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Title #2013-039 Records/Customer Service Lead
Position Summary Under general direction of the Associate Registrar, Lakeshore, the incumbent will oversee day-to-day customer service and records activities at the Lakeshore Campus. The incumbent will be expected to work independently and is required to make ongoing decisions that directly affect services provided to customers, including the resolution of ‘escalated’ service issues. The incumbent will train and develop customer service staff, and will allocate work schedules and assignments to these staff members. The incumbent will also analyze and recommend solutions to problems affecting full-time postsecondary and part-time student records and registration issues. They will maintain EIS account tables and related data in the course database and will lay the foundation for the annual registration cycle at the Lakeshore campus and ensure timely publication of registration information. The incumbent will assist Lakeshore staff and faculty with complex records issues and ensure that current systems allow for the effective delivery of processes associate with admissions, invoicing, registration, curriculum management and graduation requirements.

Qualifications The successful candidate will possess a 3 year diploma/degree or equivalent in Business Administration, Database Management, Computer Applications or equivalent along with a minimum of 3 years of experience in a similar capacity. The preferred candidate will have the ability to demonstrate superior analytical problem solving skills and superior communication skills with the ability to explain complex processes. In addition, the incumbent must have thorough knowledge of post-secondary academic structure and programs, and records and registration issues. The incumbent must demonstrate leadership and customer service skills and the ability to work independently; ability to train and motivate a team; excellent organizational and professional skills; proficiency in Microsoft Office Suite; ability to develop proficiency with student record system, as well as work in a highly automated environment.
Notes Duration of Need: 6 months
Open Date 3/22/2013
Close Date 3/28/2013
Division/Department Office of the Registrar
Reports To Associate Registrar
Campus/Site Humber Lakeshore Campus
Job Classification Support Staff
Job Type Appendix D
Skill Testing Required Yes
Hourly Wage Rate Payband H, Start Rate: $29.70 Maximum Rate: $34.48
Hours of Work 35 Hours per week
Position Description A detailed job descriptionfor this position is available online.
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This posting is directed to the Humber’s internal full-time employees.  However, after the internal candidate process is completed, external applicants will be considered if necessary.  Under the external candidate process, only applicants selected for an interview will be contacted. We thank all applicants for their interest in this position. 
Humber is committed to a workforce that reflects the diversity of our students and our city.  We actively seek qualified individuals with demonstrated skill and knowledge to deal with all aspects of diversity in a post-secondary environment. This document is available in alternate format on request.
 
All candidates are asked to submit a cover letter and resume to HR Services by applying online at www.humber.ca/careers.
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