Team Lead & International Recruiter, Client Services

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Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Please include a cover letter sharing your interest and fit with this position. Applications without cover letters will not be considered.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The role Team Lead & International Recruiter, Client Services is responsible for the oversight and management of comprehensive student recruitment functions for the ISI Client Services team in order to support the successful delivery of effective and innovative front-line advising and recruitment programming to prospective international audiences.

The Team Lead & International Recruiter, Client Services is responsible for developing and operationalizing innovative and proactive advising and recruitment programming to recruit internationals students to the University in a highly-competitive and constantly-changing marketplace. In addition to performing International Student Recruiter and Client Services Advisor duties such as responding to inquiries, delivering presentations to large groups and providing group and one-on-one advising, this position manages the HR functions of supervising the team and has a substantial focus on developing processes and using technology and systems to create efficiencies and automations in workflow.

The Client Services team is part of the broader ISI unit, which provides effective recruiting and advising services to international (visa) students and Canadian students schooled outside of Canada on behalf of the University, as well as international (visa) students schooled within Canadian colleges, high schools and English language training programs, in support of the International Student Initiative's enterprise-wide mandate to meet the Faculties' international enrolment targets in undergraduate programs as well as in select other programs that have been identified as strategic initiatives for the University.

Organizational Status

Reports to the Manager, International Recruitment, Client Services & eRecruitment in terms of operations and strategy with a dotted line to the Director, Strategic Operations for high-level support. Works collaboratively with members of other ISI recruitment teams and ISI staff at both UBC's Okanagan and Vancouver campuses. Works closely and collaboratively with other units in Enrolment Services, particularly the International Admissions unit, Enrolment Services Professionals, Student Recruitment & Advising staff; staff within International Programs and Services; and Faculties and academic advising units.

Work Performed

Major Responsibilities

1. Program Management - Develops and implements innovative recruiting and advising programs

• Develops and leads proactive outreach recruitment programs including but not limited to key account management, lead nurture, funnel management, and identification of new recruitment opportunities. Initiatives involve creating new business processes or re-designing existing programs and services in the face of complex, diverse, changing, and uncertain landscape of student behaviour and higher education recruitment.

• Leads in-depth analysis and identification of target market behaviours and responses from outreach activities to develop new and improve recruitment strategies.

• Adeptly and effectively works across ISI teams as well as various UBC partners to solicit buy-in, manage change, coordinate efforts, and ensure compliance across various stakeholder requirements and constraints.

• Leads analysis, research, and evaluation of key metrics to continuously improve recruitment and advising programming such as operational data, market research, new technological opportunities (e.g. AI) and data points across campus, leading to new initiatives, workflow optimizations, and business opportunities.

2. Staff Management - Supervises the Client Services (CS) team to provide operational excel lence in front-line advising services

• Directly supervises and oversees Associate International Student Recruiters creating a high-performance, service-oriented, and highly-engaged team that delivers outstanding front-line advising service to prospective student clients, applicants, and new students transitioning to UBC; indirectly coordinates peers (associate/ recruiters, managers, directors) to ensure external stakeholders receive a consistent and high-quality level of customer service.

• Manages the Client Services team workload assignments and schedules; recruits, onboards, conducts performance reviews, and coaches staff as well as developing training programs and providing professional development opportunities for team.

• Develops and manages hiring and retention program for CS team, typically staffed by early-career individuals seeking a shorter-term tenure.

• Assesses the efficacy of Client Services personnel and operations through qualitative and quantitative analysis, benchmarking against comparable service organizations/ units; may seek out best practices (process and technology related) to incorporate.

3. Recruitment & Advising Services - Provides effective services to international audiences

• Applies in-depth knowledge and understanding of complex requirements and admissions policies, as well as knowledge of foreign credentials, international documentation and different countries' educational systems, in responding appropriately to inquiries. Provides students seeking admission to the University with preliminary advice on the likely admissibility or non-admissibility to their choice of program, based on the student's current level of schooling and course work. Dealing with the latter requires tact, cultural sensitivity and discretion, and includes offering students who do not currently meet UBC admission criteria advice on what they can do to prepare themselves academically for future admission to the University.

• As ISI strives for ethical and sustainable recruitment, the advising services are customized to the individual—requiring interpretation, judgement, and consideration of many factors both UBC-based as well as the individual's unique circumstances, in order to provide advice and guidance in the best interest of the student.

• Effectively and efficiently responds in a timely manner to inquiries received from all channels (such as email, phones, in-person, social media, live chat), using discretion and judgement on appropriate language, tone, and approach from the different mediums. Effective and efficient management of volume is crucial as the team receives, on average, over 40,000+ inquiries per year.

