Christian Mangungu

· Analyze end-to-end workflows, operational processes, and system capabilities to identify gaps and propose innovative, resource-efficient solutions that enhance service delivery and client satisfaction.

· Translate complex stakeholder and client requirements into clear, actionable business and functional specifications to support the development, enhancement, or acquisition of enterprise applications.

· Lead departmental-level projects involving process transformation, development of internal web applications, and creation of new academic digital documents, including certificates and micro-credentials issued via MyCreds.

· Act as the InfoService subject-matter expert for enterprise and operational systems, including uoCampus (PeopleSoft), Talisma, Tempo/QLess, MyCreds, CardExchange, CXone, Microsoft 365, xTender, AuraData, and Netzcore.

· Design, configure, and maintain operational dashboards and analytics to monitor service performance and produce reports of varying complexity for the Manager and Associate Registrar, supporting strategic planning, service evaluation, and workforce performance management.

· Analyze academic records and regulatory frameworks to process program change requests, advise non-degree students on re-admission pathways, manage academic appeals, issue official documents, and respond to information requests from external and governmental agencies.

· Serve as lead authority on the interpretation and application of academic policies, regulations, and institutional governance frameworks.

· Plan, coordinate, and oversee program-change operations, including staff training, systems evolution and maintenance, and ongoing review and improvement of communication and service delivery plans.

· Plan, organize, and oversee the large-scale Student ID card distribution operation, including staff training, procedural documentation, systems optimization, and coordination with IT and Facilities teams to deploy temporary workspaces in compliance with health and safety standards.

· Supervise and lead up to 30 contractual employees during peak-volume Student ID card distribution periods, managing schedules, resolving complex cases, conducting performance evaluations, and making re-hiring recommendations for subsequent cycles.

• Advised students in person, by phone, and in writing on admissions, academic programs, regulations, deadlines, services, and academic records, ensuring clear and accurate guidance.
• Delivered high-quality, courteous, and timely service in line with InfoService and University standards, consistently projecting a professional and positive image of the University of Ottawa.
• Managed challenging, emotional, or hostile situations with professionalism and de-escalation techniques, referring unresolved cases to the Senior Registrar Advisor as required.
• Assessed student concerns, identified effective solutions, and referred complex or exceptional cases to undergraduate faculties or the appropriate Registry Services staff when necessary.
• Reviewed and approved student files, registration requests, and course change/cancellation submissions for special students, ensuring compliance with uoCampus data and official procedures.
• Processed financial transactions with accuracy, including fee collection, receipt issuance, interest calculations, late tuition charges, short-term loans, cash advances, and tax certificate reprints, in accordance with university financial regulations.

• Provided exceptional customer service by addressing inquiries from clients of the International Office in person, by phone or by email.
• Facilitated enrollment and cancellation of university health insurance plan (UHIP) requests, providing essential support to international students.
• Coordinated and organized booking processes for immigration consultancy services.