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Manager, Service Laurier

Job Information
Author pmnationtalk
Date June 20, 2019
Type Full Time
Company Wilfrid Laurier University
Salary $73,993 - $92,491 - Per Hour
Location Waterloo, ON
Category Business / Management
Client Wilfrid Laurier University
Contact Information
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Manager, Service Laurier

Posting ID : 10985
Apply By : 6/26/2019
Position Title : Manager, Service Laurier
Department : Enrolment Services
Job Type : Full-time, Continuing
Campus : Waterloo
Reports To : Assoicate Registrar, Student Finance and Client Services
Position Summary :

Wilfrid Laurier University is a leading multi-campus, university known for academic excellence and a culture that inspires lives of leadership and purpose. Laurier has a distinct commitment to teaching, research, experiential learning, sustainability and scholarship, which combine to address critical challenges in society, business, the economy and the environment – globally and in the communities we serve. At Laurier’s heart is its strong student focus, which results in exceptional levels of student satisfaction and a deep sense of community that lives on through the university’s highly engaged alumni.

Laurier takes pride in building meaningful relationships with colleagues and students. The Laurier community supports one another, encourages collaboration and teamwork and respects work/life balance, all while recognizing the importance of a challenging, rewarding and inspiring career. Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto.

Diversity is one of Laurier’s core values. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

We currently have an opportunity to join the Laurier community as a Manager, Service Laurier.

As Laurier continues to develop a culture of excellence, Service Laurier focuses on the quality of customer service as an important factor in student satisfaction and overall persistence. The Manager, Service Laurier (SL) is accountable for developing programs and processes that provide quality front line enrolment services to students at Wilfrid Laurier University. The incumbent will provide professional and technical expertise as well as organizing, planning, developing, and directing the Service Laurier unit. The Manager is expected to work with service staff in other departments of the University to ensure that the services offered by SL meet the requirements of the institution.

Working within a multi-campus environment, the incumbent will lead a team of enrolment service specialists. Their primary responsibility will be delivery of service to prospective and current students at Laurier’s Waterloo and Brantford Campus. The incumbent will work with other Waterloo and Brantford Campus management to ensure consistency in process and service quality. The incumbent will also work as part of a team on projects that will improve the student experience, and focus on exceptional service. The incumbent will seek continuous improvement opportunities, and work to find self-service solutions to better serve the growing Laurier population. The Manager, Service Laurier will foster a leadership environment which values collaboration with all areas of the university to enhance and promote effective enrolment service strategies.

Interpersonal interactions are required on an ongoing basis with all departments at the Brantford Campus, the Waterloo Campus, Post Secondary Partners, and Wilfrid Laurier University Students Union. The incumbent will provide subject matter expertise to key University initiatives in a multi-campus environment. The incumbent will participate on multi-campus university wide coordinating groups responsible for alignment of strategic direction and policy.

The regular hours of work for this position are Monday to Friday 8:30am – 4:30pm.

Accountabilities :

    1. Policy Development:
    • Assists in the development of policies and procedures related to client services and comprehensive client service strategies under direction of the Registrar;
    • Collaborates with other managers when services provided by Service Laurier overlap with other units;
    • As a member of the broader University wide management group, consults with and provides input to the Registrar regarding University wide service directions and related policies;
    • In alignment with the University academic and strategic plan, develops Campus specific operating strategies, policies, and procedures to meet local operating conditions;
    1. Customer Service Processes:
    • Ensures that service requests are logged, assigned, and resolved in accordance with service level commitments;
    • Handles complaints and major incidents; develops feedback or complaints procedures;
    • Maintains service tracking processes and systems to ensure traceability and accountability and effective communication with the stakeholders supported;
    • Works to determine root cause of service issues and implements solutions to provide long term benefit and increased efficiency in university operations;
    • Reports on various metrics such as client volume, client response, client satisfaction and solution turnaround;
    • Escalates client issues to higher level support and resolution;
    • Develops, documents and implements Service Laurier support operating procedures;
    • Suggests system modification to improve service delivery;
    1. Service Laurier Business/Project Management
    • Surveys market for new user-friendly customer service products, select products and coordinates installation;
    • Assists in preparation of bid specifications for acquiring software and hardware equipment for SL;
    • Confident in managing and sharing service statistics and leveraging that information for business cases;
    • Works with individual units to develop appropriate processes for offering front line services;
    1. Leadership
    • Manages the activities of a team of customer service professionals;
    • Ensures that the work completed by the team meets or exceeds service levels identified;
    • Collaborates with Enrolment Services’ partners to ensure staff are trained in a timely manner, and are providing the most up-to-date and accurate information to customers.
    • May assist the Registrar by participating in university committees as a registrarial representative;
    • Manages departmental organizational change;
    • Manages and monitors all activities of the team, including: service transactions; customer service relations; hiring; performance evaluations; and training and career development;
    • Provides feedback and develops a form of providing continuous feedback to Service Laurier team to ensure staff growth and development;
    • Manages student cashiering operations, such as overseeing daily reconciliations of Banner sessions by staff, as well as the processing of bank deposits;
    • Reviews business practices regularly and finds opportunity to improve service for students;
    • Obtains and maintains an in-depth understanding of Laurier’s tuition policies and fee schedule in order to provide students with accurate and appropriate advice re: their Laurier financial account
    • Identifies need for training for front line staff, ensures training program records are maintained and program effectiveness is measured;
    • Ensures compliance with applicable employment policies, practices and legislation;
  • Responsible for reporting privacy infractions to the Privacy Office and completing and remediation as required.

Qualifications :


  • This position requires a Bachelor’s degree or equivalent combination of education and experience;
  • Well-versed in Banner, Cognos, Office Suite (Excel, Word, OneNote, Outlook), and capable of learning other softwares and systems
  • This position requires five years of management/supervisory experience in a customer service related field, and preferably experience in a university setting;
  • Experience with integrated process design, and risk mitigation;
  • Sophisticated problem solving, negotiation and strong prioritizing abilities in a multi-task environment;
  • Proven ability to work under deadlines and manage changing priorities;
  • Considerable knowledge of user support processes and practices;
  • Exceptional interpersonal skills and capable of building strong relationship with internal and external stakeholders
  • Experience with the development and design of training services is desirable;
  • Ability to communicate effectively both orally and in writing;
  • Ability to establish and maintain effective working relationships with all levels of co-workers, faculty and staff.
  • Expertise in the principles, application and understanding of the role of customer service management
  • Experienced and skilled in service design, including de-escalating heightened service experiences
  • Knowledge of cashiering and cash management principles, systems, procedures and standards
  • Experienced in coaching and training staff to assist with skill development, and navigate through change
Grade : MG-2B
Salary : $73,993 – $92,491
Salary Notes : This is a full-time, continuing position.

This position is eligible for educational equivalencies:

Please Note : Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors. 

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Employment Equity and Accessibility at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or
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