The One Stop Student Services office is one of several central student services units reporting to the Associate Vice Provost and University Registrar of Academic Support Resources (ASR), who reports to the Vice Provost and Dean for Undergraduate Education.
The Assistant Director provides leadership in the cross-functional service areas of enrollment, student records, financial aid, billing and payments, and Veterans services to all University constituents including students, parents, staff, faculty, and community members.
Primary responsibilities include hiring, coaching, supervising and evaluating staff, promoting a high level of customer service, and overseeing day to day functions of One Stop Student Services. This position also requires a high degree of professional judgment, training, and project management skills to be successful working with student exceptions and appeals and other University and system wide projects and initiatives.
Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements aredetermined in coordination with supervisors depending on the nature of the unit and position. The arrangementfor this position will be determined upon hire between employee and supervisor.
Management and Supervision (50%)
Oversee and support the daily needs of 28 full time staff and indirect support of 23 student employees. Responsible for direct supervision of 5-7 professional staff members including hiring, training, performance management, and coaching.
Continually self-assess to ensure in-depth knowledge and technical expertise of several subject areas including: registration, student records, financial aid, student billing, and veterans’ benefits.
Ensure adequate coverage in daily operations that include in person, phones, email and other processing.
Establish work priorities, assignments, and deadlines for staff.
Communicate with staff to ensure they have the tools necessary to perform their jobs.
Assist customers and staff with complex issues. Resolve frequent referrals from the Office of the President, the University Registrar, and other University administration regarding registration, student records, financial aid, student billing, and veterans’ benefits.
Demonstrate and promote a high level of customer service.
Solve escalated, complex issues using professional judgment and individual discretion.
Conduct high level policy decisions regarding registration, student records, financial aid, and student accounts.
Provide advising to students and parents with in-depth financial aid questions concerning financial aid applications, financial aid eligibility, disbursement and refunds, cost of attendance figures, different aid types, loan comparisons, special circumstances, and estimated family contributions for tuition and fees.
Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community.
Program and Project Management (30%)
Lead large scale projects that strategically enhance One Stop Student Services and University goals including, but not limited to:
University Veterans Services
Graduate Student Services and Progress (GSSP)
One Stop Student Services Staff Training
Academic Support Resources/One Stop Student Services Communications
Student Degree Progress, Retention, and Outreach
Serve as One Stop representative on University wide committees (Behavioral Consultation Team, Welcome Week Advisory Committee, Student Unions and Activity Advisory, Student Health Benefits, ASR Department Steering Committees, System Registrar Advisory Council).
University and Community Ambassador for One Stop Student Services (20%)
Orchestrate collaboration efforts amongst Academic Support Resources units and other University Departments (e.g., Admissions, Orientation and First Year Programs, International Student & Scholar Services, Disability Resource Center, Student Health Benefits, Collegiate Units, Office for Student Conduct and Academic Integrity, etc.) to promote University goals and efficiencies.
Act as a coordinating entity for various university officials to ensure multi-faceted student situations are managed with care and confidentiality.
Provide knowledge, opinions, and resolutions to complex university policy or procedural situations.
Present and train on new concepts and best practices at regional and national conferences, and share knowledge with national and international higher education leaders.
BA/BS degree plus at least six years of professional full-time work experience
Work experience in higher education or a college/university setting
Excellent written and verbal communication skills
Previous supervisory experience
Financial aid, student account or registration experience
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.