The AVP of Student Records and Student Financial Services (SRFS) is an inaugural position bringing together various service areas to better support students and the Creighton community. The AVP will provide direction and leadership for SRFS staff, manage SRFS with a special emphasis on compliance with federal regulations, University policy, and provide service to the students and other University constituents relating to student records and financial services. The AVP of SRFS will oversee the Office of the Registrar, the Business Office and the Financial Aid Office.
The AVP of SRFS provides strong and decisive leadership and expert guidance to the University on all matters related to and bringing together student records, student accounts, and financial aid. The AVP will develop systems to improve the efficiency and effectiveness. The position will have a high level of decision-making ability as he/she will analyze and interpret student records, student accounts, and financial aid information with decision making authority. He/She will also be evaluated on service levels being provided to those engaging with personnel from the three aforementioned offices.
- Assure that the SRFS team is in compliance with Federal, State and University policies, rules and regulations.
- Lead, manage, and oversee the improvements necessary in implementing more automation, including, but not limited to robotics process automation.
- Collaborates with and discusses institutional project needs with IT and operational department directors, provides advice and expertise to meet the institution’s priorities.
- Develop objectives to achieve long range goals within the SRFS budget, developing metrics and benchmarks to assess levels of satisfaction with improved service levels.
- Assess adequate staffing levels and training and development of all SRFS staff.
- Create a forward-facing staff to serve students, while evolving the use of technology to improve efficiency in processes.
- Develop, manage, and maintain systems and processes improvement efforts to create a frictionless user experience for all constituents engaging SRFS incorporating performance-based measurement and technology into innovative solutions that are sound, intuitive and scalable.
- Responsible for maintaining and delivering high quality, timely services for both the physical and virtual environments, as measured by metrics and surveys to be developed.
- Promotes transparency through area communication within Enrollment Management, but more specifically between the Office of the Registrar, the Business Office and the Financial Aid Office.
- Leads in the utilization of continuous improvement methodology to help achieve industry best practices.
- Oversee and coordinate interoffice functions within SRFS (data entry, planning, service areas, etc.) as well as between SRFS and other University departments.
- Develop strategies to improve the student enrollment process when involving SRFS.
- Develop and oversee SRFS budget.
- Bachelor’s degree in related field required; Master’s degree preferred.
- Minimum of ten (10) years of relevant work experience.
- Minimum of seven (7) years of supervisory experience, with SRFS experience preferred. Working knowledge of SIS is preferred.
- Experience with establishing, managing, and maintaining workflow and continuous improvement methodology.
- Strong written, oral and digital communications skills.
- Proven success and experience in managing teams.
- Strong customer service orientation.
- Experience with student information systems, student portals, CRM systems, payment plan and tuition billing systems, degree audit systems, or other student service systems strongly desired.
- Basic knowledge student service response best practices (as it relates to student and customer service delivery).
- Excellent problem solving and decision-making skills.
- Ability to use logic and reasoning to anticipate problems and to identify strengths and weaknesses of alternate solutions to problems.
- Ability to handle and resolve stressful situations.
- Willingness to accept accountability with decision-making authority.
Seeing: 75 – 100%
Lifting/Pulling/Pushing: 0-24% (pound: lbs.)
Fingering/Grasping/Feeling: 75 – 100%
Exposure to Blood Borne pathogens: No
Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination.
This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE. Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice.