Student Services Supervisor

Job Summary

Incumbents manage the day-to-day operations of the student business office and supervise front-line staff in student services offices. Incumbents may be assigned to lead the design, development and pilots of the new student case management model and services, and provide assistance to other student services offices.

Essential Functions

• Supervise staff to include prioritizing and assigning work; coordinating staff operations; conducting performance evaluations; coordinating staff training; and implementing hiring, discipline, and termination procedures
• Manage operations in the assigned area of function; work may involve developing operational plans, and ensuring that all student services, advising services, call center, and/or business office operations, to include record management, student financials, enrollment, case management, and customer service functions, are performed in accordance with regulatory and policy requirements
• In conjunction with the office of the Registrar and the Enrollment department, create, implement, and monitor policies and procedures relating to student records and financial accounts
• Interpret and fairly applies FERPA guidelines and maintains related records in accordance with campus and federal guidelines
• Develop and monitor an assigned budget; work may involve monitoring expenditures, analyzing financial information to determine trends, and approving purchase and other requests
• Design and develop new case service models and initiatives; work may involve assessing academic and support needs; evaluating case management systems; training staff to perform case management and advising duties; and assisting with collecting and analyzing data related to the new case management system
• Provide proactive assistance to address students’ academic and support needs; work may involve providing academic advising services by assessing students’ needs, tracking student progress, providing resources and necessary information and guidance, and preparing academic plans aligned with student goals
• Monitor fiscal records and processes; work may involve coordinating with assigned staff to ensure that fiscal reports are completed, and records are maintained in accordance with applicable policies and procedures; refunds are administered appropriately; payment transactions and scholarships are appropriately posted and processed; and third parties are billed and cash is managed in accordance with applicable guidelines
• Prepare, maintain, scan, review, update, and/or coordinate the preparation or maintenance of general and critical academic, financial and operational records; and prepare analytical, operational, and statistical reports to facilitate management decision making and departmental operations
• Collaborate with students, faculty, vendors, students services staff, student services providers, other campus students supervisors, district offices, and other internal and external staff, departments, and agencies, and attends committee and other meetings, to communicate information, represent the department/College, provide recommendations, develop and revise processes and procedures to improve service delivery, troubleshoot/resolve issues, promote College operations, to support the implementation of case management, and facilitate related operations in the assigned area of function
• Perform other duties as assigned

Qualifications, Knowledge, Skills, Abilities and Physical Requirements

Minimum Qualifications:

• Bachelor's degree*
• One (1) year experience in administrative management, student support services or related area

Preferred Qualifications:

• Master's degree preferred

*Minimum Education Qualification can be substituted with an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

Knowledge, Skills and Abilities:

• Knowledge of supervisory principles, practices and techniques
• Knowledge of business methods, principles and practices
• Knowledge of project management principles
• Knowledge of principles in assigned area of operations
• Knowledge of principles and practices of conflict resolution
• Knowledge of principles and methods of qualitative and quantitative research
• Knowledge of principles and practices of budgeting and fiscal management
• Knowledge of best practices, trends and emerging technologies
• Knowledge of principles and techniques of effective oral presentations
• Knowledge of applicable federal, state and local laws, codes, regulations
• Knowledge of customer service principles
• Knowledge of specialized equipment relevant to area of assignment
• Knowledge of modern office technology
• Skilled in supervising and evaluating staff performance
• Skilled in training and coaching staff
• Skilled in providing project/program management, organization and coordinating logistics
• Skilled in researching industry trends, solutions and best practices
• Skilled in reading, analyzing, evaluating, interpreting and summarizing written materials and statistical data
• Skilled in interpreting, monitoring and reporting financial information and statistics
• Skilled in authoring, reviewing and editing complex reports and documents
• Skilled in reviewing and evaluating program compliance
• Skilled in interpreting and applying applicable laws, codes, regulations and standards
• Skilled in providing customer service
• Skilled in utilizing a computer and relevant software applications
• Skilled in utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and others sufficient to exchange or convey information

Physical Requirements

Positions in this class typically require grasping, hearing, keyboarding, reaching, repetitive motion, standing, talking, visual acuity, and walking. The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.