Northern Arizona University
Director, OSFA Client Services
Northern Arizona University, Flagstaff, Arizona, United States, 86004
Workplace Culture
NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.
Special Information
Given the front-facing nature of this unit, this is an in-person position on the Flagstaff, AZ campus, with opportunity for one remote day per week after the first six months of employment.
This position is posted as Director, OSFA Client Services which is a working title. The NAU system title for this position is Director, Enrollment Management.
This position will require occasional travel, weekend and overtime work.
Applicants are asked to submit a résumé and cover letter in which they discuss experience in cross-departmental collaboration as well as leading staff through a complex change.
Job Description
The Office of Scholarships and Financial Aid (OSFA), within the division of Enrollment Management (EM), seeks an experienced, collaborative leader to serve as the Director of Client Services. OSFA awards over $400 million in financial aid each year and this unit is responsible for the front-facing, direct student contact aspect of the department. This position plays a leadership role in the development of policies and procedures designed to maintain compliance while providing excellent customer service in all areas of financial aid. The areas of responsibility within the Client Services unit include federal, state, and institutional programs such as Federal Work-Study, Satisfactory Academic Progress, Professional Judgement appeals, TEACH Grant, Arizona Teachers Academy, Consortium Agreements, and Earn to Learn; all front-line operations and case management; and scholarships including NAU, Foundation, private, and tribal aid.
The Director of Client Services works closely with the Director of Operations and Compliance to maintain consistency of service to students, equitable working conditions for staff, and aligned policies and procedures to ensure department compliance at all times. The Director serves on OSFA and EM leadership teams and maintains strong, positive relationships with division and campus partners for recruitment and retention efforts and demonstrates a full understanding and active participation in fulfilling the mission of the organization. Campus partners include, but are not limited to: University Admissions, Office of the Registrar, Student and Departmental Account Services, Student Affairs, academic departments, Center for International Education, and Disability Resources.
Northern Arizona University serves over 28,000 students, with 21,500 located on the Flagstaff Campus in Arizona and 6,600 students enrolled at 22 other instructional sites throughout the state and online. This position is located on the Flagstaff, AZ campus and reports to the Associate Vice President of Enrollment Management.
Personnel Management - 35%
Direct the operations of the Client Services unit within the department through leadership, supervision, guidance, training, and evaluation of two Assistant Directors and other Service Professional staff.
Provide significant influence over employment and rewards decisions and performance appraisals. Deliver recognition or corrective actions as necessary.
Review job descriptions and evaluate unit structure when filling positions.
Assist unit in setting individual and unit goals, both short and long term.
Ensure management of program budgets.
Maintain awareness of strengths & weaknesses of unit.
Allocate financial and non-financial resources to ensure staff efficacy and meet department needs.
Accountable for success of the unit.
Team Leadership - 20%
Coach, mentor, and motivate staff. Promote team effectiveness and camaraderie.
Seek professional development opportunities for staff to improve upon job-related skills.
As appropriate, train direct reports on targeted areas of Directors’ responsibility (department budgets, policies and procedures, committee work, reporting, and leadership skills) to prepare them for future promotion opportunities.
Review completed work and monitor reports to ensure accuracy and provide constructive feedback for improvement.
Resolve conflicts and consult with leadership for solutions and actions.
Department Leadership - 20%
Serve on the OSFA Leadership and Management Teams. Actively participate in and drive discussions related to staff issues, strategic planning, and goal setting. Provide regular updates on unit’s successes and opportunities for improvement.
Handle student/parent escalations in person or via phone; manage complaints received from the President’s office.
Develop strong working relationships within all areas of OSFA, with campus partners, and with community liaisons.
Serve as a resource for ideas and for resolving non-routine, complex problems related to departmental, compliance, and student issues.
Communicate clearly and in a timely manner across all modalities: phone, email, IM, Salesforce cases.
Develop, maintain, and implement assigned portions of departmental strategic plans.
Manage day-to-day operations of the unit.
Serve as designee in absence of the Associate Vice President.
Unit Management - 15%
Oversee all programs and processes within unit. In collaboration with Leadership Team, ensure system policies and procedures are in compliance with federal, state, and institutional rules and regulations.
Work as a team to evaluate, develop, and implement programs and practices designed to maintain compliance and improve efficiencies.
Apply proficient abilities in work design, project management, financial planning, and goal development.
