Director of Student Services, Villanova University

Posted by Villanova University on May 28, 2018

In close collaboration with the Assistant Dean, Office for Undergraduate Students (OUS), the Director of Student Services is responsible for managing the day-to-day operations and services provided by OUS. The Director works to continually enhance offerings and processes, protocols and procedures. The Director manages a team of professionals who work in the following areas: systems management, reporting, graduation certification, admissions, events, publications, as well as the reception/triage and all work-study students, volunteers or graduate assistants. The Director upholds academic policies in the management and approval of student requests related to various academic policies. The Director works closely with the Assistant Dean and other Directors in OUS on strategic planning, and gathers and analyzes data to inform the activities and initiatives of OUS. Coordinates with other offices on campus and sometimes with parents to resolve academic and student service issues.

The Director is responsible for supporting the financial and budget processes of OUS, including scholarship programs, procurement card processes, expense tracking, requests for payments, and other financial reporting.

This individual should possess the ability to identify and develop solutions to problems and resolve unexpected issues independently. In the performance of these duties, this individual directly contributes to the successful execution of strategies in support of the mission of the University and CLAS Undergraduate programs.

Villanova is a Catholic university sponsored by the Augustinian order. Diversity and inclusion have been and will continue to be an integral component of Villanova University’s mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University’s mission and values.

Duties and Responsibilities

Manage the student support experience in OUS and overall office operations.

  • Supervise administrative resources (reception/triage), manage office calendar, event calendar.
  • Continually monitor best practices to ensure the office is up-to-date on services, protocols, use of technology and that proper procedures for office operations are communicated effectively to the rest of the College.
  • Foster clear communication among OUS team regarding standard operating procedures for handling general student walk-ins, phone calls and emails.
  • Manage all work study students and/or volunteer students including recruitment/hiring and management of work schedules, training, approval of time sheets, delegation and completion of work assignments, and evaluation of staff and student workers.
  • Supervise four staff members on the student support team.
  • Develop and manage the Student Ambassador Program.
  • Responsible for facilities management of office ensuring office equipment and space and office supply needs are met.

Budget and Scholarship Management

  • Establish, review and update operating budget, purchasing and student employment records.
  • Purchasing: develop and implement processes for the purchasing of materials, equipment, furniture, contracts and supplies.
  • Manages the Purchasing Card process for OUS. Reviews monthly statements for accuracy.
  • Monthly budget: monitor operational budget activity including restricted and endowed lines. Prepares monthly, quarterly and yearly reports for Assistant Dean and College Finance Manager.
  • Scholarship: establish protocol for management of scholarship funds and oversee implementation including web pages, forms and thank you notes from students.

Program and Event Coordination

  • Manage or serve as primary point of contact for the College on special events including Open Houses, Early Action Candidates Day, Admission events and other OUS events.
  • Coordinates activities with other offices on campus (Admissions, Dining Services, Facilities, etc.) as well as with external vendors.
  • Oversee the internal communication to OUS and department chairs, Deans, regarding schedule and staffing for events.
  • Content Management
  • Responsible for overseeing production of the Enchiridion publication, Course Catalog policy content as well as OUS web pages/ MyNova content with support from team as delegated.

Leadership Team

  • Assist in managing escalated situations from students and departments regarding requests for problem-solving related to requests for overloads, late drop/add and other scheduling issues that may arise.
  • Use judgement to follow policies and explain policies and procedures to students, parents, faculty and staff.

Perform other duties and assist with projects as assigned.

Minimum Qualifications

  • Bachelors degree required; Masters degree preferred or equivalent combination of education and experience.
  • Strong program and project management skills required. Experience with supporting budget and financial processes required.
  • Minimum of 5-7 years of experience working directly with undergraduate students, with a proven track record of success is required. Supervisory experience required.
  • Thorough understanding of the academic, personal, and professional development needs of undergraduate students is required. Excellent customer service skills required.
  • Ability to develop and nurture relationships with students, faculty, University offices, outside service providers and team members in a collaborative manner. Must be a team player, able to work independently and have a strong customer service orientation. Ability to manage multiple projects and events in a fast paced environment. Ability to streamline processes and procedures contributing to efficient operations. Excellent oral and written communication skills; strong organizational, problem solving, decision making and interpersonal skills required.

Preferred Qualifications

  • The individual must have a deep commitment to the well-being of the students faculty and staff in CLAS and the University, a commitment to the University’s Catholic/Augustinian heritage, and the advancement of its mission, and to serving the needs of a diverse community.
  • Knowledge of Banner, NOLIJ, Microsoft Office applications and other University software preferred.
  • Physical Requirements and/or Unusual Work Hours
  • Occasional night or weekend hours for special events required.

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