Provides strategic leadership and direction for multiple programs or major functional areas within the department/division. Plans, develops, and implements organizational initiatives with significant operational scope and complexity. Provides guidance and resolves enrollment-related concerns in financial aid, records, registration and student billing. Ensures unparalleled customer service for all cross-functional transactions of the office. Provides direct supervision for Penguin Service Center staff and manages all training support. Stays up to date on university, departmental, federal, and state regulations. Researches and increases knowledge about best practices in higher education customer service models; assesses data and creates processes to continuously improve the customer service experience for students.Essential Functions and Responsibilities: Provides oversight and strategic direction for multiple programs, initiatives, or objectives, including supervision of managers. Establishes priorities and goals for assigned areas; develops staffing plans; approves work plans developed by lower-level managers; develops and implements unit-wide policies and procedures.

Develops, implements, and evaluates policies and procedures for assigned areas. Interprets and adapts broader organizational policies to meet the specific needs of the department.

Participates directly in the strategic planning process for the department. Develops long-range plans, goals, and objectives for assigned areas aligned with broader organizational strategy.

Directs the overall planning, implementation, and evaluation of multiple program areas or a major department/division function with significant operational complexity and resource requirements.

Provides general oversight and administration of any assigned program, initiative, or objective, including supervision of staff. Assigns and reviews work; establishes timeframes for the completion of assigned tasks; trains and orients new employees; approves/disapproves requests for paid leaves; interviews candidates for employment and makes recommendations for hire; evaluates employee work performance; receives and responds to grievances; helps with the development of unit work procedures and policies.

Develops, plans, and implements all training and continuous training support; provides leadership by coaching and mentoring staff during regular one on one meetings; facilitates weekly staff meetings; recommends professional development opportunities.

Manages the development and implementation of department policies and procedures; interprets, communicates, and adheres to state, federal, and university policies; monitors and updates policies to ensure compliance; communicates updates to all staff; ensures staff is current on regulations and trends.

Manages the development and implementation of marketing and communication campaigns and initiatives designed to raise awareness of services offered by the department.

Coordinates and maintains the department data collection system; assesses and reports on customer service and productivity data as well as satisfaction and improvement surveys; studies data for retention and persistence trends; assigns caseloads of students for customer service follow-up; assigns caseloads of students for proactive outreach campaigns.

Works closely with key leaders across campus to promote services, decision making, and communication efforts; works with departments to develop quality improvement methods; researches enrollment, customer service, and retention best practices and develops and maintains process improvements.

Interprets, communicates, and adheres to state, federal and university policies; maintains compliance and supervises information distributed to campus.

Maintains advanced knowledge of Banner modules as needed; provides portal lock-out access to current students; identifies problem patterns and work with others as needed to resolve technical problems.

Serves as the primary manager for counseling, advising, and making decisions on student exceptional circumstances in a timely manner, consults with leadership, as necessary.

Serves on committees and taskforces as assigned.

Other Functions and Responsibilities: Assists with training new hires.

Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.

Equipment Operated: Computer and all other standard office equipment.

Work Schedule: Typically, Monday through Friday.

Supervision Exercised: Supervision is exercised over staff and student employees.

Reports to: University Registrar

Required Certifications and/or Licensures: None

Knowledge, Skills, and Abilities:

Knowledge of: strategic planning process; policy administration; process improvement; supervisory techniques; university policies and procedures*; office practices and procedures; department/division goals and objectives*; department/division policies and procedures*; workplace safety practices and procedures*; English grammar and spelling; records management; office management; project management.

Skill in: exhibiting strong work ethic and attention to detail; use of office equipment; typing, data entry; computer operation; use of computer software and other programs applicable to the assigned department/division*.

Ability to: effectively lead a team; deal with problems involving several variables within familiar context; define problems, collect data, establish facts, and draw valid conclusions; determine material and equipment needs; calculate fractions, decimals, and percentages; compile and prepare reports; use proper research methods to gather data; understand a variety of written and/or verbal communications; prepare accurate documentation; maintain records according to established procedures; effectively interact with personnel and public to answer routine questions; train or instruct others; move quickly and effectively from one task to another; work independently and in a team environment; develop and maintain effective working relationships.

(*) Developed after employment.

Minimum Qualifications: At least a bachelor's degree; three or more years of related experience in higher education environments; and experience in customer service, data reporting, and student information systems.

Preferred Qualifications: Master's degree in college counseling, student affairs field or relevant discipline. Three years of progressive higher education experience in records, registration, financial aid, student billing, a one stop office or an integrated student service center. Supervisory experience. Experience with Banner or a similar student information system. Experience with staff mentorship, training and development, data reporting and analytics for customer service.

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