Associate Manager

This role is responsible for leading a team of Admissions & Records staff (Representatives, Seniors, and Specialists) providing work direction, process improvement, and people development in a highly innovative and ever changing environment. Accountable for maintaining the accuracy of applicant and learner records through effective management of the overall operations of the team including managing service level metrics and meeting high quality expectations. In addition, this leader works with business partners to solve problems, share information, ensure process alignment, and collaborate on university initiatives. The supervisor is responsible for hiring, direct supervision, performance management and ongoing coaching of team members

Essential Duties

• Responsibilities People management: – Direct supervision of 10-15 team members involving daily interaction with all team members – Train, develop and monitor performance of staff to ensure timely and accurate information is provided to learners – Lead team in goal setting and support employee professional development goals – Provide coaching, feedback, and opportunities for skill development and relationship building – Facilitate ongoing performance discussions and formal performance reviews – Conduct regular team meetings and one-on-one meetings; communicate impact of policy, process, strategy, and initiative changes or updates – Foster team cohesiveness and build consistency in processes and service approach; establish initial & ongoing training program and work with team to ensure all process documentation is current – Serves as liaison with other departments or teams in the resolution of day-to-day administrative and operational issues Workflow management and accountability: – Accountable for workflow management including scheduling, time utilization, productivity, quality and service level metrics – Recruit, orient, and train new team members as needed to ensu re sufficient capacity to meet service goals – Recommend departmental improvements and efficiencies & provide analysis to support the need – Work closely with Planning & Reporting Team to prioritize work – Utilize metrics to evaluate team and individual performance and effectively implement continuous improvement, streamline processes, and optimize efficiency – Develop knowledge of workflow drivers, volumes and impacts to make effective decisions – Manage day-to-day work with contractors and vendors Leadership: – Strives to exceed team and personal goals – Embrace LSO Values by: – Saying what we think, even if it’s controversial or difficult to say – Acting as business partners who take an enterprise view – Trusted and credible; builds trust with others through words and actions and works diligently at maintaining personal credibility – Lead team members through change; keep the learner at the center of decision making to ensure a superior experience – Assist with resolution of learner issues; serve as a resource to team members and peers – Develop strong relationships across the organization and perform as a key contact for internal partners on day-to-day workflows and escalated situations – Provide leadership, management, and subject matter expertise for projects

Job Skills

• Ability to thrive in a professional culture that combines the traditions of higher education with the innovation of a fast-paced, entrepreneurial organization – Strong service philosophy with a desire to help others achieve their goals – Strong analytical abilities to understand metrics and interpret reports – Experience with MS Office (Word, Excel, Outlook, PowerPoint) required; PeopleSoft knowledge preferred – Strong ability to learn new information and new technology, and apply this correc tly to the workplace – Understanding/experience in academics and admissions desired

Work Experience

• Minimum of 4 years professional level experience in student services, service operations or administrative processing center environments; 2+ years in direct employee leadership strongly preferred; previous supervisor or lead experience (will consider commensurate experience) required

Education

• Bachelor’s degree from an accredited institution required; will consider equivalent work experience in lieu of degree from an accredited institution

Certificates, licenses and registrations

Other

• Must be able to travel 0-10 % of time.
• Must be able to lift 20lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected].