Associate Director, Operations

Department

CSL Bursar: Student Financial Services Management

About the Department

The Office of the Bursar provides student account management services for all academic programs and the Laboratory School for the University of Chicago. The mission of the Office of the Bursar is to deliver an innovative and inclusive student account management experience. Our vision is to be a collaborative and knowledgeable partner in financial solutions. The Student Financial Services team includes the management of customer service, outreach, billing, payments, refunds, and recovery management services.

Job Summary

The Associate Director of Operations is responsible for the strategic oversight and daily management of the Student Account Operations team in the Office of the Bursar. This role ensures efficient, accurate, and transparent processing of student financial transactions and account services, directly supporting the university’s commitment to academic excellence and student success. The Associate Director is a critical member of the Student Financial Services leadership team and provides supervision to five professional staff members.

Responsibilities

• Oversee day-to-day operations related to student billing, external charges, payments, and refunds.

• Manage all payment channels (online, direct banking, third-party payment, etc.) for education related expenses and oversee refund, cash receipt, and bank deposit operations (1B Annually).

• Execute all University, Laboratory School, and Third-Party billing (1.5B Annually) according to the annual billing calendar.

• Manage and deliver living expense and overpayment refunds from all payment channels (20M annually).

• Supervise, mentor, and train staff to ensure exacting standards of customer service and operational efficiency.

• Collaborate with internal teams and university departments on policy development and implementation regarding student account operations.

• Analyze account processes and recommend improvements through automation, technology, and best practices.

• Maintain professional knowledge in the areas such as accounts receivable billing and collections, e-commerce, and support staff with professional development opportunities.

• Ensure compliance with federal, state, and university regulations related to student account operations.

• Resolve complex and escalated student account issues, reconciliation requests and quality assurance findings.

• Lead strategic projects aimed at improving operational effectiveness, technology implementation and third-party integrations.

• Promote a positive and inclusive team culture with continuous professional growth.

• Manages employees by establishing annual performance goals, allocating resources, assessing annual performance, and determining individual merit, incentive and/or promotional increases.

• Manages program operations and administrative functions which may include planning and scheduling, program evaluation, policy implementation, personnel administration, budget, marketing, fundraising and proposal development.

• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Master’s degree preferred in a related field.

Experience:

• Seven or more years of progressive and supervisory experience in student accounts, bursar’s office, or higher education financial operations.

• In-depth knowledge of student account systems, billing processes, accounting principles and regulatory compliance.

• Proven leadership and staff management abilities.

• Experience in configurating and managing ERP and third-party payment systems; experience with PeopleSoft and Transact strongly preferred.

• Strong background in process improvement and project management.

Preferred Competencies

• Accomplished in prioritizing multiple tasks in a demanding environment and meeting deadlines.

• Proficiency in analyzing financial data, identifying trends, and recommending operational improvements.

• Adept at resolving complex account issues and managing sensitive situations with discretion.

• Understanding of privacy laws (FERPA), Title IV Cash Manageme