Senior Assistant University Registrar, Academic Services

Job Title:
Senior Assistant University Registrar, Academic Services

Job Summary:
The Senior Assistant University Registrar for Operations has four primary areas of responsibility:
1.Leadership in providing guidance and direction on processes affecting operational functions in assigned areas of responsibility.

2.Serve as the Veterans Affairs Compliance Officer and the primary School Certifying Official (SCO) for veteran education benefits.

3.Management of the day-to-day operations of customer support services of the Office of the University Registrar (OUR) and supervision of the Academic Services Assistants and student assistants.

4.Management of classroom scheduling and final exam scheduling.

Full Job Description:

Position Purpose and Overview

The Senior Assistant University Registrar (SAUR) must possess demonstrated experience working at a high administrative and technical-functional capacity. The SAUR serves as the Veterans Affairs Compliance Officer and the primary School Certifying Official (SCO) and submits enrollment certification to the Department of Veterans Affairs for students using VA educational benefits.

The SAUR is responsible for the oversight and management of customer support services, providing direction and supervision to the Academic Services Assistants in the areas of troubleshooting registrar-related support issues and managing the registrar e-mail accounts, main phone line, and chat application. The SAUR ensures that all academic record requests, including, but not limited to, registration, withdrawals, leaves of absence, grade changes, changes of personal data, transcripts, and enrollment verifications are processed on time, without error, and within the USF enrollment management policies. Additionally, the SAUR must apply a high level of independent engagement in researching, analyzing, and ultimately resolving potentially complex academic records issues. The SAUR will research, recommend, reengineer, and implement process improvements aimed at streamlining operations and increasing operational efficiencies and data record accuracy. In addition, this position is responsible for Academic Services web content and oversees the hiring and supervision of student assistants. The SAUR works closely with the Associate University Registrar/Director of Academic Services and collaborates with colleagues in the Registrar's Office and Strategic Enrollment Management.

The Senior Assistant University Registrar (SAUR) oversees and manages the classroom and final exam scheduling processes. The SAUR engages with the course schedulers in the schools and college on the adherence to the university's academic scheduling policy and standard practices and the classroom schedule matrix and provides resolution of any classroom scheduling issues.

Accountabilities

The Senior Assistant University Registrar for Operations reports to the Associate University Registrar & Director of Academic Services.

Essential Position Responsibilities

Leadership
• Provide guidance and direction on processes affecting operational functions in assigned areas of responsibility.
• Demonstrate exceptional communication skills, particularly in balancing the academic community's diverse needs while working effectively within the Office of the University Registrar.
• Work proactively with the University Registrar, Associate University Registrars, Assistant University Registrars, SEM departments, academic units, and university leadership on changes to business processes or practices to ensure student service records integrity.
• Review changes to systems and facilitate review of possible changes to processes within the Academic Services unit of the OUR to create new or enhanced functionality.
• Lead and participate in regular meetings and serve on university committees and task forces with campus constituents in areas of responsibility.
• Provide motivational, positive leadership in using established best practices while injecting an innovative and strategic mindset among staff.
• Collect and analyze data in areas of responsibility.
• Develop and present data to senior managers and executives.
• Interpret and enforce university policies and procedures related to student record maintenance, including FERPA compliance, and, when necessary and appropriate, make determinations for exceptions within policy and FERPA guidelines.
• Keep abreast of Registrar best practices and assist in conducting business process redesign to improve processes.

Veteran Affairs Compliance and Certification
• Serve as the Veterans Affairs Compliance Officer and primary School Certifying Official (SCO) for veteran education benefits.
• Serve as a key member of the Veterans Enrollment Services Center.
• Directly manage all students using Chapter 33 Post 9/11 GI Bill benefits.
• Oversee the Academic Services Assistants in the management of students using Chapter 31 Veteran Readiness & Employment benefits, Chapter 35 Dependents Assistance benefits, and Chapter 30/1606 MGIB benefits.
• Directly manage the Yellow Ribbon Program list and waitlist.
• Keep VA informed of the enrollment status of students receiving VA education benefits.
• Ensure that only those courses that apply to degree programs are certified.
• Monitor students' grades to ensure they are making satisfactory progress and report probation and termination as needed.
• Monitor student conduct and report when student is suspended or dismissed for unsatisfactory conduct.
• Notify supervisor of internal problems that may affect timely reporting of enrollment or changes to enrollment of students receiving VA education benefits.
• Notify the California State Approving Agency for Veterans Education (CSAAVE) of any substantive program, policy, and approval criteria changes.
• Submit the annual CSAAVE catalog approval application.
• Notify the VA Education Liaison Representative (ELR) of any changes to SCO staff.
• Retain file (hardcopy or electronic) of certification documentation, records of academic progress, degree plan pursuit, prior credit transcripts and evaluation, registration documentation, tuition and fee charges, school application, enrollment agreements, and other applicable student documentation.
• Maintain records for at least five years following the student's last date of attendance.
• Ensure that records are kept in a safe place and that the privacy of VA students is protected.
• Lead team through federal and state audits of VA student records, gathering requested materials and meeting with the VA auditors to answer questions.
• Read and maintain VA advisories and bulletins.
• Keep up-to-date on state regulations and state education benefits for veterans and eligible persons.
• Attend required workshops and trainings.
• Be knowledgeable about school policies such as satisfactory academic progress, academic probation, academic disqualification, readmission, prior credit, etc.
• Be knowledgeable about school programs such as programs that are currently offered, programs that have been recently discontinued, and programs that are planned to be discontinued.
• Assist students receiving VA education benefits with applying for state and VA education benefits and understanding how progress, conduct, registration, and attendance can impact benefits and cause student debt.

