Coordinator, Service & Business Sustainment

Coordinator, Service & Business Sustainment
Calgary, AB
External Relations – Office of the Registrar /
APT Permanent Salary /
Hybrid
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The Office of the Registrar at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.
The Opportunity
Reporting to the Manager, Student Experience & Contact Center in Office of the Registrar (OTR), this position will be responsible for managing the operational matters related to student experience work and work closely with the leadership team within OTR to provide technical and business process improvements to ensure operational sustainability. The position will involve monitoring customer service levels, high volume of work within an environment of continuous change due to technical projects and associated changes to business processes and training of staff. 
The Coordinator – Service & Business Sustainment coordinates departmental priorities to support enrolment growth, learner progression and operational efficiencies. The primary focus of the position is to provide to improved student experience by optimizing resources and supporting employee through knowledge transfer and training.
The Role

• Collaborate with the OTR leadership team to develop and implement the Service Excellence model including service standards, goals and objectives of each functional unit within the department: (30%)
• Develop and implement strategies within Office of the Registrar to improve student experience. 
• Understand the student journey and assess student development needs.
• Develop Standard Operating Procedures (SOP’s) to help streamline escalations and operations. 


• Support the leadership team to establish key performance indicators (KPIs) and reporting, and track and monitor to achieve goals: (70%)
• Conduct regular assessments of service standards and effectiveness of strategies within the Office of the Registrar, making adjustments as necessary to meet evolving student needs and expectations.
• Research and stay to-date with best practices and next practices in enhancing student experience.
• Promote a collaborative and cross-functional team approach to the work environment through training and development initiatives.
• Provide leadership in student service and experience pertaining to Banner and other software that support service excellence model.
• Troubleshoot problems and suggest solutions; discuss more complex issues with the department Systems and Technology team.
• Collaborate with OTR’s Systems and Technology team and OTR leadership team for overall improvements and enhancements to business processes and supporting staff training requirements. 
• Develop a training kit to help the Manager, Contact Center onboard new & existing staff.
• Lead initiatives to gather and analyze student feedback, utilizing data-driven insights to drive improvements in service delivery and overall student satisfaction.
• Develop and implement quality assurance measures to maintain consistency and excellence in service across all functional units within the department.
• Lead cross-functional teams in the development and implementation of technological solutions aimed at enhancing efficiency and effectiveness of student service processes.
• Represent the Office of the Registrar in relevant institutional committees or working groups focused on student service or experience-related matters.
• Prepare and deliver presentations or reports to senior leadership or governing bodies, highlighting key achievements, challenges, and recommendations for future action.

Qualifications & Experience

• An undergraduate degree, in business, technology or education. A combination of education and experience will be considered.
• A graduate degree is preferred.
• Minimum of 5 years of experience in a large organization, preferably in a Higher Education setting, with experience in student advising, student services, staff training and process optimization.
• Management experience is considered an asset.

Knowledge & Skills

• An ability to inspire others using leadership, coaching, and mentoring skills
• Strong time management, communication, critical thinking, creative, analytical skills and the ability to make sound judgements
• Must have negotiation skills that are diplomatic and effective
• Ability to manage complex staff relations in a unionized environment while working towards a common goal
• Ability to work independently as well as in a team environment effectively
• Demonstrated familiarity with project management and change management principles
• Extensive knowledge of the relationship between technology, enrolment and business processes performed within the OTR
• Strong communication skills – written and verbal
• Strong relationship building and relationship management skills
• Project Management experience

Job classification: PROJECT COORDINATOR - P2043
Salary range: $75,000 - $90,000
Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
# of positions: 1
Hours Per Week: 37.5
Posting closing date: April 23, 2024
View a summary of our benefits and perks for salaried employees as one of Alberta's Top Employers, including health & dental care, pension plan, vacation & special leave and flexible work options at our beautiful inner-city campus.
A flexible Hybrid work model can be offered for this role in accordance with SAIT guidelines .
About SAIT
 
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers , we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
 
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
 
Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about EDI at SAIT . 
At SAIT, we understand that experience comes in many forms. We’re dedicated to adding diverse perspectives to SAIT - so if your experience is close to what we’re looking for, please consider applying.
SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.  
 
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Career opportunities at SAIT will always be posted on the SAIT career site and we encourage applicants to only apply directly through there. When your application is completed you will receive an email confirmation, if you did not receive one please check your junk mail or try applying through the SAIT career page again.
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