AMVETS Jobs

Summary of Position Provides strategic leadership and direction for multiple programs or major functional areas within the department/division.Plans, develops, and implements organizational initiatives with significant operational scope and complexity. Providesguidance and resolves enrollment-related concerns in financial aid, records, registration and student billing. Ensuresunparalleled customer service for all cross-functional transactions of the office. Provides direct supervision for PenguinService Center staff and manages all training support. Stays up to date on university, departmental, federal, and stateregulations. Researches and increases knowledge about best practices in higher education customer service models;assesses data and creates processes to continuously improve the customer service experience for students. Essential Functions and Responsibilities: Provides oversight and strategic direction for multiple programs, initiatives, or objectives, including supervision of managers. Establishes priorities and goals for assigned areas; develops staffing plans;approves work plans developed by lower-level managers; develops and implements unit-wide policies and procedures. Develops, implements, and evaluates policies and procedures for assigned areas. Interprets and adapts broader organizational policies to meet the specific needs of the department. Participates directly in the strategic planning process for the department. Develops long-range plans, goals, and objectives for assigned areas aligned with broader organizational strategy. Directs the overall planning, implementation, and evaluation of multiple program areas or a major department/division function with significant operational complexity and resource requirements. Provides general oversight and administration of any assigned program, initiative, or objective, including supervision of staff. Assigns and reviews work; establishes timeframes for the completion of assigned tasks; trains and orients nonemployees; approves/disapproves requests for paid leaves; interviews candidates for employment and makes recommendations for hire; evaluates employee work performance; receives and responds to grievances; helps with the development of unit work procedures and policies. Develops, plans, and implements all training and continuous training support; provides leadership by coaching and mentoring staff during regular one on one meetings; facilitates weekly staff meetings; recommends professional development opportunities. Manages the development and implementation of department policies and procedures; interprets, communicates, and adheres to state, federal, and university policies; monitors and updates policies to ensure compliance; communicates updates to all staff; ensures staff is current on regulations and trends. Manages the development and implementation of marketing and communication campaigns and initiatives designed to raise awareness of services offered by the department. Coordinates and maintains the department data collection system; assesses and reports on customer service and productivity data as well as satisfaction and improvement surveys; studies data for retention and persistence trends; assigns caseloads of students for customer service follow-up; assigns caseloads of students for proactive outreach campaigns. Works closely with key leaders across campus to promote services, decision making, and communication efforts; works with departments to develop quality improvement methods; researches enrollment, customer service, and retention best practices and develops and maintains process improvements. Interprets, communicates, and adheres to state, federal and university policies; maintains compliance and supervises information distributed to campus. Maintains advanced knowledge of Banner modules as needed; provides portal lock-out access to current students; identifies problem patterns and work with oth