIS 4).
Participates in annual sessional staff hiring. Responsible for the recruitment and selection of staff and makes recommendations for hiring successful candidates.
Develops and administers extensive training program and ensures delivery to all staff on an annual fall basis. Responsible for ongoing training and quality assurance, including answering questions from new staff and supporting continual learning.
Acts as mentor and leader to new and returning sessional staff.
May deliver training presentations to current staff and to other colleagues in Enrolment Services.
Daily responsibilities include, but are not limited to; making decisions which highly impact student futures, ensuring accuracy of work performed by staff, ensuring deadlines are met and managing large volumes of work to be processed efficiently and accurately.
Sets work priorities and delegates work as appropriate through strategic scheduling and staff meetings.
Responsible for identifying opportunities for process improvement; creates efficiencies to improve current processes for faster handling of high volumes of applications.
Identifies difficult or particularly promising admission cases and brings them to the attention of the appropriate admissions staff and proposes solutions/strategies to resolve the situation.
Conducts straightforward evaluations and makes admissions decisions based on set policies and regulations; determines applicant s admissibility to the specific program and year level standing.
Analyzes Canadian and International educational documents to determine admissibility of applicant and assignment of transfer credit.
Is fully informed on all University Senate regulations, policies and proposed amendments as they affect undergraduate admissions policy.
Administers Broad Based Admissions (BBA) reading and coordination including developing and organizing BBA training: scheduling participants and presenters, preparing and circulating materials, disseminating reading assignments and following up where required, and providing support to readers as needed.
Evaluates and scores applicant Personal Profiles as part of the University s Broad Based Admissions process.
Assesses prior study for transfer credit and assigns credit(s) for advanced credit curricula such as Advanced Placement courses and the International Baccalaureate program.
Acts as a primary point of contact for all Xerox related issues regarding printing challenges.
Project work as assigned and other duties related to the qualifications and requirements of the job.