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Director, Cal Student Central (0322U) - 63733

Employer
University of California, Berkeley
Location
San Francisco

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Director, Cal Student Central (0322U) - 63733 About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

The mission of Cal Student Central (CSC) is to make a positive difference in students' lives. A component of a Cal student's experience on campus is ensuring the smooth and effective administrative management of their experience. Proper information on matriculation and other administrative procedures ensure Cal students have the information, records, and finances they need to succeed.

To that end, Cal Student Central (CSC) provides students with one central location where they can get accurate and timely answers to their questions about enrollment, registration, financial aid, billing and payments, and other related services that are now offered in different departments and in different locations across campus.

Application Review Date

The First Review Date for this job is: January 31, 2024

Responsibilities
  • Manages operations of Cal Student Central, made up of professional career staff and student workers implementing the highest level of customer service.
  • Utilizes best practices in collaboration with other managers in the Office of the Registrar, Billing and Payment Services, Financial Aid and Scholarships, University Health Services, Admissions, Student Information Services, and the Graduate Division to optimize operations and resources.
  • Aligns goals of the department and division to the management of the team and supports the 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, virtually, on the phone, and via the web.
  • 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 (FASO, OR, OUA, and BPS) as well as service partners (SA Bus Ops, SAIT, SA Comms) to ensure service delivery.
  • Troubleshoots global unit operational issues and resolves all departmental service issues through direct reports or in person as necessary.
  • 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 the 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 as well as unit benchmarks.
  • 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.
  • Manages institutional research and analysis for functional areas.
  • 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 provide better service to organizational management, faculty, 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 on the Financial Aid and Scholarships management team 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 periodic reports to A&E Directors and other University leaders as needed.
  • 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, 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
  • Minimum 3 years experience directly supervising, managing and training a team.
  • Knowledge of advising and counseling techniques as well as experience with active listening, negotiation, problem solving, organizing, multitasking, as well as written and verbal communication.
  • Knowledge of policies, regulations, and practices for awarding financial aid and/or providing quality student service.
  • Demonstrated experience in managing, 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 Student Information System, Berkeley Financial System, 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 the same in others.
  • Strong interpersonal skills.
  • Demonstrated political acumen in higher education setting.
  • Demonstrated experience to develop original ideas to solve problems using persuasion and leadership.

Education/Training:
  • Bachelor's degree in related area and/or equivalent experience/training.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary range that the University reasonably expects to pay for this position is $112,000.00 - $122,000.
  • This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
  • This position is exempt and paid monthly.
  • This is a hybrid position, eligible for 30% remote capability.

How to Apply

To apply, please submit your resume and cover letter.

Diversity Statement

Please include, as part of your application a brief (1-2 paragraph) statement on your contributions to diversity, equity, inclusion, and belonging in your professional experience.

Advancing diversity, equity, and inclusion are fundamental to our UC Berkeley Principles of Community, which states that “every member of the UC Berkeley community has a role in sustaining a safe, caring, and humane environment in which these values can thrive."

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.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

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, please see the U.S. Equal Employment Opportunity Commission poster.



For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.



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=63733&PostingSeq=1









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