Job location: Franklin Building

Employment Type: Full-time
Posted data: 2021-05-12
Req: JR00031068
University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior Director of Student Service Center - Division of Finance

Job Profile Title

Director E

Job Description Summary

The Senior Director of Student Service Center is a member of the Senior Management team reporting to the Executive Director of Student Registration and Financial Services. This position will provide leadership to this recently transformed organization and in launching the newly designed service delivery model, including opening newly renovated space. The position is directly responsible for the following areas: Student Service Center (One Stop), Document Imaging and Data Management/Mail Services. The Senior Director is expected to be a visionary leader, effective manager, and committed to improving student services providing operational excellence across all service delivery methods, including services provided by phone, visits, and via email/chat. The Senior Director ensures that the Student Service Center provides seamless, integrated cross-functional service in the areas of registration services, financial aid, billing and payments, and veteran benefits/certification to all University constituents including students (prospective, current, former, and alumni), parents/families, staff, faculty, and other campus community members.

The Senior Director will manage work operations and staff for the One Stop, including the adherence to and development of procedures in accordance with university policies, goals and objectives. Ensure protection of sensitive information, enforcement of FERPA, and that University policies and protocols are followed.

The Senior Director is responsible for tracking and reporting the effectiveness of all services provided, as well as ensuring continuous improvement of policies, procedures, and practices.

Acts as a liaison between departments; proactively works and meets regularly with designated representatives of other departments to obtain and understand information and disseminate new processes; actively engaged in ongoing communication with the Service Center, as well as the Offices the University Registrar, Student Accounts and Financial Aid. The Senior Director is responsible for promoting collaborative partnerships and relationships within SRFS and the Penn community (schools, administrators & student organizations).

Works with leadership, subject matter experts and team for training content needed for current/future operational needs. Identifies training needs and gains knowledge of work situations to better understand changes in policies, procedures, regulations, business initiatives and technologies; contributes to improvements by identifying training gaps and participating in the creation of training content.

In the Division of Finance, we recognize diversity and inclusion is paramount to a positive and thriving work environment; it is a business imperative. We are committed to actively fostering diversity, inclusion and cultural competency throughout our operational efforts in the Division of Finance. This role will be critical in supporting those efforts and demonstrating behaviors and competencies that reflect Penn's values.

We take pride in the myriad ways that diversity enriches our curriculum, and the cultural and social life of our campus. Penn's commitment to achieving eminence through diversity is ultimately a commitment to creating a more vibrant university so that our graduates will be both stimulated and empowered to shape a better world.

Job Description

Responsibilities and Duties:

Provide vision, leadership, and management of the staff and operations of the Student Service Center (SSC), including Veterans and Military benefits coordination and service, Data Management, Document Imaging and the to ensure effective and efficient delivery of service.

• Oversee and support the daily needs of the SSC. Direct the delivery of superior customer services to students represented by the three functional offices of Financial Aid, Registrar, and Student Accounts. Leads and directs team members in their accountability and achievement of assigned duties while providing accurate information to students regarding financial aid, veteran military and affiliated support, payments, billing, and registration services.

• Work with SSC management team and counselors to provide the necessary tools, training, and resources to perform their jobs efficiently and effectively. Coach, counsel, mentor, and motivate. Encourage professional development and provide performance management, supervision, and training for Counselors and Associate Director.

• Lead discussion of service related issues with SSC team and functional office leadership. Utilize quality assessment tools (SLA) to ensure that all processes are delivering the desired outcome and level of service. Recommend policy and procedure changes that reduce or eliminate unnecessary hurdles while maintaining compliance and operational efficiencies.

• Plan and coordinate hiring, orientation, training, and assessment activities of staff.

• Ensure timely, consistent, and customer-friendly responses to all constituents.

• Ensure the security and confidentiality of all student record information and submitted documentation to comply with Family Educational Rights and Privacy Act (FERPA).

• Encourage diversity, belonging, and inclusion in the workplace.

• Monitor staff and departmental performance with a keen focus on customer service and continuous quality improvement.

• Develop, implement and monitor overall mission of SSC, including collaborating with the offices of Financial Aid, Registrar, and Student Accounts to develop and refine student-centric policies and procedures.

• Serve on committees and task forces as a representative of the Student Service Center.

• Provide on-going development of One Stop representation at student, department, schools, parent orientation and other outreach efforts.

• Build partnerships within the University community. Work cooperatively and collaboratively with schools and administration to promptly resolve student, staff issues and concerns.

• Participate in state, regional, and national professional organizations: AACRAO, NASFAA, NACUBO, ISSP, etc.

• Develop and implement innovative ideas for providing excellent customer service

• Develop new and innovative technology ideas and/or process solutions to enhance student services that meets the changing needs of students.

• Lead on-going strategic planning efforts in SSC by collecting internal and external customer feedback, analyzing impact on key department and University goals, and charging committees to execute the strategic initiatives identified.

• Develop organizational performance metrics to better serve students, find new ways to be more operationally excellent in the work we perform

• Ensure service standards are consistently met.

• Recommend and evaluate technical enhancements and tools to further the advance of excellent service delivery

• Lead projects that strategically enhance Student Services and University goals

• Development of effective and efficient ways to enhance and streamline document imaging and data management processes within in areas of SRFS (Records, Financial aid, etc.) and, schools and departments.

• Expand document management use via workflow, OCR and other technology innovations.

• Other duties as assigned.

Role Qualifications:

Bachelor's degree required Master's degree preferred

• A minimum of 8-10 years of management experience in registration services, financial aid, student accounts (bursar), or another student-focused area

• Experience with Ellucian Banner systems preferred

• Demonstrated strong experience managing and leading a team/staff in high volume setting within Higher Education or related functions

• Customer-service orientation with a focus on excellence

• Demonstrated ability to work independently and as a colleague, think creatively, take initiative and use sound judgement under pressure

• Proficiency in higher education technologies, reporting tools, and associated applications along with planning experience and a proven track record of accomplishments.

• Proven ability to interpret and implement university, state, and federal policies as it pertains to operational success

• Strong communication and interpersonal skills

• Ability to work collaboratively with all community stakeholders

• Demonstrated ability to work with diverse populations and a commitment to diversity and inclusion

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Division of Finance

Pay Range

$108,411.00 - $205,981.00

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay