Assistant Director - Service Hub
University Overview
The University of Pennsylvania, the largest private employer in
Philadelphia, is a world-renowned leader in education, research,
and innovation. This historic, Ivy League school consistently ranks
among the top 10 universities in the annual U.S. News & World
Report survey. Penn has 12 highly-regarded schools that provide
opportunities for undergraduate, graduate and continuing education,
all influenced by Penn's distinctive interdisciplinary approach to
scholarship and learning. As an employer Penn has been ranked
nationally on many occasions with the most recent award from Forbes
who named Penn one of America's Best Large Employers in 2023.
Penn offers a unique working environment within the city of
Philadelphia. The University is situated on a beautiful urban
campus, with easy access to a range of educational, cultural, and
recreational activities. With its historical significance and
landmarks, lively cultural offerings, and wide variety of
atmospheres, Philadelphia is the perfect place to call home for
work and play.
The University offers a competitive benefits package that includes
excellent healthcare and tuition benefits for employees and their
families, generous retirement benefits, a wide variety of
professional development opportunities, supportive work and family
benefits, a wealth of health and wellness programs and resources,
and much more.
Posted Job Title
Assistant Director - Service Hub
Job Profile Title
Manager C, Student Services
Job Description Summary
Oversees core operations of a multi-function student services area,
ensuring accessible and effective support for students. Manages
workflow efficiency, sets short-term priorities, and leads a team
of staff to deliver a positive student experience. Acts as a
liaison with other departments to coordinate services and align
with institutional standards.
Job Description
Job Description Summary
The Office of the Executive Vice President provides strategic
leadership and oversight for the University's business, financial,
operational, and administrative functions through nine divisions:
Audit, Compliance and Privacy; Budget Planning and Analysis;
Business Services; Facilities and Real Estate Services; Finance;
Human Resources; Information Systems and Computing; Investments;
and Public Safety.
Student Registration and Financial Services (SRFS) is a critical
department within the Finance organization and practices a
service-forward approach to adapt to the increasing needs to the
students and campus partners. The Assistant Director is responsible
for a functional team embedded within the Service Hub of the SRFS
organization. The team provides concierge-level partner support and
in-house escalation capability for complex issues that require
elevated access, authority, and functional expertise beyond the
Service Hub Counselor scope. The Assistant Director is accountable
for team readiness, consult coverage, specialist task execution,
training of Service Hub Counselors, and quality reinforcement. This
role balances two core imperatives: (1) rapid, accurate resolution
for escalated issues and partner requests; and (2) systematic
skill-building of Service Hub Counselors to reduce avoidable
escalations and improve cross-functional knowledge over time.
The Assistant Director operates at the assigned functional team
level and is accountable for daily execution, staff supervision,
queue management, training delivery, and resolution of functional
escalations within delegated authority. They will escalate issues
that cross functional boundaries, exceed delegated authority,
create significant compliance or service risk, or require broader
resource reallocation to the Associate Director.
There are two available Assistant Director positions within the
Service Hub. One position will focus on Registrar-related processes
and team responsibilities, while the other will focus on Student
Financial Aid-related processes and team responsibilities. Although
each role has a primary functional focus, both Assistant Directors
are expected to support the broader Service Hub model through
cross-training, collaboration, and continued development of
knowledge beyond their assigned functional area.
Job Responsibilities
Team Management:
Provide day-to-day operational oversight for an assigned functional Service Hub team, including workload coordination, team readiness, consult coverage, and specialized task execution. Lead, manage, coach, and mentor assigned team members, including providing daily work direction, onboarding input, performance feedback, and formal performance reviews. Execute or oversee defined functional tasks requiring elevated authorization and/or system access that Service Hub Counselors are not permitted to…
perform. Coordinate team coverage to support same-day consult aspirations during business hours.
Escalation Point and Penn Partner Support:
- Serve as a primary escalation contact and liaison for schools,
centers, community partners, and functional home offices within the
assigned team's scope. Ensure timely processing and resolution of
partner-submitted tickets, feeders, and other assigned
requests.
Compliance:
- Partner with the Compliance office for review support, trend
identification, and controls reinforcement. Conduct spot reviews of
team work for documentation, case handling, service quality, and
compliance adherence. Maintain awareness of Title IV, FERPA, VA
requirements, cash handling, records retention, and other relevant
regulatory obligations applicable to assigned work.
Cross-Training Support:
- Provide consultative support and approvals for Service Hub
Counselors while enabling them to retain case ownership when
appropriate. Review, triage, prioritize, and resolve
time-sensitive, high-risk, or high-impact escalations and partner
requests. Train Service Hub Counselors in functional expertise
through real-time coaching, targeted refreshers, job aids, consult
coverage, and other training supports.
Functional Expertise:
- Attend partner meetings as needed and provide information
regarding requirements, timelines, outstanding items, and
resolution status. Attend functional home office trainings and
communicate relevant updates to Service Hub staff.
Analysis and Workload Balance:
- Identify common escalation drivers and convert them into
training content, job aids, documentation updates, or
decision-support tools. Reinforce intake standards for required
fields, documentation quality, case notes, and tracking practices.
Manage workflow across shared functional queues, including
monitoring case aging, complexity, risk indicators, and workload
distribution.
Other duties and responsibilities as assigned
Qualifications
Required:
- Bachelor of Science, Bachelor of Arts, and 3 to 5 years of
experience or equivalent combination of education and experience is
required.
- Experience in financial aid or registrar function in a higher
education environment.
