This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6682023
r
rDirector, OSFA Client Services
r
rLocation: Financial Aid
rRegular/Temporary: Regular
rJob ID: 608069
rFull/Part Time: Full-Time
r
r Workplace Culture
NAU aims to be the nation\'s preeminent engine of opportunity, vehicle
of economic mobility, and driver of social impact by delivering
equitable postsecondary value in Arizona and beyond.
{ckesavedhref="https://nau.edu/president/strategic-plan/"
isparent="" target="blank"}
Special Information
- Given the front-facing nature of this unit, this is an in-person
position on the Flagstaff, AZ campus, with opportunity for one
remote day per week after the first six months of employment.
- This position is posted as Director, OSFA Client Services which is a
working title. The NAU system title for this position is Director,
Enrollment Management.
- This position will require occasional travel, weekend and overtime
work.
- Applicants are asked to submit a resume and cover letter in which
they discuss experience in cross-departmental collaboration as well
as leading staff through a complex change.
Job Description
The Office of Scholarships and Financial Aid (OSFA), within the division
of Enrollment Management (EM), seeks an experienced, collaborative
leader to serve as the Director of Client Services. OSFA awards over
\$400 million in financial aid each year and this unit is responsible
for the front-facing, direct student contact aspect of the department.
This position plays a leadership role in the development of policies and
procedures designed to maintain compliance while providing excellent
customer service in all areas of financial aid. The areas of
responsibility within the Client Services unit include federal, state,
and institutional programs such as Federal Work-Study, Satisfactory
Academic Progress, Professional Judgement appeals, TEACH Grant, Arizona
Teachers Academy, Consortium Agreements, and Earn to Learn; all
front-line operations and case management; and scholarships including
NAU, Foundation, private, and tribal aid.
The Director of Client Services works closely with the Director of
Operations and Compliance to maintain consistency of service to
students, equitable working conditions for staff, and aligned policies
and procedures to ensure department compliance at all times. The
Director serves on OSFA and EM leadership teams and maintains strong,
positive relationships with division and campus partners for recruitment
and retention efforts and demonstrates a full understanding and active
participation in fulfilling the mission of the organization. Campus
partners include, but are not limited to: University Admissions, Office
of the Registrar, Student and Departmental Account Services, Student
Affairs, academic departments, Center for International Education, and
Disability Resources.
Northern Arizona University serves over 28,000 students, with 21,500
located on the Flagstaff Campus in Arizona and 6,600 students enrolled
at 22 other instructional sites throughout the state and online. This
position is located on the Flagstaff, AZ campus and reports to the
Associate Vice President of Enrollment Management.
Personnel Management - 35%
- Direct the operations of the Client Services unit within the
department through leadership, supervision, guidance, training, and
evaluation of two Assistant Directors and other Service Professional
staff.
- Provide significant influence over employment and rewards decisions
and performance appraisals. Deliver recognition or corrective
actions as necessary.
- Review job descriptions and evaluate unit structure when filling
positions.
- Assist unit in setting individual and unit goals, both short and
long term.
- Ensure management of program budgets.
- Maintain awareness of strengths & weaknesses of unit.
- Allocate financial and non-financial resources to ensure staff
efficacy and meet department needs.
- Accountable for success of the unit.
Team Leadership - 20%
- Coach, mentor, and motivate staff. Promote team effectiveness and
camaraderie.
- Seek professional development opportunities for staff to improve
upon job-related skills.
- As appropriate, train direct reports on targeted areas of
Directors\' responsibility (department budgets, policies and
procedures, committee work, reporting, and leadership skills) to
prepare them for future promotion opportunities.
- Review completed work and monitor reports to ensure accuracy and
provide constructive feedback for improvement.
- Resolve conflicts and consult with leadership for solutions and
actions.
Department Leadership - 20%
Serve on the OSFA Leadership and Management Teams. Actively participate
in and drive discussions related to staff issues, strategic planning,
and goal setting. Provide regular updates on unit\'s successes and
opportunities for improvement.
Handle student/parent escal