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Service Operations Manager

University of Minnesota
life insurance, paid holidays
United States, Minnesota, Minneapolis
May 16, 2024
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Job ID
361346
Location
Twin Cities
Job Family
Student Services
Full/Part Time
Full-Time
Regular/Temporary
Regular
Job Code
9703RC
Employee Class
Acad Prof and Admin
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About the Job

Hiring Salary Range: $62,000-$66,500 DOQ

The Office of the Registrar (OTR) Service Operations unit is responsible for the timely and accurate maintenance of students' records with oversight and subject matter expertise of transcript production and enrollment verifications; diploma services; NCAA Athletic Eligibility Certification; document imaging; mass mailings; financial reporting and billing for the unit; and associated data-quality functions.

The Service Operations Manager reports to the Assistant Director of Service Operations and is responsible for overseeing and managing the daily work of student Customer Relations Representatives (CRRs). This position has system-wide responsibilities providing essential diploma and transcript services to all five University campuses. Accordingly, this person will serve as an expert on University policy and will interpret records-related corrections surfaced through quality assurance processes under limited supervision. Additionally, this position serves as a liaison between OTR and One Stop Student Services, maintaining key relationships between these closely aligned units.

The position serves as a process owner for system-wide diploma and transcript services, the digital credentialing platform, and the Constituent Relationship Management system (Salesforce) and relies heavily on the ability to operate independently of supervision. The individual must be technology-savvy and comfortable working with a variety of systems, which include (but are not limited to) PeopleSoft Campus Solutions (including the use of queries), Jadu, WorkflowGen, Microsoft Office suite, Document Management software, Paradigm and Parchment (our Digital Credentialing Service), Google Workspace, and Constituent Relationship Management (CRM) software.

Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position; this work currently requires in-office time at a minimum of three days each week. The arrangement for this position will be determined upon hire between employee and supervisor.

Leadership & Operational Excellence (40%)

  • Oversight of the customer service functions in the Service Operations Unit:
    • Interpret and provide direction to OTR staff for record disputes, record corrections, updates, and process maintenance.
    • Monitor student educational policy updates and changes in order to anticipate and implement business process changes.
    • Provide mentorship and coaching for support staff in the Service Operations Unit.
    • Give performance feedback and in conjunction with the Assistant Director, assess, and address performance issues.
  • Oversee and manage the daily service expectations of the student employee CRR team, responsible for the majority of customer service inquiries for OTR.
    • Oversee candidate selection, interviews, hiring, onboarding, training, and ongoing performance management.
    • Analyze trends in overall workload, make schedule alterations, and direct duties of CRRs as needed to adjust service levels.
    • Direct and prioritize daily work and long-term projects.
    • Coach and guide students in their development as professionals.
    • Conduct internal performance reviews of student staff.
    • Assist CRRs in the development of a positive, proactive communication style, and quality customer service, escalation, and counseling skills.
    • Provide specific and holistic feedback on CRR performance in order to support training, growth, and development.
  • Subject matter expertise:
    • Serve as the subject matter expert and resource for OTR, Academic Support Resources, and other University stakeholders in the following areas:
      • System-wide Diploma and Transcript production and services
      • Duplicate ID Resolution
      • Enrollment Verifications
      • University policy
    • Counsel and advise University students, staff, and faculty as the key contact for third tier questions that come in through the constituent relationship management system, Salesforce.

Process Owner (30%)

  • Serve as process owner for University-wide diploma management.
  • Serve as process owner for our transcript system (Parchment) and order processing for all campuses.
    • Provide leadership to CRR team responsible for production of approximately 60,000 transcript orders per year.
    • Serve as expert on the University's online credentialing platform (Parchment) in order to support daily operations, troubleshoot technical issues, and implement new products and services.
  • Interpret and provide support to collegiate units for record disputes, record corrections, updates, and process maintenance serving as an expert regarding University academic policies. Maintain expertise on PeopleSoft Checklists and internal tracking of diplomas in order to support customer service for alumni.
  • Process owner for enrollment verifications.
  • Serve as OTR point person for the use of our constituent relationship management system (Salesforce).

Club Sport Eligibility Certification (athletic certification) (10%)

  • Accurately identify and apply eligibility requirements, while utilizing the degree audit to determine satisfactory academic progress and eligibility for competition.
  • Work closely with the University sport club office to address student-academic progress concerns.
  • Document, update, and improve policies and procedures involving all aspects of academic certification.

Project Management and Facilitation (10%)

  • Represent OTR in groups aimed at process improvement and service implementation with internal and external groups, including but not limited to colleges, other ASR units, and vendors.
  • Lead small- to medium-scale projects related to academic records and student success.

National Student Clearinghouse: (10%)

  • Respond to daily enrollment and degree verification requests for assigned students from third parties through the National Student Clearinghouse, and serve as a subject matter expert for other staff.
  • Serve as a subject matter expert on the various error reports and methods for resolution.
Qualifications

REQUIRED QUALIFICATIONS:

  • BA/BS degree plus at least four years of relevant experience, or master's degree plus two years of relevant experience.
  • Ability to work on campus; this position has hybrid opportunities but does require a minimum of three days in-office support on a weekly basis.

PREFERRED QUALIFICATIONS:

  • Previous supervisory experience.
  • Demonstrated knowledge of University policies and procedures.
  • Possess knowledge of the Family Education Rights and Privacy Act (FERPA).
  • Must be able to use professional judgment to solve problems related to each function.
  • Proven excellent communication and customer service skills; must be able to initiate and answer. correspondence from faculty, staff, and students.
  • Proven ability to interpret and follow general guidelines and establish priorities.
  • Proven ability to independently resolve problems and make recommendations.
  • Proven ability to consult with and/or advise students on records, registration, certification, or related problems.
  • Commitment to the mission of Academic Support Resources and a diverse and inclusive environment.
About the Department

The mission of Academic Support Resources (ASR) is to make a positive difference in students' lives. This mission includes the entire UMN system, of which ASR provides significant support to each campus and values their collaboration to improve the student experience. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better able to serve and represent our University community by ensuring we value differences and individuality.

The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem solving/analysis, development, leadership, teamwork, and customer service.

The Office of the Registrar (OTR) manages all aspects of current and historical student academic records. As stewards of the University's academic records, we ensure accuracy and integrity, protect student data, and enforce the standards set by University policies and procedures and state and federal laws. OTR is made up of the following teams: records & enrollment, service operations, degree audit & transfer evaluation, quality assurance, and non-credit systems & alternative credentials. Each serves as a resource for students, faculty, and staff.

Benefits

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

  • Competitive wages, paid holidays, and generous time off
  • Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
  • Low-cost medical, dental, and pharmacy plans
  • Healthcare and dependent care flexible spending accounts
  • University HSA contributions
  • Disability and employer-paid life insurance
  • Employee wellbeing program
  • Excellent retirement plans with employer contribution
  • Public Service Loan Forgiveness (PSLF) opportunity
  • Financial counseling services
  • Employee Assistance Program with eight sessions of counseling at no cost
  • Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Please visit the Office of Human Resources website for more information regarding benefits.

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About the U of M

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).

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