Manager, University Business Services

Georgia State University•Atlanta, GA

6d•Hybrid

About The Position

University Business Services (UBS) is a centralized department within the Division of Finance and Administration dedicated to delivering efficient, customer-focused administrative and financial services to the university community. As part of the Streamlined Personalized Administrative Services Experience (SPASE) initiative, UBS serves as a one-stop service center supporting students, faculty, staff, and campus partners. UBS integrates key front-facing services including cashiering, parking and transportation support, PantherCard and PantherCash services, onboarding assistance, and payroll support. The department is committed to providing accurate, timely, and consistent service delivery while upholding strong financial controls, regulatory compliance, and a high standard of customer experience. Through a collaborative, team-based approach and a structured career ladder, University Business Services promotes operational excellence, cross-functional expertise, and professional growth, ensuring the university community receives streamlined and responsive support across essential administrative services. We are seeking qualified candidates for the position of Business Services Specialist I, an entry-level front-line role responsible for delivering in-person and virtual customer service across multiple campus locations and service channels.

Requirements

Bachelor’s degree and two years of supervisory experience; or a combination of education and related experience.
Ability to impose established policies, procedures, and guidelines to complete assigned tasks.
Demonstrated ability to provide customer service in a high-volume environment.
Ability to perform advanced financial transactions with accuracy and attention to detail.
Effective oral and written communication skills.
Experience in a higher education, public sector, or shared services environment.
Experience processing financial transactions, cashiering, or accounts receivable activities.
Familiarity with customer service or case management systems (e.g., ServiceNow or similar platforms).
Experience using ID card systems, parking systems, or similar operational platforms.
Ability to manage multiple tasks in a fast-paced, customer-facing environment.
Working knowledge of Microsoft Office applications or similar tools.

Responsibilities

Provide leadership and operational oversight for the daily customer service functions of University Business Services, including multiple campus operations and virtual service channels.
Directly supervise Business Services Specialists (I’s, II’s, II’s (lead)) ensuring efficient, accurate, and customer-focused delivery of administrative services such as cashiering, parking, PantherCard operations, onboarding, and payroll support.
Manage operational workflow, financial controls, staffing, training, performance management, and policy compliance.
Collaborate with the Director of University Business Services to develop and implement departmental service strategies, process improvements, and reporting protocols.
Serve as one of three Business Services Managers who collectively share responsibility for UBS operations across Georgia State University's six campuses and virtual service channels.
Provide primary operational leadership for the assigned area of focus, primarily responsible for virtual and back-office service delivery.
Monitor workflows, staffing, customer demand, service quality, transaction activity, and operational performance.
Collaborate with other Business Services Managers to coordinate resources and maintain consistent service delivery across the department.
Directly supervise assigned Business Services Specialists and provide day-to-day leadership, scheduling, coaching, training, performance evaluations, and corrective action.
Coordinate staffing coverage, cross-training, workload distribution, and employee assignments with other Business Services Managers.
Promote accountability, teamwork, professional development, and a customer-focused work environment.
Review, approve, and monitor assigned financial and operational processes, including cashiering, departmental deposits, petty cash, imprest funds, reconciliations, PantherCard/PantherCash, parking and transportation transactions, and other UBS activities.
Ensure compliance with university cash-handling requirements, internal controls, audit requirements, and financial procedures.
Research discrepancies and coordinate corrective actions.
Collaborate with other Business Services Managers to support operations outside the position's primary area of focus, including campus coverage, ServiceNow help tickets, virtual customer inquiries, transaction follow-up, escalations, and other back-office workloads.
Assist with balancing and redistributing work and staffing resources across campuses and service channels based on customer demand, service volumes, staffing levels, and departmental priorities.
Identify and implement opportunities to improve workflows, standardize processes across campuses and service channels, strengthen internal controls, and enhance the customer experience.
Develop and maintain standard operating procedures, training materials, knowledge resources, and operational standards.
Participate in technology, workflow, and service improvement initiatives supporting the UBS shared-services model.
Serve as a managerial escalation point for complex or sensitive customer inquiries and service concerns.
Research and resolve service issues, exceptions, and matters requiring managerial review.
Coordinate with appropriate university departments and subject-matter experts when specialized assistance is required and support consistent customer service standards across UBS locations and service channels.
Review and analyze ServiceNow activity, customer volume, transaction data, customer feedback, and other operational performance measures to identify trends and support staffing, workload, and service-delivery decisions.
Provide reports and recommendations to the Director and perform other related duties and special assignments in support of departmental and university goals.