Maintain a high-level awareness of updates and trends affecting all unit programs.
Demonstrate advanced knowledge and skills across multiple areas or functions.
Provide guidance, support, and empowerment for program development and improvement.
Oversee unit operations, prepare reports, and manage budgets, including setting priorities and monitoring and approving budget expenditures.
Support Department and Division Priorities - 5%
Support the missions of the department, division, and institution.
Participate in events supporting recruitment and retention.
Represent NAU in a professional manner at conferences, committee meetings, campus forums, etc.
Demonstrate ability to lead and to follow. Voice feedback or concerns appropriately.
Engage in discussions to improve processes, starting with a mindset of collaboration, creativity, and “Yes”.
Other - 5%
Perform other duties as assigned.
Minimum Qualifications
Bachelor’s degree.
5 to 7 years of administrative experience.
3 to 5 years of supervisory experience.
Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
Preferred Qualifications
Masters degree in education, business, human relations, or other related field.
Experience with PeopleSoft SIS, SalesForce CRM and ScholarshipUniverse awarding platform.
Experience working in a financial aid office and administering federal, state, institutional, and scholarship aid.
Experience with and understanding of Veterans education benefits.
Knowledge, Skills, & Abilities
Demonstrated ability to efficiently and effectively solve problems, initiate and implement projects independently, with a focus on streamlining services.
Excellent supervisory and training skills, as demonstrated by leadership experiences.
Skill in coordinating projects, evaluating data, and establishing priorities.
Demonstrated commitment to diversity and ability to work with a diverse student, staff, and faculty population.
Demonstrated capacity to adapt to change.
Skill in planning, organizing, and giving direction to meet desired office goals and objectives.
Excellent organizational, presentation, and communication skills.
Demonstrated ability to maintain confidentiality.
Extensive customer service experience.
Background Information
This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.
Salary
Salary range begins at $95,809. Annual salary commensurate with candidate's qualifications and related experience.
FLSA Status
This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.
Benefits
This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents.
Learning and Development
Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.
Immigration Suppt/Sponsorship
NAU will not provide any U.S. immigration support or sponsorship for this position.
Application Deadline
October 14, 2024 at 11:59 p.m.
How to Apply
To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline.
If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.
If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.
Equal Employment Opportunity
Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.
#J-18808-Ljbffr
NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.
Special Information
Given the front-facing nature of this unit, this is an in-person position on the Flagstaff, AZ campus, with opportunity for one remote day per week after the first six months of employment.
This position is posted as Director, OSFA Client Services which is a working title. The NAU system title for this position is Director, Enrollment Management.
This position will require occasional travel, weekend and overtime work.
Applicants are asked to submit a résumé and cover letter in which they discuss experience in cross-departmental collaboration as well as leading staff through a complex change.
Job Description
The Office of Scholarships and Financial Aid (OSFA), within the division of Enrollment Management (EM), seeks an experienced, collaborative leader to serve as the Director of Client Services. OSFA awards over $400 million in financial aid each year and this unit is responsible for the front-facing, direct student contact aspect of the department. This position plays a leadership role in the development of policies and procedures designed to maintain compliance while providing excellent customer service in all areas of financial aid. The areas of responsibility within the Client Services unit include federal, state, and institutional programs such as Federal Work-Study, Satisfactory Academic Progress, Professional Judgement appeals, TEACH Grant, Arizona Teachers Academy, Consortium Agreements, and Earn to Learn; all front-line operations and case management; and scholarships including NAU, Foundation, private, and tribal aid.
The Director of Client Services works closely with the Director of Operations and Compliance to maintain consistency of service to students, equitable working conditions for staff, and aligned policies and procedures to ensure department compliance at all times. The Director serves on OSFA and EM leadership teams and maintains strong, positive relationships with division and campus partners for recruitment and retention efforts and demonstrates a full understanding and active participation in fulfilling the mission of the organization. Campus partners include, but are not limited to: University Admissions, Office of the Registrar, Student and Departmental Account Services, Student Affairs, academic departments, Center for International Education, and Disability Resources.
Northern Arizona University serves over 28,000 students, with 21,500 located on the Flagstaff Campus in Arizona and 6,600 students enrolled at 22 other instructional sites throughout the state and online. This position is located on the Flagstaff, AZ campus and reports to the Associate Vice President of Enrollment Management.
