Enrollment Services Manager
Position Summary
This position oversees the delivery of frontline enrollment services by coordinating and supporting Admissions, Financial Aid, Registration and Records, Student Accounts, and external program enrollment services.
The Manager serves as the operational lead for the Welcome Center, ensuring students receive accurate, timely, and seamless assistance throughout the enrollment lifecycle.
Major Responsibilities
Welcome Center Leadership
- Manage the daily operations of the College Welcome Center, ensuring a welcoming, student-centered environment.
- Establish and monitor customer service standards to ensure consistent, high-quality service.
- Coordinate cross-training to ensure staff are knowledgeable in Admissions, Financial Aid, Registration, Student Accounts, and external program processes.
- Monitor service levels, wait times, and operational efficiency while implementing continuous process improvements.
- Develop and maintain operational procedures and service protocols for the Welcome Center.
Enrollment Services Coordination
- Serve as the primary operational liaison between Admissions, Financial Aid, Registration and Records, Student Accounts, Workforce Development, Continuing Education, and other external enrollment programs.
- Coordinate front-line enrollment services to ensure seamless transitions between departments.
- Support enrollment initiatives, registration events, orientation programs, Instant Admit Days, Open Houses, and other recruitment and enrollment activities.
- Assist students with navigating enrollment processes while ensuring referrals to appropriate specialists when necessary.
- Collaborate with campus departments to improve the overall student experience and remove barriers to enrollment.
Admissions Support
- Support all operational functions of the Office of Admissions.
- Maintain thorough knowledge of admissions policies, procedures, residency requirements, transfer processes, and enrollment regulations.
- Assist with communication strategies designed to recruit and enroll prospective students.
- Support student visit programs, campus tours, and recruitment events.
- Ensure accurate processing of inquiries, applications, and admissions documentation.
Systems and Operations
- Manage and maintain Banner and other student information systems supporting enrollment operations.
- Maintain electronic records and document management systems, including OnBase or successor systems.
- Monitor data integrity and ensure timely processing of student records.
- Generate reports and analyze operational metrics to improve service delivery and enrollment outcomes.
- Recommend and implement technology solutions that improve operational effectiveness.
Communication and Collaboration
- Develop and maintain effective working relationships across Student Success and Academic Affairs.
- Assist in developing enrollment communications and operational messaging.
- Maintain accurate Welcome Center and Enrollment Services information on the College website and student portal.
- Participate in campus committees and represent Enrollment Management as assigned.
Administrative Responsibilities
- Assist with departmental budget planning, purchasing, and resource management.
- Develop and maintain operational manuals, workflows, and training materials.
- Ensure compliance with college policies, SUNY guidelines, FERPA, and applicable state and federal regulations.
- Perform other duties as assigned.
Minimum Qualifications
- Associate's degree required; Bachelor's degree preferred.
- Three (3) years of progressively responsible experience in higher education enrollment services, admissions, student services, or a related area.
- Experience coordinating customer service operations.
- Experience using Banner.
- Demonstrated knowledge of admissions, financial aid, registration, student accounts, or related enrollment functions.
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