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The Trustees of Columbia University in the City of New York Director-Student Service Center in New York, New York

  • Job Type: Officer of Administration- Regular/Temporary: Regular- Hours Per Week: 35- Salary Range: $90,000 - $120,000The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.Position SummaryReporting to the Deputy University Registrar, the Director is responsible for the management, guidance and direction of the Student Service Center (SSC) and ID Center operations on the Morningside Campus, with a focus on Customer Service and Operational Excellence. Responsibilities include operational activities, service delivery activities, and escalations to ensure the accurate and timely resolution of incidents and relationships with key stakeholders. This position is responsible for administering and overseeing academic transcript and certification production, student account adjustments, course schedule adjustments (add/drops) student billing, student refunds, late fee adjustments, W9S processing, and ID distribution services. Serves as an organizational expert for student account and registration transactions within the Registrar and Student Financial Services units as well as within the various schools and academic departments. Implements monitoring processes and quality controls to ensure timely identification of potential service problems and to ensure that appropriate staff training and resource tools are provided.Responsibilities- Supervises the staff in the SSC & ID Center responsible for prompt response to in-person, telephone, and electronic inquiries, ensuring service level standards are maintained.- Manages the training, development, and coaching of staff on all aspects of policy, customer care, and client satisfaction.- Oversees staff recruitment, performance, and development- Promptly and effectively addresses all service and performance issues that arise. Provides daily reports to the Deputy University Registrar.- Guides the Assistant Director, Student Service & ID Center in monitoring flow of work and makes continual adjustments.- Manages the relationship and is the primary liaison with the University's 3rd party phone service to ensure service levels are maintained- Plans the opening of each semester and summer sessions to ensure high-quality service to constituents.- Identifies gaps in existing processes and procedures and makes recommendations to senior management on addressing these gaps related to customer concerns, issues as a result of information communicated by service.- Initiates updates to the SSC website, web content, or written documentation to support ongoing improvement of customer service with the Associate Director, Strategic Communications; identify appropriate communication for constituents- Communicates with senior management to evaluate and analyze service data in order to solve problems; proactively proposes ways to enhance service and streamline processes- Identify issues impacting performance and customer services; develops, implements, and maintains process and procedures for maintaining customer service consistency and accountable for meeting, measuring, and reporting against metrics and service level agreements- Responsible for the strategic direction of the Student Service and ID Center, including the planning of staffing needs, based on the evaluation of the data associated with customer service levels.- Ensures existence of written documentation of all applicable policies, procedures, and practices. Monitors and ensures compliance with University, federal, state, and departmental policies, procedures, and regulations.- Builds and develops collaborative relationships with key University colleagues, academic, administrative, and financial departments throughout the Morningside campus community relating to SSC and ID Center services to define areas where the SSC can be a continued business partner. Participates in related task forces with the responsibility of reviewing and implementing improvements and modifications for seamless service delivery.- Works with management and Information Technology to support the Student Service Center in the implementation and maintenance of the interactive phone system and Customer Relationship Management System Provide effective leadership to team members and foster an environment of continuous improvement and customer service- Performs related duties and responsibilities as assigned/requestedMinimum Qualifications- Bachelor's degree- Minimum of five years of related experience is required.Preferred Qualifications- Advanced degree preferred.- Higher education experience, experience within a Registrar, Bursar, Financial Advising or Financial Aid Office, or experience in other large, complex organizations preferred.- Experience with production enterprise applications and reporting and data analysis tools such as those used in the Office of the University Registrar and Student Financial Services (SFS) office including Nelnet and OnBase, is desired.- Proficiency in Microsoft Office (Word, Excel, PowerPoint), along with a working knowledge of database reporting tools including SQL and Access preferred.- Student Information System knowledge is highly desirable.Other Requirements- Excellent customer service orientation and skills, and a demonstrated ability to work in a high-pressure, fast-paced, changing environment.- Strong work initiative skills are essential qualities.- Strong communication and team-building skills required.- Ability to prioritize and manage multiple tasks under short and changing deadlines is essential.- Demonstrated analytical and organizational skills are required.- Candidate must possess strong written and oral communication skills.- Candidate must have the ability to work independently as well as in a collaborative manner.- High level of decision-making ability and judgment are required.- Proven ability to supervise, train, and develop a staff capable of meeting and exceeding their goals & objectives.- Must have the ability to create, implement, and update policies and procedures.- Proficient computer and database skills required.- The successful candidate must be able to work well with all levels of staff and management, including a diverse group of University administrations, both internally and externally, is flexible in nature, with an open and collaborative style that encourages teamwork and cooperation beyond the immediate team.- Must be a strategic thinker, with an open and collaborative style that encourages teamwork and cooperation.- Must possess a passion for excellent customer service and commitment to exceptional quality.Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents.

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly

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