Executive Director of Operations

May 13, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago Shared Services Office (SSO) is a customer service organization focused on providing user-friendly, high quality and cost effective administrative services to the university community. The SSO offers key procure-to-pay and human resource transaction services to customers through consistent processes and enabling technology.

Unit Job Summary: The Executive Director of Operations for Shared Services will direct operations while providing visible and effective leadership over all areas of Shared Services in a manner that ensures that operational excellence and customer satisfaction are the primary focus for current and future work. He/She will set goals and objectives for the SSO and oversee performance across all operations, including internal operations and customer-facing functional areas. This individual provides direction and leadership for the SSO and is responsible for cultivating a learning organization that promotes a customer service, high quality and continuous improvement culture. This includes ensuring employees at all levels are able to support the unique needs found within a higher education institution. The Executive Director defines the strategy and future growth plans of Shared Services, with a goal of developing the scope and lines of business as appropriate. They must coach and develop the leadership team to assure appropriate leadership succession and to provide an employee focused and learning staff environment. They will promote development and learning opportunities, and cross-training throughout the organization. In addition, the Executive Director is responsible for ensuring the implementation of appropriate business processes and internal controls, fostering healthy relations with University partners, and cultivating a positive and trustworthy reputation for the SSO. Essential Functions: Process: - Ensure all business processes are documented and executed appropriately, are cost effective, contain appropriate controls, and incorporate best practices - Establish and perform to standards set in Service Level Agreements (SLAs) with academic and administrative units to deliver transaction processing and analytical services - Plan and oversee SSO tracking and reporting of performance metrics and quality outcomes - Ensure all functional areas of the SSO are focused on providing user-friendly, high quality, responsive and accurate administrative services levels o Aligning actions and goals to the mission, vision and guiding principles o Assuring performance management (including measures) is robust at all levels o Establishing accountability at all organization levels o Creating and maintaining an engaging, collaborative, performance-focused work environment - Lead continuous improvement efforts to ensure ongoing operational improvements spanning process and system across central administrative units that are related to SSO scope of services - Identify and implement leading technology solutions to support the SSO infrastructure and operations - Responsible for SSO strategic planning and goal setting, annual budget development, staff planning, and SSO staff performance management processes Leadership: - Develop and implement strategy and plans for growth, expansion, and sustained continuous improvement - Manage day-to-day operations while providing visible and effective leadership to SSO team leads and university administrative leaders - Promote a customer service focused organization to facilitate development of staff functional expertise, on-going quality training for all staff, and periodically gauge employee/end user satisfaction - Coach and develop the leadership team to assure appropriate leadership succession Relationship Management: - Actively promote the Shared Services Office and manage escalated customer concerns - Cultivate strong partnerships with academic and administrative leadership and stakeholders to garner their insights, input, advice and feedback - Represent the SSO throughout the university through established governance committees - Establish the SSO as a "go to" university resource for providing the highest quality administrative services

Unit Education: - Bachelor's Degree in Business Administration or related field (required) - Master's Degree (preferred)

Unit Experience: Required Experience: - Minimum 7-10 years of progressive leadership experience in large scale organizations - Experience in planning, implementing and/or managing a Shared Services Office - Proven ability working on back office transformation programs with skills in communication and change management Desired Experience: - Previous experience in a higher education setting - Familiarity with administrative processes, procedures, and systems within a university setting - Finance, Procure-to-Pay, or Human Resources experience preferred - Experience working in a complex, decentralized university setting - Experience in establishing quality management programs - Proficiency with Enterprise Resource Planning (ERP) or complex integrated HRIS systems required (preferably Workday)

Unit Job Function Competencies: - Exceptional work ethic - High degree of professionalism - Leadership experience in a higher education setting, especially at a leading academic or research University - Demonstrated success in building collaborative relationships with diverse stakeholders - Demonstrated ability to incorporate innovative practices into the workplace - Innovative, flexible and creative - Ethical and unquestioned integrity - Possess exceptional strategic as well as tactical skills. Has a "big picture" outlook and is able to help the University achieve strategic goals

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