- Demonstrated ability to understand, apply, and remain compliant
with current applicable federal, Title IV, state, and institutional
requirements, including FERPA, to ensure work is completed
accurately, ethically, and in compliance with established policies,
procedures, and regulatory standards.
- Experience managing time-sensitive, high-risk, or high-impact
issues with strong judgment and documentation skills.
- Strong organizational, analytical, interpersonal, and oral and
written communication skills, with exceptional attention to
detail.
Functional expertise in at least one of the following
areas:
- Financial Aid: award adjustments and exceptions; institutional
methodology; professional judgment support; complex eligibility
corrections; appeal determinations.
- Registrar/Records: Penn partner ticket submissions;
registration overrides; complex records updates; policy-bound
exceptions (where permitted).
- Bursar: Outside scholarships process; third-party billing
research; account adjustments within authority; complex
reconciliation.
- Veterans: VA certifications, invoicing, and corrections;
complex benefits-related resolution.
Preferred:
- Experience supervising, coaching, or providing functional
leadership to staff or colleagues.
- Excellent customer service skills
Job Location - City, State
Philadelphia, Pennsylvania
Department / School
Division of Finance
Pay Range
$67,155.00 - $77,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications,
experience, skills, and education as they directly relate to the
requirements of the position, and in alignment with salary ranges
based on external market data for the job's level. Internal
organization and peer data at Penn are also considered.
Equal Opportunity Statement
The University of Pennsylvania is an equal opportunity employer.
Candidates are considered for employment without regard to race,
color, sex, sexual orientation, religion, creed, national origin
(including shared ancestry or ethnic characteristics), citizenship
status, age, disability, veteran status or any class protected
under applicable federal, state or local law.
Special Requirements
Background checks may be required after a conditional job offer is
made. Consideration of the background check will be tailored to the
requirements of the job.
University Benefits
- Health, Life, and Flexible Spending Accounts: Penn
offers comprehensive medical, prescription, behavioral health,
dental, vision, and life insurance benefits to protect you and your
family's health and welfare. You can also use flexible spending
accounts to pay for eligible health care and dependent care
expenses with pre-tax dollars.
- Tuition: Take advantage of Penn's exceptional tuition
benefits. You, your spouse, and your dependent children can get
tuition assistance here at Penn. Your dependent children are also
eligible for tuition assistance at other institutions.
- Retirement: Penn offers generous retirement plans to
help you save for your future. Penn's Basic, Matching, and
Supplemental retirement plans allow you to save for retirement on a
pre-tax or Roth basis. Choose from a wide variety of investment
options through TIAA and Vanguard.
- Time Away from Work: Penn provides you with a
substantial amount of time away from work during the course of the
year. This allows you to relax, take vacations, attend to personal
affairs, recover from illness or injury, spend time with
family-whatever your personal needs may be.
- Long-Term Care Insurance: In partnership with Genworth
Financial, Penn offers faculty and staff (and your eligible family
members) long-term care insurance to help you cover some of the
costs of long-term care services received at home, in the community
or in a nursing facility. If you apply when you're newly hired, you
won't have to provide proof of good health or be subject to
underwriting requirements. Eligible family members must always
provide proof of good health and are subject to underwriting.
- Wellness and Work-life Resources: Penn is committed to
supporting our faculty and staff as they balance the competing
demands of work and personal life. That's why we offer a wide
variety of programs and resources to help you care for your health,
your family, and your work-life balance.
- Professional and Personal Development: Penn provides an
array of resources to help you advance yourself personally and
professionally.
- University Resources: As a member of the Penn community,
you have access to a wide range of University resources as well as
cultural and recreational activities. Take advantage of the
University's libraries and athletic facilities, or visit our
arboretum and art galleries. There's always something going on at
Penn, whether it's a new exhibit at the Penn Museum, the latest
music or theater presentation at the Annenberg Center, or the Penn
Relays at Franklin Field to name just a few examples. As a member
of the Penn community, you're right in the middle of the
excitement-and you and your family can enjoy many of these
activities for free.
- Discounts and Special Services: From arts and
entertainment to transportation and mortgages, you'll find great
deals for University faculty and staff. Not only do Penn arts and
cultural centers and museums offer free and discounted admission
and memberships to faculty and staff. You can also enjoy
substantial savings on other goods and services such as new cars
from Ford and General Motors, cellular phone service plans, movie
tickets, and admission to theme parks.
- Flexible Work Hours: Flexible work options offer
creative approaches for completing work while promoting balance
between work and personal commitments. These approaches involve use
of non-traditional work hours, locations, and/or job
structures.
- Penn Home Ownership Services: Penn offers a forgivable
loan for eligible employees interested in buying a home or
currently residing in West Philadelphia, which can be used for
closing costs or home improvements.
- Adoption Assistance: Penn will reimburse eligible
employees on qualified expenses in connection with the legal
adoption of an eligible child, such as travel or court fees, for up
to two adoptions in your household.
To learn more, please visit:
https://www.hr.upenn.edu/PennHR/benefits-pay
Equal Employment Opportunity Statement
The University of Pennsylvania is an equal opportunity employer.
Candidates are considered for employment without regard to race,
color, sex, sexual orientation, religion, creed, national origin
(including shared ancestry or ethnic characteristics), citizenship
status, age, disability, veteran status or any class protected
under applicable federal, state, or local law.
To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Franklin-Building/Assistant-Director---Service-Hub_JR00126338
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