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Reporting to the Associate Vice-President, Students, the Director, Integrated Student Service Delivery develops and oversees the institutional projects related to the tiered student service delivery model, centralized student support hub, and digital self-service/student relationship management software to increase student accessibility to appropriate support services.

Using a high level of tact and relationship management, the Director steers senior leaders across the institution to develop and implement integrated policies and procedures that maximize student support, engagement and the quality of student experience.

The position leads pan-institutional initiatives and projects aimed at continuously improving the student experience. Across multiple departments, the Director assesses needs, develops business cases, determines requisite staffing level and skill sets, manages risk factors and ensures appropriate management of multiple interconnected projects. They are required to demonstrate expertise and facilitate effective change management processes to ensure the success of a new service model.

Leveraging relationships and resources across the University, the Director is responsible for the success of the effective coordinated service delivery by generating excitement, engagement, support and momentum for the delivery of exceptional, coordinated and integrated student services.

• Develop, implement, and manage the day-to-day operation of a centralized student service team to ensure consistent, student-centered, exceptional service delivery across all campuses and platforms.
• Develop and implement annual strategic and operational plans that enact the vision and priorities of the Division of Student Affairs ensuring alignment to the Student Services, academic and institutional strategic plans
• Develop and implement cross-departmental procedures and processes that align the centralized service team’s operations with other stakeholder departments.
• Provide leadership and direction, delegate and monitor the actions of direct reports to ensure strategic objectives and operational plans are executed within their approved cost, margin, and schedule.
• Plan and conduct systematic reviews and assessment of all operational initiatives across multiple student service departments.
• Responsible for the development of annual reports and other qualitative and statistical assessments related to student support.
• Establish and communicate performance metrics to evaluate service effectiveness and student satisfaction.
• Plan and conduct systematic reviews and continuous improvement initiatives with all stakeholders to continuously improve the processes and increase efficiencies.
• Utilize data-driven decision making to assess service delivery, identify service gaps and develop innovative solutions to optimize operational efficiency and student satisfaction.
• Actively model and provide leadership in onboarding, training, mentorship, coaching and development opportunities for team members to enhance performance and enable team members to achieve a goal-oriented team.
• Maintain a high level of team members’ performance through effective use of human resources practices and procedures
• Establish clear performance standards and goals for service delivery and facilitate the achievement of these standards and goals.
• Promote communication between all organizational levels.

• Provide expertise in the selection and use of progressive technologies and digital delivery methods to support effective, innovative, and quality student service supports.
• Lead the implementation and optimization of the Customer Relationship Management (CRM) software to support efficient and effective service delivery and improve first-contact resolution and student engagement.
• Provide leadership to CRM Administrators and CRM positions supporting training to ensure all staff are appropriately trained on the system.
• Develop best practices to utilize metrics through effective tracking and reporting. This includes ensuring that the first contact resolution approach is maximized within the use of the system.
• Liaise with other areas in which the CRM software supports to ensure proper triage, increased collaboration, and seamless hand-offs, maximizing the applicant and student experience.
• Development of annual and ad hoc reports showcasing trends, interactions, and support to various areas.
• Analyze CRM data to identify trends, measure effectiveness, and drive data-informed decision making.

• Cultivate and maintain strong relationships with internal institutional leaders including those from academic departments, administrative units, and student organizations.
• Create, lead, and support a team that serves as the primary liaison for the division and institution, acting as a first point of contact for students and the key resource for internal stakeholders to enhance collaboration, communication, and service delivery and streamline services and improve cross-departmental collaboration.
• Initiate and foster positive working relationships with all Student Services areas to ensure their customer service, operational and project needs are supported.
• Maintain rapport with staff and students and a personal commitment to work within a strong service focused environment with an understanding of trauma informed practices.
• Foster collaboration and trust, and to work collegially; ability to inspire others to high levels of performance.
• Collaborate with external partners and community organizations to enhance student support services and foster a supportive campus environment.
• Represent the organization at relevant industry events and forums to stay informed on best practices and emerging trends.

• A bachelor’s degree in a related field (i.e. Business Administration).

• Ten (10) years of experience leading complex, multi-faceted projects, including policy and procedure development and enterprise software implementation.
• Proven ability to work independently and collaboratively within diverse teams and stakeholder groups.
• Demonstrated leadership, initiative, and organizational change management expertise.
• Strong communication, customer service, and relationship-building skills, including experience working with senior leaders and cross-functional teams.
• Experience designing and delivering training programs for varied audiences.
• Intermediate-level proficiency in computer applications (e.g., word processing, spreadsheets, databases).
• Multicultural competence and a demonstrated commitment to equity, diversity, inclusion and indigenization.
• Strong foundational knowledge of University student service operations.
• Experience with diplomacy and building trust with various campus stakeholders.
• Occasional evening and weekend work required.