Manager, Service and Operations- Financial Services

Covista•Columbia, MD

7h•$61,721 - $80,335•Hybrid

About The Position

The primary focus of this role is to serve as a key leader within the Student Success department, overseeing financial vendor management, data and insights, and operational innovation across the student financial journey. This role is accountable for aligning financial services initiatives to operational KPIs, ensuring regulatory compliance, and driving continuous improvement for both the student and staff experience.

Requirements

Bachelor's Degree Required
4+ years of experience in higher education or relevant field
2+ years of required experience in a complex, regulated, or compliance-driven environment such as financial services, healthcare, or related field
Knowledge of regulations related to higher education including Title IV, academic policies, auditing procedures
Technical knowledge and acumen using MS Office, Azure, Salesforce, Banner, Agile Methodology, and relevant systems
Ability to influence peers, superiors and indirect reports in a matrix organization
Excellent analytical, problem-solving, and communication skills
Support and handle a variety of ad hoc projects within the team as they arise
Able to thrive in a fast-paced environment and successfully manage multiple deadlines
Ability to learn quickly and adapt to change

Nice To Haves

Master’s Degree Preferred

Responsibilities

Serve as the primary point of contact for student financial services vendors, managing day-to-day relationships, escalations, and performance against contractual SLAs and operational benchmarks — ensuring accountability, continuous improvement, and alignment to compliance, security, and institutional standards in collaboration with internal stakeholders
Analyze contact center data for inbound and outbound channels to develop reporting frameworks, identify trends and gaps, and deliver data-driven guidance to the Sr. Manager that informs strategic planning, backlog prioritization, and continuous operational improvement
Drive ongoing enhancements to contact center operations that increase accessibility and self-service resolution, while maintaining an auditable knowledge base and actionable training resources that ensure accurate, consistent, and Title IV-compliant information for student-facing interactions — including federal aid programs, verification, R2T4, disbursement, and regulatory disclosure requirements
Identify and lead large scale process improvement efforts in the delivery of support to students while monitoring performance and usage metrics to assess operational impact.
Provide guidance to the Sr. Manager with a focus on the student success teams, while demonstrating strong knowledge of the business and expertise in financial services.
Collaborate with cross-functional teams including sales, support, service, business development, change management, regulatory, and IT, as well as various business units.
Performs other duties as assigned
Complies with all policies and standards