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Company

Strategic Education, Inc · 9 hours ago

Financial Aid Training Manager

United States

Full-time

Remote

Mid, Senior Level

$66K/yr - $99K/yr

5+ years exp

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Responsibilities

S/he will be creative and bring new ideas and improvements and lead/participate in the process to make improvements and achieve business results.

S/he will demonstrate high standards of achievement and demonstrate a strong focus on leading teams implementing process and technology enhancements.

Maintain a working knowledge of the literature and industry research regarding best practices, process improvement tools and capabilities to drive service excellence.

S/he will be a key contributor to planning and execution of functional initiatives to achieve operational excellence.

This leader will:

Provide thought leadership and contribute to the strategic planning process for the function

Contribute to the development of a roadmap of initiatives that will continually enhance service delivery performance for the function

Be accountable leading specific initiatives and achieving the objectives of the specific initiative

S/he will recruit/hire, train, develop and monitor staff performance.

Directly supervise FAS training team member(s).

Develop, document, and deliver in-person and online Title IV training to FA staff and internal stakeholders.

Develop with FA leaders’ quality control metrics and monitoring for FA staff to ensure highest quality customer service to CU leaders and SU students, and internal stakeholders.

Qualification

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Title IV knowledgeTitle IV trainingTraining delivery methodsCustomer service experienceBusiness acumenProcess improvementStaff performance monitoring

Required

Overall responsibility for planning, execution, and monitoring performance of Financial Aid Training within the university shared services organization.

Support learners/students at both universities.

Collaborate and consult with multiple stakeholders to develop, document and deliver Title IV financial aid subject-matter expert TRAINING for FAS staff and various stakeholders including but not limited to: Learner Services Organizations (LSO), CU Enrollment Counselors and SU Admissions Officers, SU field staff including Campus Directors, Campus Deans, and Coaches.

Responsible for SERVICE EXCELLENCE within Financial Aid by partnering with the CU and SU FA functional leaders to monitor service quality provided by staff to CU learners, SU students, and internal stakeholders.

Develop, document, and deliver with the assistance of the FA functional leaders’ remedial training to staff to ensure they continuously improve their service to our CU learners, SU students, and internal customers.

Responsible for hiring and training new team members, ongoing coaching of direct reports, and ensuring process documentation is current.

Creative and bring new ideas and improvements and lead/participate in the process to make improvements and achieve business results.

Demonstrate high standards of achievement and demonstrate a strong focus on leading teams implementing process and technology enhancements.

Maintain a working knowledge of the literature and industry research regarding best practices, process improvement tools and capabilities to drive service excellence.

Key contributor to planning and execution of functional initiatives to achieve operational excellence.

Provide thought leadership and contribute to the strategic planning process for the function.

Contribute to the development of a roadmap of initiatives that will continually enhance service delivery performance for the function.

Accountable leading specific initiatives and achieving the objectives of the specific initiative.

Recruit/hire, train, develop and monitor staff performance.

Directly supervise FAS training team member(s).

Develop, document, and deliver in-person and online Title IV training to FA staff and internal stakeholders.

Develop with FA leaders’ quality control metrics and monitoring for FA staff to ensure highest quality customer service to CU leaders and SU students, and internal stakeholders.

Excellent analytical thinking and problem solving skills.

Capable and comfortable managing a critical set of services with a function in a large, matrixed organization.

Strong business acumen, including critical thinking and execution discipline.

Exceptional partnering abilities; can effectively work collaboratively across departments to understand multiple perspectives, synthesize data, influence and inform decision making.

Excellent written and verbal communication skills with ability to effectively communicate information across and up the organization.

Develop and maintain working relationships with stakeholders across other departments.

Collaborate and communicate on a regular basis with key stakeholders on overall performance of the function or service, as well as future changes that may be planned.

In partnership with Human Resources and LSO, facilitate and lead the implementation of consistent processes and technology capabilities to achieve key objectives such as productivity improvement, improved student/learner experience, higher enrollment/conversion and student outcomes.

Outstanding Title IV knowledge.

Experienced Title IV trainer with a sound understanding of training delivery methods.

Outstanding knowledge of customer service experience from an end-to-end perspective.

5+ years of hands-on Title IV experience.

3+ years of training experience.

From an accredited institution; Bachelor’s degree required.

Must be able to travel 25% of time.

Must be able to lift 10lbs.

Typical office setting.

Mobility within the office including movement from floor to floor.

Travel via plane, car, and metro may be required to perform this job.

Must be able to work more than 40 hours per week when business needs warrant.