Associate Manager, Admissions and Records Operations - Minneapolis, United States - Capella University

Description

This role is responsible for leading a team of Admissions and Records staff (Representatives, Seniors, and Specialists) providing daily work direction, processing improvement, and people development in a highly innovative and ever-changing academic environment.
Accountable for maintaining the accuracy of applicant and learner records through effective management of the overall operations of the team including managing service level metrics and meeting high quality expectations.
In addition, this leader works with business partners to solve problems, share information, ensure process alignment and compliance, and collaborate on university initiatives. The Associate Manager is responsible for hiring, direct supervision, performance management, and ongoing coaching and development of team members.

Essential Duties & Responsibilities:

50% - Staff Development & Performance Management

• Direct supervision of 10-15 team members involving daily interaction with all team members.
• Train, develop, and monitor performance of staff to ensure timely and accurate information is provided to learners.
• Lead team in setting appropriate business and professional goals and support employee professional development goals.
• Provide coaching, feedback, and opportunities for skill development and relationship building.
• Facilitate ongoing performance discussions and formal performance reviews.
• Conduct regular team meetings and one-on-one meetings; communicate impact of policy, process, strategy, and initiative changes or updates.
• Foster team cohesiveness and build consistency in processes and service approach; establish initial & ongoing training program and work with team to ensure all process documentation is correct.
• Serves as liason with other departments or teams in the resolution of day-to-day administrative and operational issues.

40% - Workflow & Capacity Management

• Accountable for workflow management including scheduling, time utilization, productivity, quality, handle and cycle time, and service level metrics.
• Recruit, orient, and train new team members as needed to ensure sufficient capacity to meet service level targets.
• Recommend departmental improvements and efficiencies & provide analysis to support the need.
• Work closely with Planning and Reporting Team to prioritize work and manage short/long term capacity.
• Utilize metrics to evaluate tream and individual performance and effectively implement continuous improvement, streamline processes, and optimize efficiency.
• Develop knowledge of workflow drivers, volumes, and impacts to make effective decisions.
• Manage day-to-day work with contractors and vendors.

10% - Training and Recruiting

• Interview internal and external applicants for Admissions and Records Operations roles
• Retain and develop top-tier talent
• Succession planning and development for aspiring staff
• Partner with Human Resources and Recruitment on key hiring decisions

Job Skills

• Process Management – Excels at figuring out processes necessary to get the right things done. Knows what to measure and how to measure it and can simplify complex processes. Excellent ability to organize information, manage tasks and projects and use available tools to effectively streamline processes.
• Motivation – Creates an environment where others are inspired and want to do their best. Makes each individual feel his/her work is meaningful.
• Honest Communication – Creates trust and open dialogue to solve problems, provide encouragement, and build effective teams. Creates an atmosphere in which timely and high quality communication flows smoothly between self and others. Ability to remain calm under pressure and maintain a professional demeanor at all times.
• Delegation – Clearly and comfortably delegates both routine and important tasks and decisions.
• Act with Urgency – Focuses on the most critical issues and an unrelenting drive for results.
• Enterprise View – Demonstrate curiosity and a well-formed world view. Incorporate a broad understanding of the business and make decisions that align with what is best for the organization as a whole.

Work Experience

• Minimum of 4 years professional level experience in student services, service organizations, or administrative processing center environments.
• 2+ years in direct employee leadership strongly preferred.
• Previous leadership experience or commensurate experience required.

Education

• Bachelor's degree required; will consider equivalent work experience in lieu of a degree.

Other

• Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives %), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).
• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
• Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
• Able to access information using a computer.
• Other essential functions and marginal job functions are subject to modification.
• SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$66, $99, Salary