Director Administrative and Student Support Services

Location
Houston, TX
Posted
Oct 05, 2017
Institution Type
Community College
The Organization

Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. We're proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.

The Team

Some of the brightest minds in academics and business are choosing HCC as their teaching home. When you join our talented faculty team, you'll play a special role as teacher, mentor and academic advisor. We'll support you in your professional development as you contribute your knowledge and expertise to HCC, our students and the community.

We are currently seeking an Director Administrative and Student Support Services who will advance the institution's proud tradition of excellence in academics, student life and community service.

The Opportunity

You: You have excellent time management skills and you really shine in diverse, complex and fast-paced environments.

SUMMARY

Provide district wide leadership for supporting critical back office and student support processes in the Division of Extended Learning. Responsibilities include the development and implementation of standards and systems to enhance quality, consistency, and efficiency. Facilitate and encourage continual improvement processes focused on making the operation more effective and flexible. Ensure that projects are prioritized and deadlines met to achieve executional excellence, including collaboration with all major units in DEL.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Leadership:

1. Benchmark, develop, implement and evaluate standards of practice, including operations management, forecasting, fleet management, compliance and records management;

2. Responsible for the generation, maintenance, and analyses of non-instructional databases: (a) database to track complaints and complaint resolution, (b) current customer profile and (c) facilities/course offering database to track facility usage and course offerings by location. Devise strategies to improve the student experience based on data collected;

Compliance:

3. Credential all faculty members in accordance with Southern Association of Colleges and Schools regulations;

4. Submit for approval to Texas Higher Education Coordinating Board (if needed) and maintain list of approved courses with descriptions and associated pricing;

5. Maintain current course syllabi for the Division;

6. Monitor faculty and part time staff workload compliance;

Administration:

7. Systematically evaluate processes and procedures and recommend strategies to improve their efficiency, effectiveness and adoption;

8. Educate staff on statistical methods for process and performance assessment and improvements;

9. Develop and maintain Division operational processes handbook and fact book;

10. Manage customer conversion and customer services processes including application, registration, payments, refunds, course creation and records management, process mapping and customer complaint response analysis;

11. Coordinate contract logistics and MOUs;

Strategic and Operational Planning:

12. Engage in strategic and operational planning that drives performance in alignment with institutional goals;

Student/Client Support:

13. Enhance and manage student support services functions such as financial aid, current student complaints, etc.;

Facilities and Scheduling:

14. Coordinate asset management for the Division including annual inventory. Resolve equipment location issues;

15. Facilitate solutions for instructional space and office facility requests;

16. Oversee schedule production;

17. Work closely with College Operation Officers and campus managers to ensure that class scheduling software is used in the scheduling of CE courses and that adequate facilities are available for CE;

Fiscal:

18. Manage financial and budgetary activities including requisitions, budget planning, and payroll for staff;

Evaluation:

19. Conduct performance evaluations on direct reports. Support and encourage professional development opportunities related to job performance; and

Relationships:

20. Build and maintain excellent working relationships within the Division of Extended Learning and the greater HCC community.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

EDUCATION

Bachelor's degree in related field required. Master's degree in Business or a related field preferred.

A focus in Operations Management, Statistics, or Business Modeling preferred.

EXPERIENCE

Five (5) years' experience related to process improvement, administrative, operations management, and/or student support services in higher education with extensive supervisory experience required.

Experience in customer lifecycle management for a multi-campus community college, Administrative operations and/or student support services work related to continuing education, corrections education or apprenticeships preferred.

KNOWLEDGE, SKILLS AND ABILITIES
  1. Proven ability to build trusting relationships with a wide variety of internal and external stakeholders by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions;
  2. Able to utilize computer technology to access data, maintain records, generate reports and communicate with others (Proficiency in Microsoft Office suite);
  3. Demonstrated ability to work effectively with others by practicing punctuality, respect for deadlines, employing proactive behaviors, collaborative problem solving, and honest communication;
  4. Able to work independently; Eagerness to learn and willingness to be mentored;
  5. Willingness to embrace the thrill and challenge of a rapidly changing environment and the opportunities this presents;
  6. Excellent oral, written and interpersonal communications skills with the proven ability to display empathy and positive regard for others;
  7. Strong group facilitation, analytical, and organizational skills;
  8. Knowledge and understanding of the principles of organizational learning and continuous quality improvement;
  9. Extensive knowledge of and successful experience applying customer lifecycle management principles, techniques and tools;
  10. Deep knowledge of and experience working with diverse target populations including men and women ages 18-34; and
  11. Deep understanding of marketing levers and tactics with a proven track record of delivering value related to business goals.

OUTCOMES
  1. Generate 4,125 enrollments monthly through lead conversion;
  2. Increase show rate by 10%;
  3. Decrease cost per start by 2%;
  4. Maintain division operational efficiency at 80%;
  5. Maintain a job placement rate for completers of 85%;
  6. Decrease customer compliant mean time to resolution and time to acknowledgement/ time to response by 2%;
  7. Increase our Net Promoter Score by 5%; and
  8. Maintain the number of WECM and faculty credentialing non-compliance events at 0.

Next steps: If you always have the student experience in the forefront of your planning and execution, if you're a collaborator, an innovator and a person who gets things done, apply today!

Location

Houston is a city with limitless possibilities:

  • Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City's 55.
  • 145 languages are spoken here.
  • Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
  • Houston is a major-league sports town, and don't forget the annual Houston Livestock Show & Rodeo.
  • The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
  • World-renowned medical care. The Houston metro area has long been known for its first-rate health care system, with many Houston area hospitals consistently ranking among the nation's top institutions.
  • With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston's cultural scene.
  • Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.

    If this sounds like the role for you and you're ready to join an amazing team, please apply right away.
  • Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran's status. The following person has been designated to handle inquiries regarding the non-discrimination policies
    David Cross, Director EEO/Compliance, Title IX Coordinator
    Office of Institutional Equity


    PO Box 667517

    Houston TX, 77266

    713 718.8271 or Institutional.Equity@hccs.edu

    HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.
    Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565


  • This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

    This job description may be revised upon development of other duties and changes in responsibilities.

    PI99697268