Assistant Registrar for Operations

George Mason University•Fairfax, VA

11d•Hybrid

About The Position

The Assistant Registrar for Operations leads the team responsible for university-wide operational processes for academic administrative actions in compliance with internal and external policies and procedures. The position is expected to set operational and strategic goals for the team that support the university’s mission. This includes recommending and implementing process improvements to make the functions more efficient and service-oriented, as well as aligning with best practices. As a member of the Office of the University Registrar (OUR) leadership team, the Assistant Registrar is expected to be a visionary leader, an effective manager, and an active participant in improving services throughout the university. The Assistant Registrar for Operations operates with the highest of integrity and models this behavior for staff.

Requirements

Experience with Ellucian Banner student information system or comparable system;
Experience with Salesforce or other comparable CRM;
Demonstrated ability to solve complex problems using logic and strong analytical skills;
Excellent organizational skills and a high level of attention to detail;
Excellent verbal and written communication skills;
Demonstrated ability to prioritize, establish goals, and see tasks through to completion.

Nice To Haves

Bachelor’s degree in related field;
Experience in administering student records in a Banner administrative environment;
Customer service experience;
Experienced user of MS Office suite, student information systems (Banner experience preferred), Dynamic Forms, or comparable electronic forms solution.

Responsibilities

Oversees all aspects of the operational, front-line customer service teams that process academic administrative actions relating to registration, academic records maintenance, grading, transcript requests, consortium requests, and others;
Maintains integrity of academic records in the student information system, retaining all appropriate documentation in compliance with office, university, and accreditation standards, and in compliance with the Family Education Rights and Privacy Act (FERPA) of 1974 as amended;
Provides support for identified special populations of students, including Study Abroad/Global Education Office, Continuing and Professional Education, INTO Mason, and among others;
Manages and coaches direct reports on the Operations team. Monitors performance and development of staff; addresses training needs and provides professional development opportunities as appropriate;
Conducts and coordinates user acceptance testing (UAT) as directed for systems that affect the student academic record as part of any upgrades or patches to those systems;
Serves as the first-level escalation point for issues the Operations team staff is not able to resolve; and
Maintains and monitors KPI metrics associated with business process volumes and turnaround times.
Conducts ongoing business process analysis and review to identify areas where customer service can be improved. Works with the Digital Transformation Specialist as appropriate to implement process improvements using technology;
Provides information about best practices for records processing and records retention via standing university meetings and receives feedback from the community about their needs. Coordinates with constituents to understand pain points that can be addressed. Initiates improvements and enhancements from these reviews, including recommendations for changes to policies;
Participates in requirements gathering, development, and testing of new solutions; and
Provides staff support for updating business process documentation and maintaining production calendars.
Communicates effectively and demonstrates excellent human interaction skills, particularly in balancing the diverse needs of the academic community and those of the Office of the University Registrar;
Works proactively with the University Registrar, Associate Registrars, Assistant Registrars, central departments, academic units, and university leadership on changes to business processes; leads and participates in regular meetings with campus constituents to collaborate on matters relating to OUR operations or areas that may affect the academic student record;
Leads business process design and implementation to support compliance with the U.S. Department of Education, U.S. Department of Veterans Affairs, Commonwealth of Virginia and/or University policies as related to enrollment, FERPA, veteran’s benefits, and domicile appeals;
Executes motivational, positive leadership in using established best practices while fostering an innovative and strategic mindset among staff;
Provides University Registrar with notifications and updates that pertain to matters of importance such as calls from the President’s Office. Provides situational updates, as well as project status updates, to the Associate Registrar and the University Registrar;
Represents the OUR in meetings as appropriate.
Performs other related duties as assigned. The omission of specific duties does not preclude the Associate Registrar and University Registrar from assigning duties that are logically related to the position.