Associate Director - Texas One Stop

University of Texas at Austin

12d•$80,000•Onsite

About The Position

Provide direct supervision to a One Stop team consisting of two Senior One Stop Coordinator Specialists, and up to 6-8 One Stop Coordinators. Engage in a full range of talent management activities, which includes, but is not limited to: hiring, coaching/mentoring, resolving workplace conflicts, engaging and motivating employees, collaborating with colleagues and others, delegating work tasks, and addressing performance issues. Ensure adequate coverage in daily operations that include in person, phones, email and other processing. Communicate with staff to ensure they have the tools necessary to perform their jobs. Establish work priorities, assignments, and deadlines for staff. Assist and advise customers and staff with complex issues regarding registration, student records, financial aid, student billing, and veterans’ benefits. Resolve frequent referrals from the Office of the President, the University Registrar, and other University administration units. Achieve consistently high levels of customer satisfaction through integrated delivery of services to external customers and internal partners. 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 mentoring, training and coaching to staff regarding customer service and the functional areas the One Stop supports. Engage in necessary reviews to ensure desired quality assurance standards are met for our students. Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community. Continually self-assess to ensure in-depth knowledge and technical expertise of several subject areas including, but not limited to: registration, student records, financial aid, student billing, and veterans’ benefits. Serve as an active, positive and engaged member of the One-Stop staff; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, training, and data integrity.

Requirements

Bachelor’s degree plus 6 years of experience, or a Master’s degree plus 3 years of work experience
Minimum of two years of experience training others (students, staff, etc.).
Minimum of two years of experience in customer service related field.
Exceptional customer service skills and knowledge of basic service etiquette.
Punctual attendance required.
Exceptional oral and written communication skills, and exceptional public speaking skills.
Demonstrated ability to write clearly, concisely, and correctly.
Demonstrated ability to engage and interact effectively with people of all ages and backgrounds.
Demonstrated ability to work as a team member.
Demonstrated ability to analyze and interpret data and be responsible for independent decisions.
Demonstrated ability to work well in a fast-paced, dynamic, customer-oriented environment.
Highly motivated, focused, and results-oriented.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

More than the required years of experience.
Experience in higher education, specifically areas of enrollment, admissions, financial aid, registrar, and bursar/student accounts.
Management/supervision experience.
Knowledge of higher education, enrollment services, and student development.
Proficiency with multiple languages such as Spanish and American Sign Language.
ESL, knowledge of The University of Texas at Austin, including institutional and unit policies, procedures, and processes.
Experience and knowledge working with ServiceNow, NICE InContact, QLess, and University of Texas at Austin legacy systems.

Responsibilities

Provide direct supervision to a One Stop team consisting of two Senior One Stop Coordinator Specialists, and up to 6-8 One Stop Coordinators.
Engage in a full range of talent management activities, which includes, but is not limited to: hiring, coaching/mentoring, resolving workplace conflicts, engaging and motivating employees, collaborating with colleagues and others, delegating work tasks, and addressing performance issues.
Ensure adequate coverage in daily operations that include in person, phones, email and other processing.
Communicate with staff to ensure they have the tools necessary to perform their jobs.
Establish work priorities, assignments, and deadlines for staff.
Assist and advise customers and staff with complex issues regarding registration, student records, financial aid, student billing, and veterans’ benefits.
Resolve frequent referrals from the Office of the President, the University Registrar, and other University administration units.
Achieve consistently high levels of customer satisfaction through integrated delivery of services to external customers and internal partners.
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 mentoring, training and coaching to staff regarding customer service and the functional areas the One Stop supports.
Engage in necessary reviews to ensure desired quality assurance standards are met for our students.
Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community.
Continually self-assess to ensure in-depth knowledge and technical expertise of several subject areas including, but not limited to: registration, student records, financial aid, student billing, and veterans’ benefits.
Serve as an active, positive and engaged member of the One-Stop staff; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, training, and data integrity.