Management of Operations

• Oversee and actively manage all aspects of the day-to-day operations, front-line customer service, including processing of registration petitions, leaves of absence, university withdrawals, grading, changes of personal data, transcript production, and verification services.
• Work with Enrollment Operations and graduate schools in student readmission processes and visiting student admission processes.
• Create and maintain coverage schedules, ensure escalation support, and manage the centralized Registrar phone line and email accounts.
• Develop and maintain Academic Services triage and troubleshooting documentation and coordinate with other members of the Office of the University Registrar team on triage, troubleshooting, and escalation of issues.
• Provide training of Registrar staff and student assistants on support procedures, ensuring consistent support and a superior customer experience.
• Analyze and refine Academic Services processes and procedures in conjunction with the Associate University Registrar/Director of Academic Services and other OUR/SEM colleagues. Recommend and implement process improvements aimed at improving service and streamlining work efficiency.
• Manage and direct the activities of the unit's student assistants.
• Promote quality assurance controls that support records integrity.

9. Provide leadership and direction to the Academic Services Assistants.

10. Monitor the performance and individual development of the Academic Services Assistants.

11. Address training needs and provide professional development opportunities.

12. Oversee transcript services and processes for completing transcript orders.

13. Oversee verification services and processes for completing in-house verification requests.

14. Review student/customer issues and use judgment and discretion to act when precedents do not exist.

15. Monitor and identify developments in transcript and verification services within USF's relationship with the National Student Clearinghouse (NSC).

16. Lead projects related to NSC transcript and verification services, including the technical integration of services with USF enterprise systems.

17. Assess the quality of services and develop reports that demonstrate usage and trends.

18. Work closely with ITS on transcript and verification production issues, enhancements, and upgrades, including the testing of patches and fixes.

19. Work with the Office of the General Counsel and prepare relevant documents in response to subpoenas, consulting with the Associate University Registrar and Director of Academic Services and the University Registrar as needed.

• Maintain current and archived digitally-imaged student records, manage the scanning of new documents, and coordinate purging of records consistent with university record retention policies.
• Participate in testing of software upgrades and improvements.

Management of Classroom and Final Exam Scheduling

• Serve as lead to the academic schedulers in the schools and college in the creation of the Schedule of Classes in the student information system (Banner) in compliance with academic scheduling policy, course section creation standard practices and the university time matrix.
• Serve as a subject matter expert in the creation of course sections in Banner.
• Develop course scheduling timelines and distribute to the course schedulers in the schools and college.
• Create and maintain academic classroom inventory in the student information system (Banner) and classroom scheduling system (EMS).
• Analyze room requirements and preferences for classes to determine assignments of general inventory spaces in accordance with university policies and best practices to ensure effective space utilization.
• Maintain all classroom assignments (general inventory and departmental spaces) in EMS, resolving rooming errors with the academic schedulers or with the vendor (Accruent) as appropriate.
• Work with office managers at USF's additional campuses on classroom scheduling.
• Coordinate with Events Management and Guest Services on use of general inventory spaces between classes and non-academic events.
• Prepare and analyze classroom utilization reports and make recommendations for improvement or efficiency.
• Work closely with the Associate University Registrar on class scheduling matrix updates and changes.
• Monitor conditions of classrooms and work with Facilities Management and Information Technology Services to resolve furniture, maintenance, and technical resource issues.
• Create and cancel courses as needed, including adjusting or dropping student registrations as appropriate.
• Lead planning meetings with the course schedulers.
• Develop and publish the final exam schedule for classes online and in Banner.
• Monitor and enforce compliance with university policy pertaining to final exam scheduling.
• Work closely with other staff in the OUR and other university offices to ensure smooth coordination and accuracy of information.
• Evaluate effectiveness of existing procedures and policies and recommend improvements in the scheduling operation and functions.

Miscellaneous
• Assume director duties of the Academic Services unit in the absence of the Associate University Registrar & Director of Academic Services.
• Lead in the coordination of the maintenance and update of procedural manuals for staff and student assistants in the Academic Services unit.
• Document relevant procedures in areas of responsibility.
• Participate in Commencement ceremonies and related regalia distribution events.
• Perform other duties as assigned.

Requirements: education, experience, knowledge, skills, abilities
• Bachelor's degree required. Master's degree preferred.
• At least five years of progressive responsibility working in a Registrar's office. Experience must include at least three years in a supervisory role.
• Experience with a student information system required. Experience with Banner preferred.
• Experience with certifying veteran education benefits.
• Experience operating at a high operational and functional-technical capacity.
• Experience in process analysis and improvement.
• Understanding of FERPA and student record privacy issues.
• Excellent oral and written communication skills.
• Occasional evening and weekend work expected.
• Motivating, upbeat personality.
• Respectful, friendly, and accountable.
• Excellent customer service skills.
• Superior problem-solving and multitasking skills.
• Ability to work independently, effectively, and collegially with a diverse student body, faculty, deans, staff, and senior administrators.
• Understanding of and commitment to USF's Vision, Mission, and Values.

Full-Time/Part-Time:
Full time

Pay