Team Lead - Student Advising Specialist

Position Job Title: Team Lead - Student Advising Specialist

Location: University Canada West (UCW) – Vancouver

Reports To: Manager, Student Advising and Support Services

Primary Purpose

The Team Lead-Student Advising Specialist oversees the Student Advising Specialist team who serve as the first point of engagement and contact for student services at both UCW campuses (West Pender/Vancouver House), supporting the efficient and effective operation of the Student Affairs Department.

The Student Advising Specialist provides guidance to students on multiple matters, such as UCW services, housing, insurance, taxes, and other matters related to student success. In addition, the Team Lead-Student Advising Specialist works closely with the Student Advising and Support Services team (International Student Advising, Outreach, Student Rights and Responsibilities) and supports advisors as needed.

In this role, the Team Lead is expected to work internally with the Manager, Student Advising and Support Services and collaborate with stakeholders such as the Student Life team, Outreach team, Alumni Engagement Office, Career Development Center, the Health & Wellbeing Office as well as the Accessibility & Diversity office, Registrar’s Office, and Marketing & Communications department in improving student services and support.

Specific Responsibilities

TEAM /PERFORMANCE MANAGEMENT

• Oversee work portfolios of Student Advising Specialists, oversee team meetings, and maintain close working relationship with the Outreach, Student Rights and Responsibilities, and International Student Advising team
• Provide orientation, coaching/instruction, training, and development relating to the university’s operations and administrative practices
• Supervise the work of staff reporting to the Manager, Student Advising and Support Services
• Coordinate and provide staff input into the development, evaluation, and revision of KPI and annual goals or service standards to maintain positive service reviews from students, faculty, external staff, and administrators who rely on Student Advising Specialists
• Foster a team environment and works to resolve conflict and maintain a positive morale

PROBLEM-SOLVING/ANALYTICAL THINKING

• Design and implement student feedback on services provided; interpret results and determine implications; communicate relevant information and recommend improvements to advising services and practice for the ISA team
• Use knowledge of systems, policies, and procedures to exercise professional judgement to solve unusual, complex overlapping immigration, academic, health & safety and work-related cases
• Provide analysis on high-stakes externally sensitive cases involving students and prepare in-person or written consultation for the Student Affairs & Services division

COMMUNICATION

• Provide in person or written consultation upon request, to Senior Management Team related to student concerns
• Support on-campus general advising services (Student Advising Specialist) team and act as spokesperson for the team in leadership meetings

STAKEHOLDER MANAGEMENT

• Coordinate and present reports to management and external stakeholders, such as program chairs, managers, directors, and executives that are specific to international student success, retention, and immigration/academic issues of relevance to the audience
• Oversee and update UCW documents such as Academic Calendar, Student Handbook to accurately reflect Student Advising Services accurately for the Student Advising and Support Services team
• Coordinate advising staff reports for management on service levels, advising issue frequency and distribution, and make recommendations for service improvement, staffing levels, and policy changes where appropriate

Education and Experience

• Previous experience supervising a team an asset
• Demonstrated ability to manage conflict
• Knowledge of suicide intervention, health & safety, and dispute resolution practices an asset
• Demonstrated ability to respond to individuals in distress with care and empathy, while also maintaining appropriate boundaries
• Experience applying independent judgment to discern key information, issues and/or risks within complex or unclear situations
• Minimum 1 year experience providing student supports in a post-secondary setting
• Baccalaureate degree from a recognized post-secondary institution
• An equivalent combination of education and experience may be considered
• Knowledge of mental health first-aid training or similar, an asset
• Demonstrated ability to manage ambiguity
• Advanced computer skills (MS office proficiency)
• Customer services experience an asset

To apply, please attach your cover letter and resume in a single document.

We greatly appreciate your time and efforts in applying for the position at University Canada West. However, please note only successful candidates will be contacted.