This role has overall responsibility for planning, execution, and monitoring performance of Financial Aid Training within the university shared services organization.
The scope of this role supports learners/students at both universities.
This role is a hands-on leader responsible to collaborate and consult with multiple stakeholders to develop, document and deliver Title IV financial aid subject-matter expert TRAINING for FAS staff and various stakeholders including but not limited to: Learner Services Organizations (LSO), CU Enrollment Counselors and SU Admissions Officers, SU field staff including Campus Directors, Campus Deans, and Coaches.
This role also is responsible for SERVICE EXCELLENCE within Financial Aid by partnering with the CU and SU FA functional leaders to monitor service quality provided by staff to CU learners, SU students, and internal stakeholders.
This role will develop, document, and deliver with the assistance of the FA functional leaders’ remedial training to staff to ensure they continuously improve their service to our CU learners, SU students, and internal customers.
This role is responsible for hiring and training new team members, ongoing coaching of direct reports, and ensuring process documentation is current.
Essential Duties & Responsibilities:
- S/he will be creative and bring new ideas and improvements and lead/participate in the process to make improvements and achieve business results.
- S/he will demonstrate high standards of achievement and demonstrate a strong focus on leading teams implementing process and technology enhancements.
- Maintain a working knowledge of the literature and industry research regarding best practices, process improvement tools and capabilities to drive service excellence.
- S/he will be a key contributor to planning and execution of functional initiatives to achieve operational excellence.
- This leader will:
- Provide thought leadership and contribute to the strategic planning process for the function
- Contribute to the development of a roadmap of initiatives that will continually enhance service delivery performance for the function
- Be accountable leading specific initiatives and achieving the objectives of the specific initiative
- S/he will recruit/hire, train, develop and monitor staff performance.
- Directly supervise FAS training team member(s).
- Develop, document, and deliver in-person and online Title IV training to FA staff and internal stakeholders.
- Develop with FA leaders’ quality control metrics and monitoring for FA staff to ensure highest quality customer service to CU leaders and SU students, and internal stakeholders.
Job Skills:
- Must have excellent analytical thinking and problem solving skills. Capable and comfortable managing a critical set of services with a function in a large, matrixed organization.
- Strong business acumen, including critical thinking and execution discipline
- Exceptional partnering abilities; can effectively work collaboratively across departments to understand multiple perspectives, synthesize data, influence and inform decision making
- Excellent written and verbal communication skills with ability to effectively communicate information across and up the organization
- This leader will:
- Develop and maintain working relationships with stakeholders across other departments
- Collaborate and communicate on a regular basis with key stakeholders on overall performance of the function or service, as well as future changes that may be planned
- In partnership with Human Resources and LSO, s/he will facilitate and lead the implementation of consistent processes and technology capabilities to achieve key objectives such as productivity improvement, improved student/learner experience, higher enrollment/conversion and student outcomes
- Outstanding Title IV knowledge
- Experienced Title IV trainer with a sound understanding of training delivery methods
- Outstanding knowledge of customer service experience from an end-to-end perspective
Work Experience:
- 5+ years of hands-on Title IV experience.
- 3+ years of training experience.
Education:
- From an accredited institution; Bachelor’s degree required / Master’s degree preferred
Certificates, licenses and registrations:
Other:
- Must be able to travel 25% of time.
- Must be able to lift 10lbs.
- Typical office setting.
- Mobility within the office including movement from floor to floor.
- Travel via plane, car, and metro may be required to perform this job.
- Must be able to work more than 40 hours per week when business needs warrant
- Access information using a computer.
- Effectively communicate, both up and down the management chain.
- Effectively cope with stressful situations
- Strong mental acuity
- Regular, dependable attendance and punctuality are essential functions of this job.
- Other essential functions and marginal job functions are subject to modification.
SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.
Careers - Our Benefits, Strategic Education, Inc
SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
$66,000.00 - $99,000.00 - Salary
If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.
