Associate Director Service Center - AE, Provost Service Center

Summary:

The Associate Director, Service Center – Academic Enterprise (AE) is responsible for the overall development, maintenance, processing and management of the operations for the Service Center and associated transactional duties.  The incumbent will oversee and be responsible for effective operational and resource allocation, management and communication within the Service Center, AE faculty and staff members and AE Leadership.  The Associate Director of the Service Center for the Academic Enterprise reports directly to the Vice President and Chief Administrative Officer of the AE.  This position will collaborate with Provost Administration, AE leaders and Institutional partners to ensure sustainable operations for the AE.

Responsibilities:

Operations

• Oversee and manage operations of a complex shared services operation, including transactional and service components.
• Set and manage expectations with team members and stakeholders.
• Delegate tasks and responsibility to appropriate team members.
• Manage customer concerns that have escalated through and established service hierarchy.
• Develop best practice processes and standard operating procedures for each Service Center area.
• Ensure that critical transactional deadlines are met.
• Create and maintain an engaging, collaborative, and performance-focused work environment that also values a culture of health, safety and diversity.
• Coach and develop staff.
• Promote a learning organization that facilitate development of functional expertise, quality management, employee satisfaction and customer service.
• Lead a team-based department that is pro-active and anticipatory, innovative and creative, flexible and adaptable as well as efficient and effective.

 Continuous Quality Improvement

• Serve as a champion for process improvements – including business process reengineering and technological innovation – that support service enhancements and cost reduction.
• Develop an ongoing quality improvement plan, including the implementation of new, value-added services in the Service Center.  Ensure that these improvements occur by agreed-upon deadlines.
• Ensure that business processes are appropriately documented and contain sufficient controls.
• Address project bottlenecks, roadblocks and other challenges that keep implementations moving forward.
• Proactively manage changes in implementation score, identify potential crises and Communication.
• Communicate the center’s vision and implementation plan, in alignment with the university mission and strategic plan.
• Meet with faculty and staff to discuss issues and gather information.
• Facilitate development of a user-friendly website.
• Implement reporting that shows business unit activities in clear concise manners with supporting details available.

Service Excellence

• Manage a service excellence culture that is responsive, respectful, and clear through both electronic and in-person contact points.
• Ensure that staff possess expert knowledge for their responsibilities, and ensure that services are user-friendly and cost-effective.
• Track milestones and provide deliverables to stakeholders.  Facilitate decisions and keep projects on track to meet agreed deadlines.
• Measure process impacts and customer satisfaction. Communicate Service Center impact and analyze results to identify additional opportunities for improvement.

Training

• Direct the development of training and, when appropriate, deliver training for Service Center customers and staff members.
• Develop contingency pl