Registration Specialist

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

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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 and is essential to fostering an outstanding work environment. 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 Summary

The Registration Specialist is an integral part of the Continuing Professional Development (UBC CPD) team. The role is responsible for internal cross-team registration functions and the learner experience as the lead for registration-related technologies and external inquiries.

This position coordinates and prioritizes workflow oversees scheduling critical tasks and is responsible for handling complex issues related to registration systems and partner and learner needs. The role responds to external inquiries on behalf of the Division requiring knowledge in all programs and generates complex financial and registration reports.

Responsible for the custom portals across two registration systems the Registration Specialist ensuressystems function well for all parts of the user experience from payment communications and certificate completion.

The Registration Specialist brings experience in data and systems management demonstrates strong customer service skills and is comfortable working with technology to support the registration functions and processes.

Work Environment

• Operates fluently with frequently changing priorities based on evolving timelines of over 100 annual projects requiring registration and systems support
• During peak periods and increased time-sensitive demands deadlines or interruptions may impact task completion ability
• Ability to work weekends and additional hours when required.
• Ability to undertake varying roles require ongoing prioritization and strong organizational skills

Organizational Status
Reports to the Senior Manager Administration and Communications and works closely with the UBC CPD team. The Registration Specialist will also liaise with other departments such as Digital Solutions various Faculty of Medicine departments and divisions.

Work Performed

As the point person for all registration support the Registration Specialist:

• Coordinates daily workflow of the registration function balancing urgent support needs system updates and project deadlines across hundreds of annual learning activities

• Regularly attends team meetings of cross-functional teams to ensure registration needs are being met and to ensure smooth communication of new processes and any ongoing learner issues

• Supports the functions of the registration clerk including user experience (learner prospective clients partners speakers staff)

• Identifies trends in learner inquiries and proactively adjusts internal workflows or communications strategies to address recurring issues and enhance operational efficiency

• Coordinates and organizes event communications and assists with virtual and live in person conferences and other learning activities.

• Oversees the production of conference kits and delegates tasks to part time staff for careful completion prior to activity dates.

• Leads Registration Services in collaboration with external partners

Training and development

• Leads the training and development of staff related to registration functions across CPD

• Responsible for documenting CPD registration functions and communicating updates

• Ensures registration manuals procedures and training tools are updated on an ongoing basis

Systems support

• Represents the registration teamon the Technology Working Group (TWG)

• Contributes to new system reviews analysis and implementation of registration-related technologies and business functions

• Serves as the point of escalation for complex registration system issues independently troubleshooting technical or data-related errors and coordinating solutions with system vendors and internal partners.

Reporting and finance

• Prepares registration and financial reports for each program

• Supports quarterly forecasting

• Investigates and resolves vendor and payment processing issues with UBC CPD & UBC Central Finance teams including refunds and payment

• Provides input into registration procedures and policies and develops and implements administrative standards and guidelines.

• Clears unpaid learner accounts prior to the commencement of the learning activity

Data validity

• Identifies data anomalies to improve learner records management

• Works collaboratively with marketing team members to advance integrated databases and email marketing systems with registration functions

• Ensures data compliance for privacy and confidentiality

Consequence of Error/Judgement

The work of the Registration Specialist has an impact on UBC CPDs reputation and the progress of UBC CPD initiatives. This position requires excellent communication problem-solving and customer service skills as this role deals with external audiences which may include complaints and may have a direct impact on revenue

Inattention to detailed materials or correspondence would have a significant detrimental impact on the Universitys reputation. Failure to work cooperatively with colleagues would result in ineffectiveness in the role.

Supervision Received

Works independently under minimal supervision and reports to the Senior Manager Administration and Communications in collaboration with the senior leadership team.

Supervision Given
Supervises one (1.0) FTE ongoing registration support staff. May supervise temporary staff students and/or volunteers.

Minimum Qualifications
High School graduation plus two-year post-secondary diploma plus four years of related experience or an equivalent combination of education and experience.

• Willingness to respect diverse perspectives including perspectives in conflict with ones own

• Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Preferred Post-secondary education in Business Hospitality Marketing or similar field

• Project Management knowledge with demonstrated experience initiating change

• Experience in supervising staff and delegating tasks is highly preferred

• Ability to meet tight deadlines and work under pressure in a fast paced and dynamic work environment

• High attention to detail and accuracy especially when handling data and registration records

• Excellent written and verbal communication skills with an emphasis on clarity proactiveness and professionalism.

• Experience in a registration-focused customer service environment or an equivalent combination of education and experience.

• Strong customer service orientation with experience handling inquiries and complex customer complaints

• Proven ability to work effectively in complex organizations ideally within the public sector.

• Strong problem-solving skills and demonstrated abilityto troubleshoot and support event and registration software

• Ability to organize and coordinate tasks using project management software and tools. Ability to manage and track complex workflows.

• Experience maintaining website content and other content management platforms

• Strong organizational skills with the ability to manage multiple priorities take initiative and work proactively

• Ability to exercise sound judgment with resourcefulness

• Ability to make decisions independently

• Experience in writing basic coding and/or HTML is an asset.

• Ability to work collaboratively as part of a team while also demonstrating independence and accountability.