Student Services Manager

Position Title: Online Student Services Manager

Position Status: Exempt

Work Hours:  Mon–Fri. One evening per week including Friday and/or Saturday rotations and before/after a start.

Reports To: Dean of Student Services

Location: Orchard Park, NY

The Bryant & Stratton College Online Education Student Services Manager performs duties as a coach/advisor and coaching/advising manager.  As a leader and subject matter expert (SME), the successful candidate will be responsible for all time management of staff, monitoring and motivating staff to achieve established goals, student registration, accurate and timely reporting, and to ensure positive student interaction and outcomes.  They will also take an active role in the hiring, training, and development of staff to create and foster a cohesive and cultivated team.  Persistence to graduation is the foundation of the Student Services Department. It is the basis for all student support activities. The department is given retention goals for each enrollment period. These goals support the retention, success and persistence to graduation for students.

Essential Duties and Responsibilities:

1. Team Management: Supervision of employees to ensure that policies are followed and established metrics are achieved. Examples include formal and informal coaching observations, training of new and seasoned employees, regular coaching sessions for staff, weekly meetings and the time management of staff for vacations, time-off and scheduled hours, etc. Independently and proactively drives positive outcomes.  Maintains a performance coaching climate of confidentiality, credibility and trust.
2. Goals and Objectives: On-going monitoring, reporting and creating development opportunities for staff will make available opportunities for staff and department to meet and exceed the established goals and objectives. Forecasting goals, identifying department needs, and implementing solutions. Areas to be reviewed include retention, student engagements and communications, within term retention, registration, attendance, never attends, readiness calls, orientation and classroom activities.
3. Coaching of Students: Directly manage approximately 25% of the normal caseload of students. This include advisement and coaching, registration, roster and program sheets, scheduling, attendance, administrative duties, At-Risk student support and classroom activities.
4. Registration: Effectively work with the Registrar’s Department relative to the scheduling of new, 1st semester, and existing students for the current and subsequent semesters. Actively involve Coaches and Advisors in the scheduling process and manage all related activities. The supervision of the scheduling and registration process includes but is not limited to preparing program sheets in a timely and accurate fashion, editing and rescheduling students when needed and detailed attention to scheduling for future semesters with a strong focus on probable graduates. Concise and accurate reporting of all related metrics to upper management. This includes, schedules sent to students, registration of students, tracking never-attends and ensuring that registration information is accurate for the OSN process.
5. Supervision of administrative duties as assigned to coaches and supervisors. Ensure that the day-to-day operations and reporting are delivered in a timely and accurate fashion. Ensure compliance with all federal, state and college policies and regulations.  These include but are not limited to attendance, Banner data entry, CRM advise, graduate information, SAP calculations, Academic Plans, Student Success Contracts, withdrawals, rosters and correspondence.
6. Teamwork: Work collaboratively within the department and outside the department to ensure that student challenges and needs are addressed and managed appropriately. This includes nurturing positive relationships with FA, CS, Admissions, IT and the Instruction department. 

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications:

• Bachelor’s degree, Master’s preferred.
• 2-3 years supervisory or management experience
• Proficient in Microsoft Office Suite, advanced knowledge of Excel preferred
• Experience in academic, admissions, human services, or customer services field in a distance learning or call center type environment

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry,