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