Student Services Operations Manager

Northeast Iowa Community College; Calmar Township (IA); On-site; USD 52,000 - 75,000; Full time

Job summary

Northeast Iowa Community College is seeking a Manager of Student Services Operations within the Enrollment Management team to oversee CRM, enrollment processes, and reporting.

You will supervise staff, design business processes, prevent fraud in financial aid, and coordinate communications to ensure a superior student experience across virtual and in-person interactions.

Qualifications

• Bachelor’s degree or three years of equivalent work experience.
• Preference for degree in business, communication, accounting, and/or higher education.

Responsibilities

• Provide supervision of the student services assistant team.
• Oversee general office operations and ensure high-quality customer service.
• Coordinate appointment scheduling procedures for student services assistants, organize meeting agendas and logistics, and manage staff coverage.
• Provide routine customer service, virtually, in-person and via phone; project and maintain a positive, professional image of the College.
• Evaluate risk-mitigation strategies and investigative procedures to prevent fraudulent activity in financial aid distribution and student account transactions.
• Serve as a subject matter resource for staff and students on student services processes and policies.

Skills

CRM operations

Workflow management

Data reporting

Fraud prevention

Customer service

Staff supervision

Onboarding

Training staff

Communication strategies

Enrollment reporting

Education

Bachelor’s degree or 3 years of equivalent work experience

Tools

Ellucian Colleague (SIS)

SoftDocs

Anthology Reach (CRM)

Job description

Collaborates within an integrated Student Services team under the direction of the Executive Director of Enrollment Management to support recruitment, financial aid, and retention. Manages CRM operations, designs and implements new business processes, and assists with enrollment reporting, fraud prevention, workflow management, and communication strategies. Additionally, maintains comprehensive process documentation and evaluates service delivery to ensure an exceptional experience for all stakeholders.

Duties and Responsibilities

The tasks listed below are those that represent the majority of the time spent working in this class. Management may assign additional tasks related to the type of work of the class as necessary.

• Provide supervision of the student services assistant team.
• Oversee general office operations and ensure high-quality customer service.
• Coordinate appointment scheduling procedures for student services assistants, organize meeting agendas and logistics, and manage staff coverage.
• Provide routine customer service, virtually, in-person and via phone.Project and maintain a positive, professional image of the College when meeting or talking with students or other outside contacts.
• Evaluate risk-mitigation strategies and investigative procedures to prevent fraudulent activity in financial aid distribution and student account transactions.
• Serve as a subject matter resource for staff and students where student services processes and policies are concerned. This requires maintaining a thorough knowledge of academic programs, admissions, advising and financial aid procedures.
• Maintain and monitor systematic onboarding process for new student services employees.
• Train new and existing employees on student services policies and procedures.
• Organize and lead the annual student services operations calendar to ensure proactive and timely processing.
• Support the development and implementation of an annual student communication plan and lead marketing project requests.
• Manage data and reporting for student services and work closely with other offices to improve the College’s business processes.
• Ensure process efficiency through the development and maintenance of automated workflows, data integrity and the effective use of enrollment systems.

Qualifications

Bachelor’s degree or three years of equivalent work experience. Preference for degree in business, communication, accounting, and/or higher education.

Certifications and Licenses

Must possess a valid driver’s license.

Essential Functions

• Oversee the planning, implementation and management of day-to-day operations related to Ellucian Colleague ( SIS ), SoftDocs (document imaging), Anthology Reach ( CRM ) and other emerging technologies.
• Serve as a CRM system expert to deliver training to support Reach users across the college.
• Manages CRM operations throughout the student lifecycle, configuring automated communication workflows and establishing data-entry standards to ensure system accuracy.
• In collaboration with the CRM System Administrator, analyze and resolve CRM software issues in a timely and accurate fashion. Determines how to best leverage CRM capabilities and functionality for maximum impact/ ROI for the college.