Assistant Registrar for Operations
Commonwealth of VA Careers, Virginia, MN, United States
About the Position: The Assistant Registrar for Operations leads the team responsible for university-wide operational processes for academic administrative actions in compliance with internal and external policies and procedures. The position is expected to set operational and strategic goals for the team that support the university’s mission, recommend and implement process improvements to make the functions more efficient and service-oriented, and align with best practices. As a member of the Office of the University Registrar (OUR) leadership team, the Assistant Registrar is expected to be a visionary leader, an effective manager, and an active participant in improving services throughout the university.
Responsibilities
Management of the Office of the University Registrar Operations
Oversees all aspects of the operational, front-line customer service teams that process academic administrative actions relating to registration, academic records maintenance, grading, transcript requests, consortium requests, and others;
Maintains the integrity of academic records in the student information system, retaining all appropriate documentation in compliance with office, university, and accreditation standards and FERPA;
Provides support for identified special populations of students, including Study Abroad/Global Education Office, Continuing and Professional Education, and INTO Mason;
Manages and coaches direct reports on the Operations team, monitors performance and development, addresses training needs, and provides professional development opportunities as appropriate;
Conducts and coordinates user acceptance testing (UAT) for systems that affect the student academic record as part of upgrades or patches;
Serves as the first-level escalation point for issues the Operations team staff cannot resolve;
Maintains and monitors KPI metrics associated with business process volumes and turnaround times.
Business Process Management
Conducts ongoing business process analysis and review to identify areas where customer service can be improved; works with the Digital Transformation Specialist to implement technology-based improvements;
Provides information about best practices for records processing and retention via university meetings and receives feedback from the community about their needs; coordinates with constituents to understand pain points; initiates improvements and policy changes based on reviews;
Participates in requirements gathering, development, and testing of new solutions;
Provides staff support for updating business process documentation and maintaining production calendars.
Leadership
Communicates effectively and demonstrates excellent human interaction skills, balancing diverse needs of the academic community and the Office of the University Registrar;
Works proactively with University Registrar, Associate Registrars, Assistant Registrars, central departments, academic units, and university leadership on changes to business processes; leads and participates in regular meetings with campus constituents;
Leads business process design and implementation to support compliance with federal and state education policies, FERPA, veteran’s benefits, and domicile appeals;
Executes motivational, positive leadership using established best practices while fostering an innovative and strategic mindset among staff;
Provides the University Registrar with notifications and updates on matters of importance, including situational updates and project status to the Associate Registrar and the University Registrar;
Represents the OUR in meetings as appropriate.
Unspecified Responsibilities
Performs other related duties as assigned; the omission of specific duties does not preclude the Associate Registrar or University Registrar from assigning duties that are logically related to the position.
Required Qualifications
Experience with Ellucian Banner student information system or comparable system;
Experience with Salesforce or other comparable CRM;
Demonstrated ability to solve complex problems using logic and strong analytical skills;
Excellent organizational skills and a high level of attention to detail;
Excellent verbal and written communication skills;
Demonstrated ability to prioritize, establish goals, and see tasks through to completion.
Preferred Qualifications
Bachelor’s degree in a related field;
Experience administering student records in a Banner administrative environment;
Customer service experience;
Experienced user of MS Office suite, student information systems (Banner experience preferred), Dynamic Forms, or comparable electronic forms solutions.
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Responsibilities
Management of the Office of the University Registrar Operations
Oversees all aspects of the operational, front-line customer service teams that process academic administrative actions relating to registration, academic records maintenance, grading, transcript requests, consortium requests, and others;
Maintains the integrity of academic records in the student information system, retaining all appropriate documentation in compliance with office, university, and accreditation standards and FERPA;
Provides support for identified special populations of students, including Study Abroad/Global Education Office, Continuing and Professional Education, and INTO Mason;
Manages and coaches direct reports on the Operations team, monitors performance and development, addresses training needs, and provides professional development opportunities as appropriate;
Conducts and coordinates user acceptance testing (UAT) for systems that affect the student academic record as part of upgrades or patches;
Serves as the first-level escalation point for issues the Operations team staff cannot resolve;
Maintains and monitors KPI metrics associated with business process volumes and turnaround times.
Business Process Management
Conducts ongoing business process analysis and review to identify areas where customer service can be improved; works with the Digital Transformation Specialist to implement technology-based improvements;
Provides information about best practices for records processing and retention via university meetings and receives feedback from the community about their needs; coordinates with constituents to understand pain points; initiates improvements and policy changes based on reviews;
Participates in requirements gathering, development, and testing of new solutions;
Provides staff support for updating business process documentation and maintaining production calendars.
Leadership
Communicates effectively and demonstrates excellent human interaction skills, balancing diverse needs of the academic community and the Office of the University Registrar;
Works proactively with University Registrar, Associate Registrars, Assistant Registrars, central departments, academic units, and university leadership on changes to business processes; leads and participates in regular meetings with campus constituents;
Leads business process design and implementation to support compliance with federal and state education policies, FERPA, veteran’s benefits, and domicile appeals;
Executes motivational, positive leadership using established best practices while fostering an innovative and strategic mindset among staff;
Provides the University Registrar with notifications and updates on matters of importance, including situational updates and project status to the Associate Registrar and the University Registrar;
Represents the OUR in meetings as appropriate.
Unspecified Responsibilities
Performs other related duties as assigned; the omission of specific duties does not preclude the Associate Registrar or University Registrar from assigning duties that are logically related to the position.
Required Qualifications
Experience with Ellucian Banner student information system or comparable system;
Experience with Salesforce or other comparable CRM;
Demonstrated ability to solve complex problems using logic and strong analytical skills;
Excellent organizational skills and a high level of attention to detail;
Excellent verbal and written communication skills;
Demonstrated ability to prioritize, establish goals, and see tasks through to completion.
Preferred Qualifications
Bachelor’s degree in a related field;
Experience administering student records in a Banner administrative environment;
Customer service experience;
Experienced user of MS Office suite, student information systems (Banner experience preferred), Dynamic Forms, or comparable electronic forms solutions.
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