Director, Cal Student Central (0322U) 1671 - 1671 About Berkeley

The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptance—academic and artistic, political and cultural—make it a very special place for students, faculty and staff.

Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.

Departmental Overview

Cal Student Central (CSC) reports to Financial Aid and Scholarships and provides advising and assistance for students who have questions related to financial aid and scholarships, student billing, registration, transcripts, veteran's services, residency, and receives documentation on behalf of those services as well as the Office of Undergraduate Admissions.

This position serves as a liaison to other university offices which are critical to student success, such as University Health Services, Educational Opportunity Program, and the College of Letters and Science.

This position involves a wide range of leadership duties and responsibilities and serves as an Assistant Director in the Financial Aid and Scholarships Office and is the Director of Cal Student Central, the campus' student administrative one-stop shop.


Responsibilities

Overview:

The Director of Cal Student Central manages a centralized student services unit or a group of student services advisors in a department, school, or college. Formulates policies and procedures for the student services program. Develops the long term organizational goals of the unit. Manages the financial and human resources for the program.

The Director is responsible for the efficient and well-functioning administrative services location called the “student one stop shop”. This important campus unit is ultimately responsible for supporting 40,000 students, their parents/family members and staff members in other campus offices. The Director also provides direction to the CSC Leads, Student Services Advisors,and student employees in Cal Student Central and leads the creation of all service provisions in Cal Student Central, whether in person, on the phone or via web.

Lastly, the Director makes recommendations for business needs met by technology tools and is responsible for a staff of 16+ FTE and a total budget of $1.86M. The Director is also responsible for ensuring that the CSC has the latest tools for maintaining high levels of customer service techniques. The Director is responsible for understanding, communicating and implementing any federal and state matriculation compliance rules for financial aid, enrollment, billing and refunds for the CSC Unit.

• Manages operations of the Cal Student Central, made up of professional career staff, contract staff members, and student workers implementing the highest level of customer service.
• Utilizes best practices in collaboration with other managers in Office of the Registrar, Billing and Payment Services, Financial Aid and Scholarships, University Health Services, Admissions, Student Information Services, and Graduate Division to optimize operations and resources.
• Aligns goals of the department and division to the management of team and supports departmental implementation of strategic planning initiatives, including those related to outreach and student engagement.
• Develops and monitors appropriate metrics and quantitative and qualitative performance measures.
• Addresses and resolves issues escalated by subordinate staff or referred by leadership.
• Develops interprets and implements the registration and matriculation service offerings of Cal Student Central for the entire campus ensuring delivery of quality customer service to all Berkeley students (both graduate and undergraduate, summer visitors and regular terms) in person, on the phone and on line.
• Interprets federal and state regulations and campus policies to ensure the Unit's services provided are in compliance.
• Administers student services programs.
• Works as the direct liaison between Cal Student Central and partner offices (Office of the Registrar, Billing and Payment Services, Financial Aid and Scholarships, and Undergraduate Admission) as well as service partners (Business Operations, Information Technology, Communications) to ensure service delivery.
• Troubleshoots global unit operational issues and resolves all departmental service issues through direct reports or in person as necessary.

SUPERVISION:

• Provides direction to subordinate supervisors and/or staff.
• Makes decisions on performance, salary actions, hiring, and other human resources related issues of managed staff.
• Conducts regular check-ins with direct reports and entire CSC team to share updates and provide learning opportunities by reviewing challenging cases and changes to policies.
• Creates documentation and training tools for the unit as needed to help facilitate changes or updates to administrative/matriculation or service needs
• Ensures that team members meet service-level agreements established with partner offices.
• Participates in the development of policy and strategies for recruitment and retention of students through student support functions.
• Participates in the conception, development, and implementation of communication and outreach functions.

CAL STUDENT CENTRAL STRATEGIC PLANNING & ANALYSIS:

• Manages institutional research and analysis for functional area.
• Participates in interpreting complex historical data and forecasts.
• Based on quantitative and qualitative data collected on a daily basis, evaluates the effectiveness of advising in Cal Student Central recommends and makes changes to the program to provide better service to organizational management, faculty, and students, staff, and parents.
• Recognizes strategic, compliance and operational issues that have campus impact or future implications on Cal Student Central's work by serving as a member of the Student Affairs Divisional Cabinet, and on division-wide working and planning groups, as well as convening working groups with partner office representation, and advises the managed employees accordingly.
• Provides weekly reports to A&E Directors.
• Participates in planning and utilization of staff and communication resources to determine the most effective distribution of staff and resources to align with University goals.
• Plans, develops, and administers the Cal Student Central budget for the organization.
• Represents the Cal Student Central Unit to the campus community and relevant external constituencies, such as Salesforce and QLess, as well as campus offices with outside partner triads such as University Health Service, Letters and Sciences, and the Educational Opportunity Program.
• Develops a professional development plan and participates in development activities, such as attending classes, joining organizations, working on special projects, and serving on departmental or campus-wide committees, in order to enhance expertise in job areas.

Required Qualifications

Advanced knowledge of advising and counseling techniques as well as experience with active listening, negotiation, problem solving, organizing, multitasking, written and verbal communication.

Advanced knowledge of policies, regulations, and practices for awarding financial aid and/or providing quality student service.

Advanced knowledge of techniques for recruitment and retention of students through student services, yield events, etc.

Demonstrated experience in managing or supervising and training staff from a diverse range of backgrounds, varying experience, etc. in a fast paced, front-line service environment.

Demonstrated ability to collaborate with a diverse range of internal and external constituents and foster positive working relationships to achieve desired outcomes.

Ability to quickly acquire advanced knowledge of University policies, processes, and procedures, including those related to supervising employees.
Ability to quickly acquire advanced knowledge of University-specific computer application programs such as SIS, BFS, CampusLogic , Slate, Salesforce, QLess, and knowledge of University and departmental principles and procedures evaluating risks as to likelihood and consequences.

Student centered, results oriented customer service philosophy and ability to instill same in others.

Ability to independently and proactively monitor and assess people, processes and services using quantitative and qualitative data to implement improvements.

Strong interpersonal skills.

Demonstrated political acumen in higher education setting.

Experience leveraging advanced technology to track trends and streamline operational processes.

Demonstrated experience in project management, social perceptiveness to be aware of others' reactions and understanding why they react as they do.

Demonstrated experience to develop and maintain positive working relationships with staff on a broad range of levels.

Demonstrated experience to develop original ideas to solve problems using, persuasion and leadership.
Demonstrated experience to hire, train, motivate, and manage a large direct customer service staff.

Minimum 3 years experience directly supervising, managing and training a service team of at least 5 FTE.

Salary & Benefits

Salary is commensurate with experience. Hiring range is $87,000 - $105,000/annually.

For information on the comprehensive benefits package offered by the University visit:

http://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

How to Apply

Please submit your cover letter and resume as a single attachment when applying.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=1671&PostingSeq=1





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