Personnel Management - 35%
Direct the operations of the Client Services unit within the department through leadership, supervision, guidance, training, and evaluation of two Assistant Directors and other Service Professional staff.
Provide significant influence over employment and rewards decisions and performance appraisals. Deliver recognition or corrective actions as necessary.
Review job descriptions and evaluate unit structure when filling positions.
Assist unit in setting individual and unit goals, both short and long term.
Ensure management of program budgets.
Maintain awareness of strengths & weaknesses of unit.
Allocate financial and non-financial resources to ensure staff efficacy and meet department needs.
Accountable for success of the unit.
Team Leadership - 20%
Coach, mentor, and motivate staff. Promote team effectiveness and camaraderie.
Seek professional development opportunities for staff to improve upon job-related skills.
As appropriate, train direct reports on targeted areas of Directors’ responsibility (department budgets, policies and procedures, committee work, reporting, and leadership skills) to prepare them for future promotion opportunities.
Review completed work and monitor reports to ensure accuracy and provide constructive feedback for improvement.
Resolve conflicts and consult with leadership for solutions and actions.
Department Leadership - 20%
Serve on the OSFA Leadership and Management Teams. Actively participate in and drive discussions related to staff issues, strategic planning, and goal setting. Provide regular updates on unit’s successes and opportunities for improvement.
Handle student/parent escalations in person or via phone; manage complaints received from the President’s office.
Develop strong working relationships within all areas of OSFA, with campus partners, and with community liaisons.
Serve as a resource for ideas and for resolving non-routine, complex problems related to departmental, compliance, and student issues.
Communicate clearly and in a timely manner across all modalities: phone, email, IM, Salesforce cases.
Develop, maintain, and implement assigned portions of departmental strategic plans.
Manage day-to-day operations of the unit.
Serve as designee in absence of the Associate Vice President.
Unit Management - 15%
Oversee all programs and processes within unit. In collaboration with Leadership Team, ensure system policies and procedures are in compliance with federal, state, and institutional rules and regulations.
Work as a team to evaluate, develop, and implement programs and practices designed to maintain compliance and improve efficiencies.
Apply proficient abilities in work design, project management, financial planning, and goal development.
Maintain a high-level awareness of updates and trends affecting all unit programs.
Demonstrate advanced knowledge and skills across multiple areas or functions.
Provide guidance, support, and empowerment for program development and improvement.
Oversee unit operations, prepare reports, and manage budgets, including setting priorities and monitoring and approving budget expenditures.
Support Department and Division Priorities - 5%
Support the missions of the department, division, and institution.
Participate in events supporting recruitment and retention.
Represent NAU in a professional manner at conferences, committee meetings, campus forums, etc.
Demonstrate ability to lead and to follow. Voice feedback or concerns appropriately.
Engage in discussions to improve processes, starting with a mindset of collaboration, creativity, and “Yes”.
Other - 5%
Perform other duties as assigned.
Minimum Qualifications
Bachelor’s degree.
5 to 7 years of administrative experience.
3 to 5 years of supervisory experience.
Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
Preferred Qualifications
Masters degree in education, business, human relations, or other related field.
Experience with PeopleSoft SIS, SalesForce CRM and ScholarshipUniverse awarding platform.
Experience working in a financial aid office and administering federal, state, institutional, and scholarship aid.
Experience with and understanding of Veterans education benefits.
Knowledge, Skills, & Abilities
Demonstrated ability to efficiently and effectively solve problems, initiate and implement projects independently, with a focus on streamlining services.
Excellent supervisory and training skills, as demonstrated by leadership experiences.
Skill in coordinating projects, evaluating data, and establishing priorities.
Demonstrated commitment to diversity and ability to work with a diverse student, staff, and faculty population.
Demonstrated capacity to adapt to change.
Skill in planning, organizing, and giving direction to meet desired office goals and objectives.
Excellent organizational, presentation, and communication skills.
Demonstrated ability to maintain confidentiality.
Extensive customer service experience.
Background Information
This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.
Salary
Salary range begins at $95,809. Annual salary commensurate with candidate's qualifications and related experience.
FLSA Status
This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.
Benefits
This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents.
Learning and Development
Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.
Immigration Suppt/Sponsorship
NAU will not provide any U.S. immigration support or sponsorship for this position.
Application Deadline
October 14, 2024 at 11:59 p.m.
How to Apply
To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline.
If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.
If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.
Equal Employment Opportunity
Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.
#J-18808-Ljbffr