Associate Director, Enrolment Supports & Advising

About the Role: 

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.  

The Associate Director, Enrolment Supports & Advising will:  

• 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-centered 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 reporting requirements; 

• Serve as one of three Associate Director leads, partnering closely with Enrolment Operations & Policy to ensure frontline guidance accurately reflects current scheduling and examinations practices, records adjudication, and curriculum and policy decisions; and with Enrolment Systems & Compliance to ensure SIS configuration, access controls, and system releases are consistently and accurately translated into one-stop and advising scripts, tools, and workflows.  

Please note: This position may require availability outside of regular business hours.  

Key Skills and Experience: 

• Undergraduate degree in a related discipline. The equivalent combination of education and experience would be considered;  

• Experience in enrolment management or student services leadership;  

• Knowledge of compliance standards, risk management, and privacy legislation;  

• Strong understanding of university policies, procedures, systems, and processes;   

• Proficiency in registration service delivery and administration;   

• Strong understanding of performance metrics and development of measurement systems;  

• Ability to generate reports, analyze data, and provide actionable recommendations;   

• Understanding of university governance, academic regulations, and program requirements;  

• Knowledge of records retention, OSAP legislation, and related processes;   

• Awareness of interrelationships impacting student services and records;  

• Advanced computer skills, including Workday, Microsoft Office (Excel, Word, Outlook), and BrockDB;  

• Proven strategic planning and execution skills in fast-paced, evolving environments;   

• Knowledge of annual planning and budget management;   

• Promotes and embodies inclusivity and respect within the workplace and the broader community;  

• Strong consultative skills: listening, questioning, summarizing, and translating information for decision-making;   

• Excellent verbal and written communication for diverse audiences, including senior executives;   

• Ability to lead, mentor, coach, and motivate staff; set goals and evaluate performance;   

• Conflict resolution, feedback delivery, and diplomacy in sensitive situations;   

• Strong project management, organizational, and time management skills; 

• High degree of judgment, critical thinking, and problem-solving for complex situations;   

Salary and Total Rewards:  

• Job Grade O, Salary Scale ($89,090-$144,470); 

• Target Hiring Range: $89,090-$110,000  

• This is a permanent position that includes:   

• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage. 

• Pension Plan: Enrollment eligibility in the Brock University Pension Plan. 

• Vacation: Up to 3 weeks per year, in addition to university holidays. 

• Flexible Work Arrangements: Hybrid work schedule available.  

• Professional Development: Eligibility for the Brock Tuition Waiver Program. 

*The final salary is based on experience, internal equity, and budget considerations within the target hiring range. 

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact talent@brocku.ca  if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

Learn more about Brock University by visiting www.brocku.ca.