University of Miami
Where Excellence Meets Purpose
The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.
With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful purpose to transform and impact the lives of its students, patients, members of the community, and people across the globe.
The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.
The University has been named on Forbes’s Best Employers list for two consecutive years, and is the only university in Florida to receive this honor.
The Executive Director, Canes Central provides leadership in a cross-functional service area to support student interactions involving financial aid, registration, student records, billing and payment services to University constituents. This role supports current students, prospective students, applicants, parents, alumni and community members by providing leadership, supervision, and guidance to ‘Canes Central professional staff. Key responsibilities of this job include overseeing and managing the daily functions of ‘Canes Central on the Coral Gables campus and the delivery of service excellence. The position supports the University’s common purpose, DIRECCT values, and service standards by applying leading technologies and practices to create and maintain an effective service model focused on ensuring the highest level of customer service to create a pleasant, personal, timely, and consistent experience for all interactions.
CORE JOB FUNCTIONS
Oversees daily operations of student services within ‘Canes Central which offers services to in-person visitors, as well as inquiries by phone, email, and virtual technology systems, issuing student record documentation, processing student record changes, processing ‘Canes Card requests, directing students to campus-based resources, and answering student and parent inquiries and concerns. Defines team goals, monitors daily operations, and directs workflow and distribution. Provides guidance as staff works closely with other university constituents including Advisors, Specialists, and Trainers to ensure exceptional customer service and the accurate and timely delivery of services. Contributes to the development of new policies and procedures, and propose solutions to complex problems. Monitors the ongoing operational needs of ‘Canes Central; develops and implements action plans to ensure maximum effectiveness and efficiency of resources (to include redistribution of work; re-assignment of responsibilities); assigns new work tasks/delegates as appropriate; facilitates staff cross-functional training opportunities. Identifies and sets quality and service standards for the unit. Monitors and analyzes data reports to identify trends and patterns and develops methods to proactively handle requests and concerns coming to ‘Canes Central. Monitors ticketing/queuing system, call center intake, in-person service, virtual and email activities and schedules staff accordingly in order to meet service requirements. Collaborates with trainer, specialists, and Human Resources to promote and actively support professional development opportunities and training; oversee implementation of training programs and plans; monitor staff to identify training needs. Communicates with staff to provide clear performance expectations, performance measures and consistent feedback for improvement.
Keeps staff apprised of information that is important to the procedures and workload of the unit, including policy and/or procedure changes. Partners with Office of the Registrar, Financial Aid, and Student Accounts to develop ways to improve service to students, parents and all constituents. Oversees and participates in the accurate, ethical, and complete packaging of all services pertaining to eligible and prospective students. Manages daily functions in accordance with federal, state, local, and institutional regulations; ensures student record integrity. Ensures internal control oversight and compliance with laws and regulations, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements and monitors controls.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
Bachelor’s Degree in relevant field required. Master’s Degree in relevant field preferred
Minimum 5 – 7 years of relevant experience in a service centered environment; demonstrated supervisory experience required.
Knowledge, Skills and Attitudes:
- Commitment to the University’s core values
- Ability to communicate effectively in both oral and written form
- Ability to maintain effective interpersonal relationships
- Ability to recognize, analyze and solve a variety of problems
- Ability to manage a budget and work within the constraints of that budget
- Ability to direct, manage, implement, and evaluate department operations
- Ability to establish department goals and objectives that support the strategic plan
- Proficiency in computer software (i.e. Microsoft Office)
PHYSICAL REQUIREMENTS/ WORKING ENVIRONMENT
The following sections capture the physical demands and working environment that are required for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Conditions of extreme heat or extreme cold
Equipment in motion
High noise levels
Exposure to TB
Exposure to Blood-borne Pathogens
Exposure to Radiant Energy
Operate vehicles (Select Vehicle)
Use hand tools
Use power tools
Use of keyboard or touchscreen
The above statements are intended to describe the general nature and primary responsibilities of this job classification. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job. This a job profile description and not all duties may be assigned to a specific position in each individual department.
End of Job Description
The University of Miami is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
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