Administrative Support, Conferences

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Job Profile

Job Title

Department

Compensation Range

Posting End Date

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

Job End Date

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, and is essential to fostering an outstanding work environment. 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
This position co-manages with another team member the full scope of CPD’s course registration services (300+ programs annually and learner/student support 800,000 annually). Significant complex data entry required using up to several web-based systems. Oversees a busy general CPD inbox on behalf of the Division requiring knowledge in all live programs across multiple portfolios. Generating complex financial and registration reports. Overseeing conference production schedule and execution. Assists in live event customer user support for virtual, hybrid and in person events. Creating custom registration portals across two registration systems. Ensuring systems are functioning and able to process payments equaling several million dollars in collected income for course fees and trouble-shooting system errors for smooth operational efficiency. Prepares onsite conference materials. Ensuring learners complete the requirements to receive CME certificates of completion.

Organizational Status

Reports to the Conference Services Director.

The incumbent assists in an administrative capacity to customer and registration services and CPD info registration services, conference learners, and the conference unit team.

Includes tasks such as: Develops complex online registration links and reports requiring significant ingenuity and problem-solving skills with minimal supervision. Coordinates registration reports and conference kit production schedules. Manipulates online registration system to generate unique reports. Uses tact and discretion in dealing with complex registration requests and inquiries, sometimes of a sensitive nature. Significant requirement for complex data entry, maintaining CRM, and supports registration onsite (in person and virtually). Takes courses to increase skills and is kept up to date in the latest system updates. Creates registration procedures, standards, and creates and updates registration operations manual.

Work Performed

Registration System

• Designing complex code for the online customized registration for each event based on complexity and timeliness.
• Ability to prioritize multiple registration systems with multiple deadlines
• Use innovation and creativity to solve complex online registration system issues
• Creating and updating standardized procedures independently
• Creating and continually updating the training manual
• Overseeing training of new staff to the registration and onsite support procedures
• Requires minimal supervision and must use sound judgement on a daily basis.
• Considerable interpersonal skills are required for handling front line registration phone and inquiries from physicians
• Responds to customer inquiries on usage problems often without a standardized solution.
• Uses tact and discretion when discussing problems and eliciting sensitive or confidential information regarding VISA and MC payments etc.
• Attending registration update meetings with Conference Coordinators and Registration Clerks
• Handling registration issues and queries with a professional and calm demeanor.
• Communicating with prospective registrants to inform them of vacancies in limited registration courses if on waiting list; that a limited registration course is full etc
• Mailing, or e-mailing brochures and information to individuals requesting information on a course.

System Records

• Oversees the CRM and updates it continuously to ensure data is up to date and reduces duplicate mailing and emails
• Develops email marketing lists using multiple sources and data sheets
• Reviews and sends out Registration weekly updates using careful attention to detail
• Providing registration reports, finance report and analytics for each event when they end.

Conference Badge and Kit Production

• Responsible for the overall production plan to accurately produce up to 2000 customized conference packages for multiple conferences at the same time with varying deadlines and details. Throughout the year, kit production is closer to 20,000. Requiring:
• coordinating a moving schedule of 3 part time staff;
• using data manipulation from the registration system;
• carefully plans advance preparation of supplies and materials for each event.
• Ensures accuracy and completeness of shipping materials. Ensures venue receipt of materials.

- As requested, provides assistance onsite at conferences and events - distributing participant kits, greeting guests, providing directions, packing and unpacking supplies etc.

Work Environment

• High work pressures with multiple peak periods, high demands, deadlines or interruptions impact task completion ability

Miscellaneous

Consequence of Error/Judgement

The Division of CPD is responsible for the overall presentation and success of the various courses. Handles routine inquiries and regular "business as usual" duties. New or unusual problems or situations are referred to the Conference Services Coordinator.

Failure to work cooperatively and collaboratively with CPD staff and course coordinators could lead to lower office productivity.

Supervision Received
Works independently under minimal supervision and reports to the Conference Services Director. Authorization of any expenditure is referred to the Conference Services Director. Any unusual problems are referred to Conference Services Director.

Supervision Given
Minimal, to Part time students for assistance in kit and evaluation preparation.

Minimum Qualifications
High School graduation, plus one year of post-secondary education, plus four 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

Experience in complex registration systems is an asset.

Experience in writing code/HTML is an asset.
Significant customer service experience required.

Advanced computer experience required (Word, Excel, Internet, MS Publisher, and databases preferred).

Ability to effectively use Word, Excel, Outlook, Internet, MS Publisher, and databases preferred at an intermediate level.

Effective oral and written communication, interpersonal, customer service and organizational skills. Ability to type 50 w.p.m. and to operate a normal range of office equipment.

Ability to accurately proofread for spelling, grammar, and punctuation.

Familiarity with Microsoft publisher or other desktop publishing software an asset.

Ability to be polite and pleasant on the phone and in person.

Ability to prioritize and work effectively under pressure to meet deadlines.

Ability to be accurate with attention to detail.

Ability to work both independently and in a team environment.

Ability to lift and move boxes, up to 10 kg.

Ability to compose correspondence, reports, presentations, and other written materials using clear concise business English.

Ability to anticipate problems and issues and plan ahead.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.