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Apply for Job Job ID361346 LocationTwin Cities Job FamilyStudent Services Full/Part TimeFull-Time Regular/TemporaryRegular Job Code9703RC Employee ClassAcad Prof and Admin Add to Favorite Jobs Email this Job About the Job Hiring Salary Range: $62,000-$66,500 DOQ The Office of the Registrar (OTR) Service Operations unit is responsible for the timely and accurate maintenance of students' records with oversight and subject matter expertise of transcript production and enrollment verifications; diploma services; NCAA Athletic Eligibility Certification; document imaging; mass mailings; financial reporting and billing for the unit; and associated data-quality functions. The Service Operations Manager reports to the Assistant Director of Service Operations and is responsible for overseeing and managing the daily work of student Customer Relations Representatives (CRRs). This position has system-wide responsibilities providing essential diploma and transcript services to all five University campuses. Accordingly, this person will serve as an expert on University policy and will interpret records-related corrections surfaced through quality assurance processes under limited supervision. Additionally, this position serves as a liaison between OTR and One Stop Student Services, maintaining key relationships between these closely aligned units. The position serves as a process owner for system-wide diploma and transcript services, the digital credentialing platform, and the Constituent Relationship Management system (Salesforce) and relies heavily on the ability to operate independently of supervision. The individual must be technology-savvy and comfortable working with a variety of systems, which include (but are not limited to) PeopleSoft Campus Solutions (including the use of queries), Jadu, WorkflowGen, Microsoft Office suite, Document Management software, Paradigm and Parchment (our Digital Credentialing Service), Google Workspace, and Constituent Relationship Management (CRM) software. Academic Support Resources supports hybrid andflexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position; this work currently requires in-office time at a minimum of three days each week. The arrangement for this position will be determined upon hire between employee and supervisor. Leadership & Operational Excellence (40%) Oversight of the customer service functions in the Service Operations Unit: Interpret and provide direction to OTR staff for record disputes, record corrections, updates, and process maintenance. Monitor student educational policy updates and changes in order to anticipate and implement business process changes. Provide mentorship and coaching for support staff in the Service Operations Unit. Give performance feedback and in conjunction with the Assistant Director, assess, and address performance issues. Oversee and manage the daily service expectations of the student employee CRR team, responsible for the majority of customer service inquiries for OTR. Oversee candidate selection, interviews, hiring, onboarding, training, and ongoing performance management. Analyze trends in overall workload, make schedule alterations, and direct duties of CRRs as needed to adjust service levels. Direct and prioritize daily work and long-term projects. Coach and guide students in their development as professionals. Conduct internal performance reviews of student staff. Assist CRRs in the development of a positive, proactive communication style, and quality customer service, escalation, and counseling skills. Provide specific and holistic feedback on CRR performance in order to support training, growth, and development. Subject matter expertise: Serve as the subject matter expert and resource for OTR, Academic Support Resources, and other University stakeholders in the following areas: System-wide Diploma and Transcript production and services Duplicate ID Resol tion Enrollment Verifications University policy Counsel and advise University students, staff, and faculty as the key contact for third tier questions that come in through the constituent relationship management system, Salesforce. Process Owner (30%) Serve as process owner for University-wide diploma management. Serve as process owner for our transcript system (Parchment) and order processing for all campuses. Provide leadership to CRR team responsible for production of approximately 60,000 transcript orders per year. Serve as expert on the University's online credentialing platform (Parchment) in order to support daily operations, troubleshoot technical issues, and implement new products and services. Interpret and provide support to collegiate units for record disputes, record corrections, updates, and process maintenance serving as an expert regarding University academic policies. Maintain expertise on PeopleSoft Checklists and internal tracking of diplomas in order to support customer service for alumni. Process owner for enrollment verifications. Serve as OTR point person for the use of our constituent relationship management system (Salesforce). Club Sport Eligibility Certification (athletic certification) (10%) Accurately identify and apply eligibility requirements, while utilizing the degree audit to determine satisfactory academic progress and eligibility for competition. Work closely with the University sport club office to address student-academic progress concerns. Document, update, and improve policies and procedures involving all aspects of academic certification. Project Management and Facilitation (10%) Represent OTR in groups aimed at process improvement and service implementation with internal and external groups, including but not limited to colleges, other ASR units, and vendors. Lead small- to medium-scale projects related to academic records and student success. National Student Clearinghouse: (10%) Respond to daily enrollment and degree verification requests for assigned students from third parties through the National Student Clearinghouse, and serve as a subject matter expert for other staff. Serve as a subject matter expert on the various error reports and methods for resolution. Qualifications REQUIRED QUALIFICATIONS: BA/BS degree plus at least four years of relevant experience, or master's degree plus two years of relevant experience. Ability to work on campus; this position has hybrid opportunities but does require a minimum of three days in-office support on a weekly basis. PREFERRED QUALIFICATIONS: Previous supervisory experience. Demonstrated knowledge of University policies and procedures. Possess knowledge of the Family Education Rights and Privacy Act (FERPA). Must be able to use professional judgment to solve problems related to each function. Proven excellent communication and customer service skills; must be able to initiate and answer. correspondence from faculty, staff, and students. Proven ability to interpret and follow general guidelines and establish priorities. Proven ability to independently resolve problems and make... For full info follow application link. The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.