Team Lead, Student Records Management

Staff - Non Union

Job Category
M&P - AAPS

Job Profile
AAPS Salaried - Student Management, Level A

Job Title
Team Lead, Student Records Management

Department
Student Records Management | Scheduling, Records and Systems Management | Enrolment Services

Compensation Range
$5,209.17 - $7,485.33 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date
January 25, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Nov 30, 2024

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Description Summary
The Team Lead, Student Records Management, is responsible for providing management and coaching to a team of enrolment service support staff. The Team Lead is responsible for a cross-functional team of staff who provide expertise in enrolment service support functions including undergraduate and graduate registration, grades support, production and distribution of T2202a tax slips, graduation coordination, degree/program verification and the production of transcripts and degrees.
The Team Lead provides leadership and management in the development, delivery and evaluation of registrarial support services. The Team Lead is responsible for establishing service delivery standards and accountable to upholding service excellence to ES and the UBC campus community. This role will be responsible for resolving escalated and/or complex issues in relation to interpretation of UBC student record policies. The Team Lead is a part of a network of registrarial, student service and affair professionals that collectively contribute to UBC s exceptional learning environment.
Organizational Status
The Team Lead reports directly to the Associate Director, Scheduling and Student Records Management and serves as a part of the Scheduling and Student Records Management team. This role is expected to work independently, and exercise autonomy without direct supervision. Regularly liaises with faculty and staff from various units across the University, with other units within Enrolment Services, and the general public, such as: Faculty of Graduate and Postdoctoral Studies, IT Services (Academic Systems and SIS Sustain), University Counsel, Ceremonies, UBC faculties and departments, Equity & Inclusion Office, UBC Bookstore, and other Central University units concerned with student records, registration, and other student records matters. The incumbent also interacts with several external agencies, including but not limited to federal and provincial authorities such as Canada Revenue Agency (CRA), Canada Border Services Agency (CBSA) and EducationPlannerBC.
Work Performed
- Manages all office operations of the Student Records Management unit. Responsible for HR-related issues including managing, hiring, and the evaluation of five (5) CUPE staff
- Manages and evaluates registrarial support services to ensure effective and efficient services are provided to the University
- Responsible for resolving all escalated issues in relation to the interpretation of UBC guidelines on student records management. These issues are often complex and require detailed responses
- Provides guidance and advice on student records management
- Identifies and builds partnerships with other units, faculties and students; providing them with expertise, advice and knowledge to facilitate the execution of University practice, policies and guidelines for registrarial services.
- Develops, interprets, implements and evaluates student records management, and administrative policies in order to enhance the services of the Student Records Management unit.
- Interprets, advises and trains on University and Student Services publications, policies and procedures, including consulting with University Counsel on student records management in accordance with the Freedom of Information and Protection of Privacy Act (FOIPOP). Makes recommendations for changes in UBC policies and procedures where applicable.
- Contributes, makes recommendations to and implements the unit s strategic plan.
- Responsible for identifying, planning and implementing business process improvements.
- Oversees and maintains unit budget on operational revenue and costs (supplies) and oversees staff responsible for invoicing and collecting payment for services such as certificate and transcript production for UBC faculties. Manages vendor relationships and contracts, including working with vendors to negotiate pricing and supply management.
- Develops and is responsible for the web content in relation to Student Records and Scheduling information.
- Participates in new system/software implementation and upgrades with requirements gathering, building and executing test scenarios and providing feedback
- Schedules and balances workload of staff to ensure critical tasks are completed and service standards are maintained
- Provides backup support for the various functional areas as required during peak periods, vacations, and illnesses
- Performs other duties related to the qualifications and requirements of the job.
Consequence of Error/Judgement
This role is responsible for ensuring service excellence for the Student Records Management portfolio. Inaccuracies, failure to meet deadlines and inability to build relationships and partnerships affects public perception of Enrolment Services and/or the university which could negatively impact the university s reputation; and also have an impact on a student s admissibility and academic progression. Inability to effectively manage the team could result in poor morale and performance; and consequently result in a failure to uphold service excellence standards and achieve strategic goals.
Supervision Received
Reports to the Associate Director, Scheduling and Student Records Management. Works in collaboration with other staff in Student Records and Systems Management and Enrolment Services. Is expected to meet performance goals and expectations, and will undergo regular performance reviews. Works under general guidelines and procedures, without direct supervision. The incumbent must exercise initiative and sound judgment.
Supervision Given
- Manages 5 CUPE 2950 staff.
- Conducts performance reviews, provides coaching, and actively seeks out professional development opportunities while coordinating daily workflow and workload of staff.
- Trains all direct reports.
- Responsible for hiring, discipline and evaluation of staff.
Minimum Qualifications
- 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
Preferred Qualifications
Undergraduate degree in a relevant discipline.Minimum of one to two years of related experience or the equivalent combination of education and experience.Experience preferably in a student service environment. Management experience (having direct reporting staff and overseeing workflow) required, preferably within a post-secondary environment. Ability to adapt to changing priorities and experience with assisting staff during times of transition.Experience with policy interpretation and administration.Computer experience required (Intermediate level understanding of Word, Excel and Outlook). Experience with Student information systems, intranet navigation and Wiki usage, and Drupal CMS preferred.Effective oral and written communication, interpersonal, client service and organizational skills.Ability to resolve complex problems which require close attention to detail and creative solutions.Ability to work independently and as a supporting member of a team. Must possess excellent interpersonal, team building and intercultural skills and must be willing to participate and actively contribute in team situations.Must be very capable to exercise tact 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.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.