• Prepares and delivers effective presentations to groups large and small, proficiently using multi-media materials and other collateral to support public presentations in a variety of settings, including online and in person.

• Advises prospective international students and their families visiting the campus and provides post-tour advising services to students and families participating in the Campus Tours program.

• May travel internationally to recruit and advise prospective students to UBC.

4. Technology and Other services

• Works proficiently with the Admissions Application Portal, Applicant Student Centre, and Workday student to intelligently respond to inquiries and recruit students to UBC.

• Works proficiently with the CRM system (Salesforce and Marketing Cloud) to plan programs and services, run reports, and communicate with prospects and applicants; captures and manages information for collaboration, analysis and input for strategic development.

• Collaborates and seeks mutual understanding and solutions with a wide-range of campus partners including all faculties on both campuses at the undergraduate and graduate programs, and administrative units such as Enrolment Services, Undergraduate Admissions, International Student Development, Student Financial Services, and VP Students portfolio.

• Adheres to UBC's policies on safeguarding security of data and electronic devices; adheres to Freedom of Information and Privacy policies with regard to student advising. Exercises sound judgment and follows departmental protocols for travel safety and communication with the home office when travelling locally, and stewards the University's property and resources responsibly in carrying out recruitment and advising services.

As an ISI team member

• Models commitment, a valuing of diversity, a pursuit of inclusivity, respect for others and the work;

• Carries out all work duties in an exceedingly professional and ambassadorial manner;

• Contributes to a culture that supports innovation, and that identifies new programs and initiatives that will move the university forward towards achieving its international enrolment goals.

• Contributes to a team culture that supports integration and collaboration across all of ISI's functional teams;

• Contributes to a team environment that celebrates diversity, builds on strengths found in differences and seeks to encourage growth in all members of the team.

Consequence of Error/Judgement
This position is responsible for providing effective recruitment advising services and delivering accurate information about degree programs and admission to the University's undergraduate faculties. The dissemination of inaccurate information, exercise of poor judgment, without due tact and sensitivity would result in the loss of confidence in UBC by the student, the student's parents and school counselors and could jeopardize the school's relationship with UBC. Poor performance in carrying out recruitment and advising services would damage the University's reputation abroad and at home. Advising overseas students, counselors, and others incorrectly could have serious and costly consequences for the prospective student. Inability to plan and carry out activities in a well-organized and professional manner could result in lost opportunities and cost overruns. Poor performance would reflect negatively not only on the ISI, but on the University as a whole and would deter international students from choosing UBC thus jeopardizing the University's ability to meet its international student enrolment objectives.

Supervision Received

Works with considerable autonomy but within established guidelines, in consultation with the Manager, International Recruitment, Client Services & eRecruitment. Works closely and cooperatively with the other recruiter/advisors assigned to the team, as well as with other staff in the ISI and Enrolment Services and within the University to meet the goals and objectives of the International Student Initiative. Position is subject to annual performance reviews.

Supervision Given
Provides supervision to Associate International Student Recruiters in the CS team and may supervise students as appropriate. Participates in the hiring, training and supervision of other staff as needed. Conducts performance reviews for staff and oversees in the training of other new staff members who join the team.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of four to five years of related experience, or an equivalent combination of education and experience

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

Education/Work Experience

• Experience managing staff preferred

• Experience in a post-secondary education setting preferred.

• Experience working both independently and on cross-functional teams

• A sound knowledge of university admission criteria, services and resources for international students. Knowledge of major secondary educational systems would be an asset, including provinces in Canada, British patterned, US, IB, and other systems.

• Ability to communicate in an additional language preferred.

• A marketing or public relations background would be an asset.

• International experience preferred.

• Experience in student advising and delivering presentations preferred.

• Previous experience with Student Information Systems or other enterprise database solutions and customer relationship management systems preferred.

• Experience applying technology to improve student and or client services an asset.

Performance competencies and criteria:

• Exceptional skills required: oral, listening, and written communication, judgement, interpersonal and diplomacy skills, cross-cultural sensitivity, organizational skills, attention to detail, time management, ability to effectively prioritize, multi-task and organize work, and technical proficiency in standard Microsoft Office suite. Advanced level of Excel preferred

• Demonstrated ability to perform effectively in public-speaking roles.

• Ability to take initiative and analyze problems, identify key information and issues and propose effective solutions.

• Demonstrated ability to independently exercise appropriate judgment to make important decisions on matters of varying complexity.

• Ability to handle sensitive and confidential information with tact, discretion, and professionalism

• Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community.

• Be able to work some Saturdays and evenings.

• Possession of a valid BC Driver's License.

• Ability to travel in Canada or internationally.

• Preference given in the selection of candidates to Canadian citizens or permanent residents of Canada.