Manager Services Center

Manager, Enrollment Services Center Position Title:
Manager, Enrollment Services Center



Position Type:
Regular



Hiring Range:


$69,600-$81,850 commensurate with experience



Pay Frequency:
Annual



A. POSITION PURPOSE


Under supervision of the Director of the One Stop Enrollment Services Center, this position is responsible for leading a strategic team and providing superior customer service in a "One Stop" atmosphere, to undergraduate and graduate students and their families at the front counter, on the phone and through email. The customer base served represents 100% of the student population (undergraduate students, graduate students, law students and JST) and their families, faculty, staff and third party vendors. The position will be cross-trained to assist students with bursar, financial aid and registrar-related transactions, as well as represent other critical departments in order to establish a more comprehensive, complete and full-service customer service experience. This position will be called upon to use independent judgment to advise and resolve student issues in each of the above areas; collaboration with department heads throughout our campus community to find plausible and appropriate solutions for all students. The position is responsible for managing the day-to-day business processes and leading the staff to provide necessary service levels. The Manager will work effectively, strategically and tactfully with a wide range of internal departments across campus.



B. ESSENTIAL DUTIES AND RESPONSIBILITIES Provides superior customer service to the University community through interactions and transactions representing the Bursar's Office, Financial Aid Office, Office of the Registrar and other critical service-related departments across campus. The customer base represents 100% of the student population (undergraduate students, graduate students, law students and JST) and their families, faculty, staff and third party vendors. Assist Director with interviewing and hiring staff. Responsible for cross training, mentoring, coaching, supervising and evaluating Enrollment Services staff to execute functions of the One Stop Enrollment Services area. Provide effective leadership direction and support in promoting the professional development of three Enrollment Services Specialists and up to four student assistants; develop and identify professional development opportunities for Enrollment Services Center staff; assess productivity and efficiency of staff.

Financial aid responsibilities will include tasks such as counseling about University, state and federal programs, deadlines and processes; coordination and explanation of aid eligibility, awards and disbursement; collection of verification and special circumstances materials; thorough understanding of third party web sites and online processes to assist customers with detailed online requirements such as FAFSA, loan applications, promissory notes, online counseling and the verification DRT process; handle requests for eligibility confirmation for outside agencies; use professional judgment and sound business decisions to assess SAP (Satisfactory Academic Progress), student hardships and their potential eligibility for additional types of aid.

Bursar responsibilities will include tasks such as providing thorough audits of student accounts, providing detailed information for resolving issues related to accounts, charges, payments, etc.; thorough understanding of Transact Payment Software in order to guide students and parents through Authorized Payer set-up, on-line payment and payment plan procedures; applying University policy with regard to receipt and posting of payments; familiarity with financial aid regulations relevant to student enrollment status for issuing refunds; taking payments in the form of cash and negotiable items; proper accounting of incoming cash as a loss prevention tool, strict end-of-day balancing procedures for payments processed, up to $3M per day during peak times.

Registrar responsibilities will include tasks such as providing information about on-line transcript and enrollment verification requests; advising students on financial aid impacts of registration changes; handling issues concerning online registration; thorough knowledge of the Workday Student portal in order to assist students with reviewing their Academic Progress Reports, graduation requirements, registration holds, and other policies and procedures; advising students, parents and University members on Family Education Rights and Privacy Act of 1974 (FERPA) regulations.

Answering questions and resolving issues within each of the above functional areas while consistently ensuring compliance with University policy and Federal regulations within the other, overlapping areas; constant participation in, and creation of (both as a trainer and a trainee) daily, weekly, monthly and quarterly training related to all of the above offices, including on-the-job training, webinars, meetings, conferences, professional development, etc., in order to ensure that the most accurate information is being provided to our customers.

Responsible for basic knowledge of rules/policies of other offices on campus such as Housing, Access Office, New Student Programs, Student Life, Cowell Health Center, Drahmann Advising Center, in order to act as liaison between offices to resolve outstanding issues for our customers; pro-actively follow up with departments and families to ensure timely resolution and closure of items. Work with department managers of the above offices to create training opportunities for One Stop staff to provide support for other university-business offices, seasonally and as needed. Remain in constant communication with all appropriate departments to coordinate key dates/deadlines; update One Stop Master Calendar daily.

