Associate Vice President, Student Financial Services
Full Time
Remote
Posted
Job description
We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.
Our Workforce Is Expanding Beyond New Hampshire!
We have remote work opportunities available in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.
The Opportunity
The Associate Vice President of Student Financial Services serves as a key leader and is responsible for all aspects of SFS Student Facing Services, providing strategic leadership and oversight of large, multi-channel, multi-campus, contact centers with a high degree of focus on the student experience. As the AVP, you will ensure compliance with federal regulations, university policy, and uphold university culture and brand values. This position coordinates with other Student Experience leaders and align with University strategy to enhance the customer experience for SNHU students, while looking for opportunities to improve efficiency and service in the ways and channels that students desire to be served. As a senior leader, the AVP represents the Division within the University and externally. This position is remote friendly (#LI-Remote) and will report to our Vice President of Student Financial Services.
In this Role You'll Get To:
- Support the enrollment goals of the university by leading the daily operations of Global Campus, University College and CBE Student Facing Services ensuring a world class student experience.
- Develop direct reports and build succession plans by identifying and encouraging the next generation of leaders through mentoring, coaching, and stretch assignments.
- Promote employee engagement through visible leadership, listening and involvement.
- Coordinate with other SFS senior leaders to ensure maximum efficacy and productivity in the SFS processes for students.
- Align with the university's customer experience (CX) strategy, identify innovations and programs to enhance service that students.
- Through research and external involvement, identify best practices, which create a student-centric communications strategy.
- Analyze data and determine program effectiveness; ensure strong internal controls.
- Assess qualitative and quantitative team metrics to optimize team performance and ensure compliance with all federal and state regulations and university policies.
- Ensure that all work promotes inclusion and equity according to SNHU's DEI plan.
- Be a member of SFS Core team.
- Represent the Vice President, Student Financial Services.
- Other responsibilities as assigned.
What we're Looking For:
- 10+ years of experience in Call Center Management and influencing others based on long-term projections while using data to support their decision-making.
- Bachelor's Degree is required; Master's degree is nice to have
- Experience leading others in an evolving work environment using change management strategies while demonstrating a positive attitude and flexible, creative problem-solving skills
- A successful coach, mentor, and developer of others
- Work calmly in high pressure situations while demonstrating sound decision quality and judgment.
- Experience in strategic planning while demonstrating effective collaboration and negotiation skills.
Nice to have:
- Experience with Title IV regulations.
- Experience implementing customer experience (CX) strategy.
- Knowledge of Five9, Salesforce and Banner.
Thinking about the job, but not sure you should apply? We still want to hear from you.
We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!
Are Benefits Important to You?
We offer exceptional benefits, many available starting on the first day of employment:
Anthem BlueCross affordable, low-deductible Medical insurance available on day one
Low to no-cost Dental, Vision and Life Insurance options
5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays
A Retirement Plan with a 9% Employer Funded annual contribution
Tuition Benefits with family offerings
Who Are We?
SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Remote work disclaimer
Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.
Please note that a background check is required for employment.
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