Dir. of Customer Resolution and Quality Management

Location
Chicago
Posted
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: This position is responsible for helping to ensure the day-to-day business operations of the Shared Services Office run smoothly. He/She will direct help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO. This individual will report on the overall operations and performance of the SSO in collaboration with the Executive Director. This position is key in managing the relationship between SSO and its customers. This includes delivering on the service quality promise by working with the other functional leads to provide ongoing training and development for all shared services staff, developing and executing on SSO operational metrics (performance management, customer satisfaction) and working in partnership with the SSO Leads and Executive Director to report performance and improvements to key stakeholder groups. Essential Functions: Process: - Monitor and track operational, transactional, performance, and compliance reporting, providing reports to SSO leadership - Implement system of sustained continuous improvement initiatives to regularly review and update established business processes and metrics - Support the SSO Leadership in identifying and implementing opportunities for continuous improvements in processes, systems, and procedures - Review SSO organization-wide, team, and individual employee metrics to identify trends and coordinate with the SSO team leaders to identify, implement, and track remediation actions Leadership: - Ensure the Shared Services' Customer Experience philosophy guides the team's work, decisions and interactions with the campus community - Manage professional staff who assist with knowledge management, document management, performance management, and quality management - Create a learning and development environment for managers and staff with one-on-one meetings, team building exercises and coaching in the moment - Ensure accountability for service level agreements and quality performance - Develop and monitor operational and budget processes, as well as staff and space planning - Participate in short and long-term strategic planning processes Relationship Management: - Conduct client facing meetings on a regular basis to ensure client satisfaction and/or identify opportunities for improvement - Serve as relationship manager for designated Schools/Units/Departments - Develop strong partnerships with customers and other key stakeholders to assure SSO is the "go to" University resource for administrative services - Actively participate in User Groups, Advisory Committee, when appropriate and support the overall governance structure - Partner with SSO Function Leads to develop measures of success and review SSO performance reports; review reports monthly with unit leadership

Unit Education: Required Education: - Bachelor's Degree in Business Administration or related field Desired Education: - Master's Degree in Business Administration or related field

Unit Experience: Required Experience: - 7-10 years of experience managing a team - Experience in implementing a sustained continuous improvement culture that includes customers, training, service management, relationship management, and communications - Experience leading a recently developed customer facing organization that will transform as model improvements are implemented Desired Experience: - Five or more years of Total Quality Management, Training and other continuous improvement programs - Project/Program Management or Shared Services organization experience - Five or more years of experience with implementing change in a large organization or higher education institution - Experience with high performance work systems - Familiarity with administrative processes, procedures, and systems in a university setting - Finance, Procurement, or Human Resources experience preferred

Unit Job Function Competencies: - Excellent client facing skills and the ability to interface at all levels in an organization - Excellent analytical and quantitative skills and ability to interpret data sets - Able to work in a matrix organization, partnering with resources to achieve results through others - Able to develop and maintain effective relationships with a broad group of stakeholders in order to foster trust and influence key decisions - Exceptional communication skills to create an atmosphere in which information flows smoothly through the organization in a timely manner - Ability to address difficult issues and guide others toward the accomplishment of identified, meaningful goals - Strong mediation skills to facilitate a constructive approach to dealing with conflict - Ability to sell ideas persuasively without damaging relationships; can be both direct and forceful while remaining diplomatic - Ability to lead and influence peers and accomplish goals through people who are not direct reports