Manager, Academic Records and Faculty Services
University of San Francisco
Position Purpose and Overview
The Manager, Academic Records and Faculty Services is in charge of providing academic records services to students, faculty, and staff, including the management of customer support services, academic record maintenance, and the administration of the university's online Student Teaching Effectiveness Survey system. As the key resource in the Registrar's Office, this position is responsible for the management of customer support services, including troubleshooting of Registrar-related support issues and managing the main Registrar e-mail accounts and phone line. This position must ensure that all academic record requests, including, but not limited to, registration, withdrawals, leaves of absence, change of grades, and transfer credits from other institutions, are processed on time, without error, and within the USF enrollment management policies. Furthermore, this position must apply a high level of independent engagement in researching, analyzing, and ultimately resolving potentially complex academic records issues. This position will research, recommend, reengineer, and implement process improvements aimed at streamlining operations, and increasing operational efficiencies and data record accuracy. This positon is responsible for maintaining and updating the system which administers the semester teaching effectiveness survey, including, but not limited to, setting up rules each semester, working with schools to determine which courses are surveyed, creating reports once surveys have been completed, and evaluating updates to the software to determine if USF should update and roll out new functionality. This position works with the Associate University Registrar and the University Registrar to present appropriate new functionality to the Provost's Office for buy-in before new evaluation features are implemented. In addition, this position is responsible for Academic Services web content, oversees the hiring and supervision of student assistants, and tracks and orders office supplies. The Manager works closely with the Associate University Registrar and collaborates with colleagues in the Registrar's Office and Strategic Enrollment Management. 1-2 positions report to the Manager, Academic Records and Faculty Services.
The Manager, Academic Records and Faculty Services reports to the Associate University Registrar for Academic Services.
Essential Position Responsibilities
Customer Support Services
1. Manage coverage of customer support services for the Office of the University Registrar to ensure in-person, phone, and email inqueries are responded to in a timely manner. This includes building and maintaining coverage schedules, ensuring escalation support, and managing the centralized registrar phone line and email account.
2. 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.
3. Train Registrar staff on support procedures, ensuring consistent support and a superior customer experience.
4. Create and analyze customer service support metrics to monitor and measure support performance; make recommendations based on metrics to improve the customer experience.
1. Manage 1-2 team members, including the Course Scheduler. Supervising and evaluating their work to meet department objectives.
2. Oversees the academic record services to students, faculty, and staff and work with student confidential information, including social security numbers and directory information. This includes ensuring the accurate and timely processing of student record changes, such as leaves of absence, withdrawals, challenge exams, and other Registrar-related forms.
3. Collaborates with faculty and staff in the schools and college on the maintenance of students academic records. Research and resolve inaccuracies and inconsistencies with students academic record; advise faculty, staff, and students accordingly. Enforce university policies and procedures as related to student record maintenance, including FERPA compliance, and, when necessary, make determinations for exceptions within policy and FERPA guidelines.
4. Directs and oversees the processing of transfer credits for students who take approved courses at another institution; work closely with the Manager of Transfer Credit Articulation on PEAI processing.
5. 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.
6. Work closely with the Associate University Registrar for Academic Services on matters pertaining to registration, grading, and academic records maintenance.
7. Analyze and refine Academic Services processes and procedures, in conjunction with the Associate University Registrar and other OUR/SEM colleagues; recommend process improvements aimed at improving service and streamlining work efficiency.
8. Work closely with the University Registrar and Associate University Registrar for Academic Services on the development and implementation of relevant Registrar-related projects.
Teaching Effectiveness Survey Administration
1. Administer and support the semester Student Teaching Effectiveness Survey in Blue, work closely with the schools and college on the preparation of the courses to be surveyed, build the semester survey in the Blue system, and setup and distribute teaching effectiveness survey results to the faculty, school deans, and the provosts office.
2. Collaborate with ITS and eXplorance (survey vendor) as needed to ensure a smooth and successful teaching effective survey experience for students and faculty, including troubleshooting and resolving of issues.
3. Serve as a training resource to colleagues in the schools and college on Blue.
4. Keep up-to-date on changes and enhancements to Blue, recommend enhancements as appropriate, and work closely with ITS and eXplorance to test enhancements and upgrades
5. Work with the Associate University Registrar and University Registrar to present new functionality to the Provosts Office to ensure buy-in and understanding prior to implementation
1. Ensure all webpages associated with the Academic Services unit of the Registrars Office are current and have relevant and appropriate content, adding and maintaining content as appropriate.
2. Maintain inventory of Registrar-related forms, ensuring they are current and relevant.
3. Track and place orders of office supplies.
4. Document and maintain relevant procedures.
5. Collect and analyze data in areas of responsibility; develop and present data to senior managers and executives.
6. Participate in the Commencement ceremonies.
7. Serve as alternate to Registrar staff colleagues during periods of vacancies, vacation, and illness.
8. Serve on committees and task forces as appropriate.
9. Perform other duties as assigned.
Requirements: education, experience, knowledge, skills, abilities
Bachelors degree required.
At least 3-5 years of progressive responsibility working in a Registrars office, particularly with Banner and Course Evaluation systems.
Experience in process analysis and improvement.
Familiarity with USF schools and college and their classroom scheduling needs.
Familiarity with FERPA and student records privacy issues.
Ability to work independently, effectively and collegially with faculty, deans, staff, and senior administrators.
Excellent oral and written communication skills.
Occasional evening and weekend work expected.
Respectful, friendly, and accountable.
Excellent customer service skills.
Excellent problem-solving and multitasking skills.
Understanding of and commitment to USFs Vision, Mission and Values.
Additional Knowledge, Skills, and Abilities:
For information on how to apply, please visit the following link: www.usfjobs.com
The University of San Francisco is an equal opportunity institution of higher education. As a matter of policy, the University does not discriminate in employment, educational services and academic programs on the basis of an individuals race, color, religion, religious creed, ancestry, national origin, age (except minors), sex, gender identity, sexual orientation, marital status, medical condition (cancer-related and genetic-related) and disability, and the other bases prohibited by law. The University reasonably accommodates qualified individuals with disabilities under the law.