Position SummaryReporting to the Associate Vice President, Student Progression and Registrar, the Director, Student Information Services provides strategic leadership for NAIT’s frontline student inquiry services, ensuring a coordinated, student‑centered, and sustainable service model across the institution.The Director is accountable for the design, delivery, and continuous improvement of NAIT’s Student Information Services (SIS) function as the institution’s primary front door for student inquiries. This includes leadership of the Student Service Centre (SSC), frontline service strategy, inquiry management, triage and escalation frameworks, service standards, and the integration of people, processes, and systems to support productive and consistent resolution across the student lifecycle.This role plays a critical leadership function in advancing a student‑centered service model, ensuring that inquiries are resolved with clear ownership, minimal handoffs, and strong coordination between SIS (Tier 1) and partner units (Tier 2). In the near term, the role will also lead the implementation of key enhancements to frontline service delivery, advancing identified priorities that strengthen service integration, consistency, and the overall student experience. The position is a key contributor to enrolment management, student progression, and institutional service excellence, ensuring that frontline services enable access, support student navigation, and contribute to a seamless and equitable student experience.Key ResponsibilitiesProvides leadership for the Student Service Centre teamProvides strategic leadership on the optimization and effective use of the student information systemParticipates in strategic planning and oversees the operationalization of portfolio priorities within Student Information ServicesContinuously evaluates staffing structure and resource allocation to ensure alignment, sustainability, and service effectivenessAccountable for budget planning, management, and reporting for the SIS portfolioAdvices the Registrar on critical and sensitive issues, policies,



and procedures related to frontline student servicesRepresents the Student Information Services portfolio and NAIT on relevant internal and external committees and working groupsBuilds solid stakeholder relationships to support alignment, collaboration, and shared ownership of the student experienceCommunicates portfolio priorities, policy changes, and process updates to ensure clarity, understanding, and effective implementationProvides leadership and coaching to managers and emerging leaders within the portfolioLeads recruitment, development, and performance management to maintain a high‑performing team environmentLeads cross‑functional efforts to implement service and system enhancements that improve coordination, efficiency, and the student experienceSkills And KnowledgeDeep understanding of frontline student service delivery models, inquiry management, and best practices in service design and continuous improvementStrong knowledge of registration processes, systems, and reporting standards within a post‑secondary environmentComprehensive understanding of Advanced Education policies, procedures, and system‑level considerationsWorking knowledge of frontline service technologies (e.G., CRM, contact centre, case management, and knowledge management systems) and their role in enabling coordinated service deliveryDemonstrated ability to translate business needs into service and system improvements that enhance efficiency and the student experienceStrong analytical and problem‑solving skills, with the ability to assess service performance and identify opportunities for improvementProven ability to work effectively in a complex, multi‑stakeholder environment and build strong, collaborative relationshipsSkilled in aligning operational priorities with institutional strategy and delivering on shared objectivesAbility to plan, prioritize,



and manage multiple initiatives in a fast‑paced environmentDemonstrated capacity to lead through change with clarity, focus, and strong stakeholder engagementAbility to foster an inclusive, high‑performing team environment grounded in trust, accountability, and continuous learningStrong communication skills, with the ability to convey complex information clearly and build confidence across diverse audiencesSound judgment and the ability to navigate complex or sensitive issues with discretion and professionalismQualificationsRelated bachelor’s degree; a graduate degreeis considered an assetSignificant progressive leadership experience in frontline service delivery, student services, or a related function within a complex organizationExperience leading and developing teams, including coaching leaders and building high‑performing, service‑oriented culturesDemonstrated experience leading or supporting service, process, or system enhancements in a cross‑functional environmentExperience working with student information systems (e.G., PeopleSoft or comparable platforms); experience with CRM or case management systems is an assetExperience contributing to or leading change initiatives, with a focus on implementation, stakeholder alignment, and sustained adoptionExperience in a post‑secondary environment, particularly within the Office of the Registrar or student services, is strongly preferredEquivalent combinations of education and experience may be consideredEducation Credential EvaluationApplicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services (WES), International Qualifications Assessment Service (IQAS) or the Comparative Education Services (CES).Remuneration and BenefitsThe compensation range for this job posting is $112,336.12 - $148,829.20. The package includes a comprehensive benefits program, flexible work arrangements, health and wellness benefits, and additional paid time off. Remote positions require employees to reside within Canada.Accommodation StatementIf you require any accommodations, please connect with us at [email protected].#J-18808-Ljbffr

📌 Director, Student Information Services - C$112,336.1 - C$148,829.2 A Year (Winnipeg)
🏢 NAIT
📍 Winnipeg