Student Accounts Experience Leader

Howard University; United States; On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health & Wellness

Work-Life Balance

Financial Wellness

Professional Development

Additional Perks

Job summary

Howard University seeks a Student Accounts Manager to provide strategic and operational leadership for the Bursar’s student account operations, customer engagement, and service delivery. The role oversees a team delivering exceptional service while ensuring fiscal stewardship, regulatory compliance, and institutional accountability.

The Manager will develop service strategies leveraging technology and data analytics to enhance the student experience, partnering across the University to

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting, Higher Education Administration, Public Administration, or a related field.
• Five (5) years of progressively responsible experience in student financial services, bursar operations, finance, accounts receivable, customer service management, or a related field.
• Minimum of three (3) years of supervisory or leadership experience.
• Master’s degree in Business Administration, Higher Education Administration, Finance, or a related discipline.
• Experience with Workday Student or comparable enterprise student information systems.
• Experience leading operational improvement, technology implementation, or organizational change initiatives.
• Knowledge of higher education financial operations, student accounts, receivables, and regulatory compliance.

Responsibilities

• Lead, supervise, coach, and develop a team of Student Account Analysts and customer service staff by establishing performance expectations, fostering professional growth, and promoting a culture of accountability, collaboration, and continuous improvement.
• Oversee the delivery of exceptional student account services across in-person, virtual, email, and self-service channels, ensuring a student-centered experience and the timely resolution of complex account inquiries and escalations.
• Manage daily operations, including staffing, workload distribution, queue management, resource allocation, and operational procedures to ensure efficient, consistent, and compliant service delivery.
• Analyze service, operational, and financial data to monitor performance, identify trends, develop key performance indicators, and implement data-informed improvements that enhance customer service and operational effectiveness.
• Safeguard institutional revenue by ensuring accurate student account administration, compliance with university policies and financial regulations, and adherence to sound fiscal stewardship practices.
• Support the development and maintenance of student-facing communications, including website content, FAQs, instructional materials, email campaigns, and multimedia resources that improve financial literacy and reduce service inquiries.
• Champion continuous process improvement by leveraging technology, automation, Workday Student, reporting tools, and self-service solutions to modernize operations and improve the student experience.
• Build and maintain collaborative partnerships with Financial Aid, the Registrar, Admissions, Housing, Treasury, Information Technology, Enrollment Management, and other university stakeholders to support integrated student services.
• Lead and participate in departmental and cross-functional initiatives related to strategic planning, enrollment readiness, operational excellence, organizational change, and service innovation.
• Perform other duties and special projects as assigned in support of the mission, goals, and strategic priorities of the Office of the Bursar.

Skills

Leadership experience

Customer service management

Financial services

Supervisory experience

Education

Bachelor’s degree in Business Administration, Finance, Accounting, Higher Education Administration, Public Administration, or a related field

Master’s degree in Business Administration, Higher Education Administration, Finance, or a related discipline

Tools

Workday Student

Job description

Howard University seeks a Student Accounts Manager to provide strategic and operational leadership for the Bursar’s student account operations, customer engagement, and service delivery. The role oversees a team delivering exceptional service while ensuring fiscal stewardship, regulatory compliance, and institutional accountability.

The Manager will develop service strategies leveraging technology and data analytics to enhance the student experience, partnering across the University to