First point of contact for any customer service and/or policy-related issues that need to be escalated to the next level for resolution. First point of contact for managers of other departments who have difficult or sensitive situations that may need involvement of the One Stop. Responsible for working with business managers and colleagues within the campus community to research and independently resolve sensitive situations and issues in a timely and professional manner. Responsible for constant and thorough follow-through on all customer concerns and questions.

Responsible for thorough testing of software, prior to updates and installed patches/fixes; includes knowledge of eCampus (view only) for historical purposes, Transact Payment Portal, Slate (new applicants) and assisting with the implementation, daily use and maintenance of Workday Student. Be cognizant of how improved technology can allow our customers to be self-sufficient and how Workday Student and other software improvements can change the way students utilize our systems.

Responsible for drafting and creating outgoing written communication to students and parents via all avenues including SCU email (Thunderbird), Workday notifications, Slate communications, Transact communications and any future
outgoing information through chatbots, text messaging, web updates. Thorough knowledge of all software and tools necessary to accurately send communications; ability to track data including open rates, customer replies, and customer completion rates based on requests; ability to thoroughly test all communication tools and software to ensure accuracy, reporting all issues and resolutions as needed. 1. Responsible for leadership and management-related tasks and running the department, without assistance, on a daily basis.

Consistently report to Director the growing needs of the customers and provide examples of how the use of all software (including Workday Student and Transact) should be configured to address the changing atmosphere of today's customer needs.

Efficient management of daily incoming emails, phone inquiries and walk-in traffic; adhere to and train appropriately for strict customer satisfaction guidelines and expectations.

Creating ideas and processes for constant and consistent cross-training of critical rules and regulations in all three of the One Stop's related offices when most employees will only know one; daily reminders of changes to rules to ensure legal compliance.

Responsible for leading the staff and student assistants and managing the office as first-in-command; making management-level decisions, on the spot, without supervisory assistance; taking an autonomous approach to problem solving in order to provide the expected level of customer service and satisfaction.

Contribute to the department as a leader by taking the initiative to use out-of-the-box, creative thinking in order to create new options and solutions for our customers, all while maintaining compliance within each of the three offices, and others across campus.

Have an awareness of the busy cycles of the office and redirect staff, as appropriate, to ensure customers are assisted in a timely and accurate manner. Call upon staff members from the related offices for assistance, when appropriate, without direction from Director.

Model the way, lead by example and exhibit self-confidence when assisting customers with difficult questions and when resolving issues, in an effort to train other staff and student assistants.

Create written policies and procedures, calendars, schedules, cheat sheets and training manuals as training occurs and updating web site and other marketing materials for the department. Provide support for staff and student assistants responsible for maintenance of social media and student outreach.

Represent the One Stop at meetings in and out of the University, without assistance from the Director. Report back to Director and One Stop staff to ensure all are informed and properly trained.

Fully responsible for supervising and training Enrollment Services Specialists; perform all scheduling of office staff and student assistants to ensure proper coverage during peak times and absences; communicate updates and changes to Director; responsible for all aspects of the hiring process for student assistants, including processing of annual merit increases, compliance with minimum wage increases, processing/approving accurate time sheets, coordinating and presenting at quarterly student assistant meetings/training sessions, setting strict expectations/policies and creating communication tools for ensuring that proper expectations are met; coordinating Federal Work Study requirements; understanding and maintaining office budget constraints for student wages.

Cross trained to provide back-up support for Enrollment Services Specialists for the following duties: during peak times or absences; maintain up-to-date training and current knowledge of marketing and technology tools such as updating data on the web, lobby slideshow, social media, brochures and give-aways; maintain up-to-date training and current knowledge of fiscal/financial responsibilities such as invoicing, ordering supplies, loss prevention requirements for cash handling. C. PROVIDES WORK DIRECTION Provide high-level oversight, leadership and management of the SCU One Stop staff and student assistants, including hiring, training, scheduling and ongoing guidance.

