Admissions Coordinator Team Lead

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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. 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 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 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.

Organizational Status

The Undergraduate Admissions office undertakes admissions on behalf of more than 30 undergraduate academic programs on both the Vancouver and Okanagan campuses. This involves communicating accurate admission requirements to prospective students; processing applications for admission; assessing admissibility; advising students as they progress through the admission process; and communicating the outcome of admissions decisions to applicants. Exercising judgment and applying policy and procedural instructions are inherent to Admissions work.

The Coordinator Team Lead leads a sessional sub-team as part of the Undergraduate Admissions Coordinator team and reports directly to the Manager Applicant Services. Regularly liaises with staff from across campus as well as staff from other units within Enrolment Services prospective students applicants students and the general public. The Coordinator Team Lead provides direct coaching leadership and training to 4-6 CUPE2950 staff establishes work priorities and provides direction during the absence of the Manager Applicant Services.

Work Performed

- 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. This is an extremely important component to the Undergraduate Admissions office as thousands of letters are printed to offer admission on both the Vancouver and Okanagan campus. Must be able to trouble-shoot daily challenges and will work directly with the representative at Xerox to ensure the needs of UBC are met

- Project work as assigned and other duties related to the qualifications and requirements of the job

Consequence of Error/Judgement

Exercises judgment and discretion based on thorough knowledge of established policies and procedures. Inaccuracies failure to meet deadlines and inability to communicate effectively and build relationships will affect the public perception of Undergraduate Admissions and/or the university which could negatively impact the university s reputation and also have an impact on a student s admissibility.

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.

High levels of judgment is required to handle student appeals to submit late applications late program changes campus switches and accepting international and domestic documents which fall outside of university policies. As there are many exceptions to the rules regarding many programs consideration must be given to whether situations warrant exceptional treatment.

Supervision Received

Reports to the Manager Applicant Services Undergraduate Admissions. Works in collaboration with other staff in Undergraduate Admissions and Enrolment Services. Is expected to meet performance goals and expectations and will undergo regular performance reviews. Works without direct supervision under general guidelines for the service area. The incumbent must exercise initiative and sound judgment.

Supervision Given

- Supervises approximately 2 to 8 CUPE 2950 staff within Undergraduate Admissions

- Oversees the recruitment and selection of staff and makes recommendations for hiring successful candidates.

- Provides leadership coaching direction and guidance on work prioritization and actively seeks opportunities to create efficiencies while coordinating daily workflow for a sub-team of Admissions Coordinators

- Develops and maintains 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. Monitors performance and provides feedback to Manager Applicant Services.

- Accountable for providing initial and ongoing training on University and Faculty policies pertaining to Undergraduate Admissions

Minimum Qualifications

- 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

High School graduation plus two year post secondary education - Undergraduate degree 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 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 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 oral and written communication interpersonal client service and organizational skills. Strong verbal communication skills attention to detail and coordination skills is to type 50 w.p.m. and to operate a normal range of office equipment. Photocopier scanner fax phone of university and department policies and procedures 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.