Operation Specialist - Syracuse University : Job Details

The Operations Specialist serves as the direct supervisor for the Accounting Clerk and Enrollment Services Coordinator in the Project Advance Business Office, overseeing the program's student billing and registration operations. This position provides training, ongoing mentorship, and annual performance reviews for staff members. In addition to supervisory responsibilities, this position monitors and assists with day-to-day business operations and provides hands-on support and direction for operations related to student registration, billing and payment processing, customer service, and record management for a large partnership program serving secondary students enrolled in Syracuse University courses. The ideal candidate possesses a high degree of professionalism and strong interpersonal and communication skills to engage with a diverse and high volume of stakeholders from partner school communities and on-campus faculty and staff. The Operations Specialist also provides administrative support for the program Director, other administrators, and staff. This position works closely with the Business Manager and requires sound judgment and discretion to help promote continuous program improvements and efficiencies and review and resolve enrollment-related conflicts. The Operations Specialist may also be tasked with special projects or strategic initiatives.

Education and Experience

* Bachelor's Degree preferably in business management or an equivalent combination of education and experience is necessary.

* Six (6+) plus years of relevant office experience.

* Eight (8+) plus years in lieu of a degree, and considerable knowledge of university organization, policies, and procedures is highly desirable.

* Must demonstrate professional and emotional maturity and flexibility.

* Ability to work independently, multi-task and always maintain mature judgement and confidentiality.

* Must possess excellent interpersonal, communication, time management, and organizational skills and be familiar with electronic communications and database management.

* The processes in this position require foresight and very close attention to detail and deadlines.

Skills and Knowledge

* Knowledge of PeopleSoft/Hyperion, Microsoft Office (Outlook, Word, Excel, Teams), Adobe, and Zoom.

* Ability to work independently and with a high volume of work.

* Supervisory experience preferred.

* Proficiency as a Spanish speaker desirable.

* Ensure the security, integrity, and confidentiality of data. Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.

* Oversee timely and courteous response by business office staff to inquiries, complaints, requests, etc. from external stakeholders.

* Ensure general adherence to and implementation of Syracuse University academic policies related to course registration, grade assignment, etc., and work with Business Manager to provide resolutions as necessary.

* Ensure compliance with Human Resources policies and procedures.

Responsibilities

* General Office Support and Supervision of Accounting and Enrollment staff. Assisting with the daily management of operations of the Project Advance office, including:

* Process student registrations.

* Audit reports to ensure accuracy between internal and main campus systems. Implement process improvements and resolve discrepancies.

* Oversee the process for student payments and tuition assistance applications.

* Manages elevated customer service questions/conflicts especially during high volume enrollment periods and requires sound judgment and decision making to help manage and supervise departmental operations, processes and procedures.

* Manage day to day operations including but not limited to:

* Hire and train staff of office practices. Implement and recommend retention practices.

* New staff onboarding

* Provide initial training and mentoring in customer service best practices and FERPA compliance; ensure standardized practices and adherence to office procedures.

* Provide guidance and direction to nonexempt employees by reviewing, recommending, and communicating improvements and monitoring their implementation.

* Assist with identifying, developing, and helping facilitate appropriate staff professional development opportunities and coordinate with HR as needed.

* Assist with reviewing workflow processes and procedures; and identifying areas for improvement and greater efficiencies.

* Responsible for processing time sheets and keeping track of nonexempt employee hours periodically.

* Train and mentor student employees; delegate administrative or other duties and oversee work study progress and productivity.

* Review and draft business office communications for annual updates or emergent needs.

* Ensure proper documentation and regular review of staff responsibilities to assist with cross-

functional training.

* Oversee enrollment-related inquiries from Project Advance school community members.

* For non-standard enrollment-related inquiries from PA stakeholders, i.e., parents, students, instructors, counselors, etc., assist in reviewing and researching student records, program correspondence, policy, and documentation, to advise Business Manager and Program Director on appropriate resolutions. Must have sound judgement and decision making to manage departmental operations, processes and procedures while maintaining a high level of confidentiality.

* For stakeholder requests that can be resolved independently through a thorough review of set policies, guidelines, precedence, and/or supervisor feedback, enact and communicate resolutions on behalf of Project Advance as appropriate.

* Provide guidance to the business office team, including Enrollment Services Coordinator, on enrollment-related concerns and report and recommend solutions to systemic issues, e.g., with the PASS system, to Project Advance leadership team.

* Regularly monitor and help ensure business office staff provide accurate and comprehensive documentation related to Project Advance student records.

* Purchasing and Inventory.

* Purchasing of all supplies for PA office via ePro, JPMC credit card, and requisitions.

* Maintaining inventory spreadsheets from PA and Warehouse, textbooks for Summer Institute, and inventory of hazardous materials.

* Working with internal staff and Communications Manager on annual department purchases.

* Coordinating material purchases from Dupli and other jobs that require Dupli intervention.

* Accurate tracking, monitoring, and auditing is needed.

* Assist Business Manager with special projects. For example, but not limited to reviewing and drafting contract agreement inquiries from partner schools for direct-billed school partners, in coordination with Project Advance Director and other administrators, as well as other units on campus, such as ITS, as appropriate

Physical Requirements

* Tools/Equipment

* Application Instructions

In addition to completing an online application, please attach a resume and cover letter.