Responsible for coaching, supervising and evaluating three Enrollment Services staff D. GENERAL GUIDELINES Recommends initiatives and implements changes to improve quality and services.

Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.

Maintains contact with customers and solicits feedback for improved services.

Maximizes productivity through use of appropriate tools; planned training and performance initiatives.

Researches and develops resources that create timely and efficient workflow.

Prepares progress reports; informs supervisor of project status; and deviation from goals.

Ensures completeness, accuracy and timeliness of all operational functions.

Prepares and submits reports as requested and required.

Develops and implements guidelines to support the functions of the unit. E. QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.


This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.


1. Knowledge

Understanding and support of the Jesuit tradition of education and a commitment to the fundamental values of service to others, community, and diversity as well as commitment to and demonstrations of skills, knowledge, and awareness to service the unique needs of the diverse community of Santa Clara University. 2. Skills

Strong written and oral communication skills.

Strong management and leadership skills

Strong organizational skills including time management, attention to detail, multitasking with accuracy and speed, and timely project completion.

Exceptional interpersonal skills with the ability to influence and build working relationships among a diverse workforce at all levels.

Supervisory and personnel management experience.

Experience in project and budget management.

Proficiency in MS Word, Excel and Powerpoint, Google Drive required.

Marketing, design and/or and social media experience preferred.

Commitment to superior customer service, both internal and external to the department, with demonstrated empathy and patience with families that are confronted with significant financial hardships and difficult life changes.

Self-motivated to perform tasks independently without supervision in a high volume dynamic environment.

Creative problem-solving and conflict resolution.

Sensitivity toward people of diverse social, cultural and ethnic backgrounds.

Experience handling large amounts of cash and negotiable items and accurately balancing cash drawers is preferred.

Management/leadership-role experience

Ability to contribute and support colleagues in a collaborative environment.

Ability to work effectively under pressure in a highly demanding, information services environment.

Prior experience with Workday Student or other Enterprise Student Management System preferred. 3. Abilities

Highly service-oriented and innovative

Demonstrated ability to manage multiple tasks in a fast-paced work environment.

Ability to exercise sound judgment and discretion when making management-level decisions that have positive outcomes for both the customer and the University; must demonstrate mature, autonomous decision-making skills.

Ability to appropriately handle confidential information.

Ability to maintain positive working relationships and open, professional communication with staff in three related office.

Willing to work as part of team and understand the importance of team work.

Ability to understand complex rules and regulations of all three offices at an advanced level, allowing for the ability to make appropriate, management-level decisions with confidence.

Ability to work occasional evenings and weekends as needed.

Understanding and appreciation of the Jesuit, Catholic mission of Santa Clara University 4. Minimum Qualifications


Education

Bachelor's Degree Required, Master's degree preferred, or equivalent experience. Years of Experience

5-6 years experience in customer service and/or field with significant financial aid, enrollment, billing, and cash handling experience. Preferred Experience Decision-making experience

Leadership/management experience

Loss prevention experience F. PHYSICAL DEMANDS


The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

Considerable time is spent at a desk using a computer terminal.

May be required to travel to other buildings on the campus.

May be required to attend conference and training sessions within Bay Area or in-or out-of-state locations.

May be required to occasionally travel to outside customers, venders or suppliers. G. WORK ENVIRONMENT


The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

Typical office environment.

Mostly indoor office environment with windows.

Offices with equipment noise.

Offices with frequent interruptions.

COVID-19 Statement


The health and safety of the university community is a top priority. All Santa Clara University students, and employees are required to be vaccinated against COVID-19 or request a medical or religious exemption. Please visit our COVID-19 webpage for additional information.



Telecommute


Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.



EEO Statement Equal Opportunity/Notice of Nondiscrimination


Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, see



Title IX of the Education Amendments of 1972


Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. Information about Title IX can be found at Information about Section 504 and the ADA Coordinator can be found at , . Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).



Clery Notice of Availability


Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at . The report includes the type of crime, venue, and number of occurrences.



Americans with Disabilities Act


Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources, and and request to speak to Indu Ahluwalia by phone at or by email at .



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