Manager, Academic Processes

Chicago Headquarters•Chicago, IL

2d•Hybrid

About The Position

The Manager, Academic Processes’ primary responsibility is two-fold: Departmental process management oversight and communication; and supporting their direct reports. The Manager works to ensure the APS team is providing high quality service to our internal and external constituents. This includes ensuring the APS team provides accurate and timely responses to internal departments, center staff, as well as on-site students and parents. The Manager oversees department processes and effectively communicates relevant and important information to keep other departments aware of timelines and statuses. The Manager must be proactive, an effective communicator, diplomatic, and have strong systems in place to provide transparency and oversight to the core processes owned by the APS team. The Manager, Academic Processes manages a small team of Academic Process Specialists/Coordinators (APS/APC). The Manager, Academic Processes retains APS specific duties for one cluster. The APS team is responsible for working directly between the international center and the headquarters office, maintaining, and updating critical academic information as it relates to each program. The Manager is responsible for training and supporting their direct reports, overseeing the day-to-day work of their direct reports, and providing first-line support with any escalated issues. The Manager oversees day-to-day operation, cyclical project work/deadlines, and other special projects as needed.

Requirements

3+ years demonstrated experience in a process/project management role
Excellent computer skills including, but not limited to, webpage content management, Microsoft Office, and, project and data management tools.
Excellent interpersonal, written, and verbal communication skills with a demonstrated ability to run/lead meetings
Excellent organizational, record-keeping, and problem-solving skills with a demonstrated ability to organize and prioritize multiple projects simultaneously and to meet deadlines
Strong attention to detail with the capacity to distill complex processes and deadlines into clear and effective steps
Strong self-direction and initiative skills
Experience working in a global context
Takes responsibility for actions, results, and mistakes
Ability to work both independently and as a team player
Ability to be flexible and adaptable in a changing environment
Ability to maintain a positive can-do attitude even during stressful situations
Ability to cooperate with all stakeholders
Ability to exercise sound judgment when handling a variety of issues
Act in a professional manner at all times
Commit to and demonstrate values and promotion of diversity, equity, inclusion, and anti-racism.

Nice To Haves

Experience coaching, mentoring, or managing direct reports preferred
Experience living and / or working or studying abroad desirable
Background or experience in cross-cultural communication in a professional setting a plus.

Responsibilities

Oversees and communicates with internal and external constituents regarding team processes including but not limited to predeparture guides, program fees, program dates, website updates, etc.
Communicates relevant and important timelines with assigned team members and other departments and routinely provides status updates & feedback.
Ensure timely and quality completion of key deliverables on behalf of the APS team; escalate appropriately to Director when barriers or delays may occur.
Present solutions and recommendations to alleviate any delays.
Train and support APS direct reports.
Provide feedback and recommendations to Director, APS team regarding team cohesion, communications, and effectiveness.
Manage escalation of student or parent issues of direct reports.
Ensure daily operations and cyclical projects are executed within appropriate timeframes.
Train APS staff on proper use of IES Abroad IT systems and public website functions
Ensure accurate programmatic information is in materials, including public website, pre-departure guides, program fees, and other departmental resources
Coordinate APS responsibilities and needs with Advising, Marketing, GEM, Student Affairs, and Center staff.
Maintain and improve training material for the Academic Process Specialist team.
Training to direct reports as needed.
Perform Human Resources responsibilities in conjunction with Human Resources and IES Abroad policy. This includes performance management, conducting reviews, setting goals, providing coaching and guidance, dealing with discipline and grievances, recruitment, and selection, and issuing and collecting HR documentation
Maintain accurate and up-to-date information about assigned programs on program websites, pre-departure guides, and among cross-departmental groups, including academic offerings, housing options, field trips, program fees, and program dates.
Serve as a liaison between Chicago HQ and Centers for unique questions/outliers.
Provide support to Center staff on technology, publications, deadlines, and compliance with Chicago policies, with guidance from Director and AVPs.
Communicate important changes or developments at overseas Centers.
Answer program-related questions from IES Abroad Chicago departments, students, parents, and university study abroad representatives.
Serve as Center historian: maintain accurate records of programmatic, academic, and other relevant changes.
Provide technical support and training on academic systems and timelines/processes to students and staff as needed (language assessments, Atlas, etc.).
Review grade reports to check for discrepancies, report anomalies to the appropriate approver (AVP or CCD) and approve grade reports.
Field all requests for grade appeals, forward appeals to the CD for review, draft and send responses, and keep an updated file of the results of all appeals.
Assist in the planning, budgeting, communication, preparation of materials, and tracking of curricular initiatives, familiarization trips, departmental retreats, CD meetings in Chicago, and other departmental and Center events and projects.
Other special projects as assigned.
Serve on Academic task forces and initiatives as needed, serving as a rapporteur, and drafting reports as assigned.
Any other task or duty as assigned or required.