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Nelnet · 1 day ago

Manager II - SGO

United States

Full-time

Remote

Mid Level

$66K/yr - $70K/yr

3+ years exp

Nelnet Business Solutions provides payment technology and education services, and they are seeking a Manager II for the Scholarship Granting Organization (SGO) Team. This role involves managing the performance of Account Managers and Team Leads, fostering a culture of continuous improvement, and collaborating with various teams to enhance customer service and operational efficiency.

Financial ServicesInformation TechnologyPayments

Responsibilities

Lead, challenge, and further develop a group of talented Team Leader/team members, establishing departmental goals and individual objectives, setting, and reviewing KPIs, and providing feedback to meet requirements of business functions and processes

Foster an innovative culture of continuous improvement with a customer focus through open communication, collaboration, and the exchange of information amongst the team and across the department, as well as with other departments

Manage all operational functions/processes related to servicing SGO intuitions

Contribute customer service-related insight and recommendations to strategic plans and reviews by preparing and completing action plans, developing, and implementing key performance indicators/metrics, resolving problems, identifying trends, and implementing change

Collaborate with IT/Data Insights and AI teams to identify emerging AI technologies and industry trends, developing and executing AI utilization strategies while integrating best practices into operations to streamline processes and enhance customer interactions by personalizing customer experiences, predicting needs, and proactively addressing issues

Oversee the development, maintenance and enhancement of policies and procedures for servicing the FACTS market, working with management inside and outside the department to increase consistency and eliminate redundancy

Participate and lead meetings, coordinate projects, prepare reports, forecast, monitor and adjust staffing requirements, and support internal/external audits

Assist with the FACTS SGO Department’s annual operating budget and monitor expenses to operate within the budget

Provide support and consultation during the sales process

Assist in collecting and analyzing time spent on value added services and participate in annual pricing review

At a high level, maintain knowledge of state legislation related to financial aid and provide support to team members

Participate in annual retrospective with the client to gather valuable information for system or process improvement

Qualification

Operations managementFinancial acumenPerformance managementBusiness planningCustomer service orientationAnalytical skillsTeam buildingLeadership skillsCommunication skillsFlexibility