Vice President, Financial Aid

University of Maryland Global Campus•Adelphi, MD

3d•$250,000 - $260,000•Hybrid

About The Position

The Vice President Financial Aid (VP) will provide executive leadership and strategic direction for the administration of all of our federal, state, and institutional financial aid programs. The VP ensures full regulatory compliance while advancing a high-quality, learner-centered service model that supports enrollment, retention, and learner success. In addition, they are responsible for developing and implementing a financial aid strategy, utilizing advanced modeling to inform recruitment, retention and graduation goals. We seek a financial aid leader that brings an approach that is data-informed, with a strong operational acumen and a resolve to the delivery of high-touch, leaner-centered services. They will also drive continuous improvement with data analytics, process optimization, and emerging technologies, including artificial intelligence (AI), to enhance operational efficiency, and service delivery in support of the overall learner experience. Relocation to the Maryland / DC /Northern Virginia metro area is required. Upon relocation, this position operates in a hybrid model with three (3) days per week on-site.

Requirements

A demonstrated track record of achieving results and getting things done
an earned Master’s degree from a regionally accredited institution of higher learning
at least 10 years of progressively responsible or senior leadership experience in higher education financial aid
deep knowledge of Federal Title IV regulations and Direct Loan Program administration
demonstrated ability to interpret and apply complex regulatory requirements
proven leadership and management experience in a complex organizational environment
ability to manage multiple priorities in a fast-paced, deadline-driven setting
familiarity with customer relationship management (CRM) systems and service delivery platforms
working knowledge of AI-enabled tools and data analytics to support operational and service improvements
familiarity with customer relationship management (CRM) systems and service delivery platforms
working knowledge of AI-enabled tools and data analytics to support operational and service improvements
demonstrated experience leading learner-facing service operations or customer support functions
experience implementing technology-driven improvements, including automation or AI-enabled solutions
must meet and maintain federal and state system access requirements with NSLDS

Nice To Haves

Strong analytical, problem-solving, and decision-making skills
ability to manage multiple priorities in a fast-paced, deadline-driven setting
experience with PeopleSoft Learner Administration or comparable enterprise learner information systems
track record of deploying AI or advanced technologies to improve service delivery, operational efficiency, or compliance outcomes
demonstrated success improving learner satisfaction, access, and service performance metrics
excellent written, verbal, and interpersonal communication skills

Responsibilities

Provides strategic leadership for the development, implementation, and continuous evaluation of institutional financial aid policies and procedures
Serves as the primary liaison with the U.S. Department of Education and other regulatory agencies on all financial aid matters
Establishes and maintains policies, workflows, and service standards that support accurate, efficient, and compliant administration of financial aid programs
Leads financial aid operations, including awarding, packaging, verification, disbursement, loan processing, grants, scholarships, and records management
Oversees the operating budget and ensures responsible stewardship of federal, state and institutional funds
Prepares forecasts and supports planning through accurate reporting
Ensures institutional compliance with all applicable federal, state, and institutional regulations
Oversees audits, program reviews, and required reporting including but not limited to audit preparation and responses, as well as strong internal controls and quality assurance practices
Monitors regulatory developments and advise leadership on operational and policy implications
Remains apprised of the changing federal guidelines to support UMGC learners
Develops and implements a sophisticated financial aid strategy aligned with UMGC’s enrollment management plan
Advances a learner-centered service model by establishing service standards and ensuring responsive, accurate, and accessible support across multiple service channels
Leads financial aid modeling efforts and partners with Admissions to support recruitment and conversion strategies
Translates institutional priorities into operational financial practices that support access, retention, and student success
Oversees the design and delivery of customer service strategies that enhance the learner experience and support recruitment and retention goals
Champions the responsible use of AI and automation technologies (e.g., virtual assistants, predictive analytics, intelligent document processing) to improve service responsiveness, streamline operations, and enhance decision-making
Designs and applies assessment tools to evaluate the effectiveness of financial aid strategies and initiatives
Monitors and assesses service performance using key metrics (e.g., response times, resolution rates, learner satisfaction) and implements continuous improvement initiatives
Leads, mentors, and develops staff, fostering a culture of accountability, innovation, and excellence in learner service
Partners with institutional stakeholders, to optimize systems and implement scalable, technology-enabled solutions via AI and other optimization platforms
Designs and applies assessment tools to evaluate the effectiveness of financial aid strategies and initiatives
Identifies and implements process improvements to increase efficiency, accuracy, and compliance across all financial aid functions
Works with Marketing and Communications to provide clear and timely financial aid information to students and families
Partners with the Registrar and other campus stakeholders to ensure coordinated service delivery
Uses data and analytics to inform operational decisions, workload planning, and resource allocation
Provides reporting and insights to Enrollment Management leadership to support recruitment and retention goals
Identifies trends and recommends strategic adjustments to financial aid practices
Performs other job-related duties as assigned by the COO

Benefits

22 days of paid vacation
15 days of sick leave
3 personal days
16 paid holidays (17 during general election years)
health care, medical with vision, dental, and prescription plans for both individuals and families
Term Life Insurance
Accidental Death and Dismemberment Insurance
Long-Term Disability (LTD) Insurance
Flexible Spending Accounts for medical and dependent care expenses
Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS)
Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options
Tuition Remission for Regular Exempt Staff
Spouses and dependent children are eligible for undergraduate tuition remission after two years of service