Associate Director, Enrolment Supports & Advising

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Post End Date:
February 1, 2026 at 11:59 PM This job advertisement is to fill an existing vacancy in the Administrative Professional (Employee Group)

Reporting to the Associate Registrar, the incumbent provides strategic leadership and integrated operational oversight of student‑facing enrolment supports, including integrated client services, central academic advising, petitions and appeals case management, and convocation, ensuring a seamless experience from admission through graduation. The Associate Director, Enrolment Supports & Advising designs and governs student‑centred service models, ensures consistent policy application and due process for petitions and appeals managed by the Office of the Registrar and Enrolment Services, and oversees the delivery of high‑quality convocation experiences.

The incumbent safeguards compliance with institutional policies and privacy legislation, sets measurable service standards, and drives continuous improvement, collaborating with Enrolment Operations and Policy (scheduling, exams, records, curriculum/policy) and Enrolment Systems & Compliance (SIS, data governance, regulatory reporting) to provide a seamless, end‑to‑end student journey.

• Oversee all operational activities within student‑facing enrolment supports, ensuring seamless coordination between units and alignment with institutional goals;

• Direct one‑stop client service operations (in person/phone/digital), optimizing staffing models, queues, scripts, and knowledge bases to improve responsiveness and first contact resolution;

• Govern the academic petitions and appeals process, ensuring due process, timely adjudication, consistent application of policy, high‑quality documentation for the Student Appeal Board, and escalation of precedent‑setting cases;

• Oversee academic advising and student information services processes to optimize client experience and operational efficiency;

• Oversee convocation delivery end‑to‑end, including planning, logistics, stakeholder coordination, vendor management, and risk controls, ensuring institutional standards for ceremony quality and accessibility are met;

• Develop and execute multi‑year strategic plans for enrolment supports aligned with institutional goals, academic priorities, and student needs;

• Collaborate with the Associate Director responsible for curriculum and calendar management to ensure accurate translation of approved program changes into student‑facing systems and advising materials while providing operational input on timelines and dependencies to maintain alignment across enrolment processes;

• Co‑design student‑centred advising frameworks and support pathways with faculties and administrative partners, spanning admission through graduation;

• Champion innovative solutions that enhance accessibility, efficiency, and the overall student experience;

• Establish and govern KPIs for client services, advising, petitions/appeals, and convocation quality; maintain dashboards that track performance and outcomes;

• Analyze data to identify opportunities to streamline workflows, reduce bottlenecks, and enhance the student experience;

• Ensure compliance with data privacy standards and regulatory…