Boston University SENIOR ASSISTANT DIRECTOR, Enrollment, Combined Enrollment Services in BOSTON, Massachusetts
About the Role
Boston University Combined Enrollment Services (CES) seeks a Senior Assistant Director. As part of a team of three Senior Assistant Directors, this role collaboratively manages a total staff of 19 Enrollment Services Advisors in providing comprehensive information and services related to admissions, financial assistance, student employment, the university registrar, and other enrollment concerns to current students, prospective students, families, and other clients. This role directly supervises six full-time non-exempt Enrollment Services Advisors. In order to meet enrollment cycle demands, overtime work is required especially during the months of November through April. The team of three Senior Assistant Directors rotates Saturday and weekday overtime supervision coverage throughout this time period.
The Senior Assistant Director plays a critical role as liaison to the ENSA departments of Undergraduate Admissions, Office of Financial Assistance, University Registrar and the Office of Student Employment. This position also serves as liaison to the University's school, colleges, and administration regarding enrollment service priorities. This role reports to the Director of Combined Enrollment Services.
The Senior Assistant Director’s primary duties include:
Collaboratively managing day-to-day operations to ensure that the University’s extremely high volume of enrollment-related client phone calls, emails, and direct, front-desk customer service (at the CES FirstPoint student service center) inquiries and requests are addressed in a timely, accurate, courteous and helpful manner;
Onboarding, orienting, and providing continuous training to the Enrollment Service Advisors;
Effectively managing workflow as determined by enrollment cycles;
Promoting the analysis and improvement of service operations by overseeing and analyzing the ongoing collection of relevant metrics and quality assurance reports, making recommendations for changes that will streamline or improve the quality or timeliness of operations, systems, processes, and communications, and implementing those changes;
Investigating reported problems and recommending effective solutions or escalating unresolved issues to appropriate senior managers;
Coordinating and participating in testing of systems changes and new functionality as needed, and;
Assisting CES Director and other ENSA directors in interpreting, publicizing, and administering changing Federal, State and University regulations, guidelines, policies and procedures to ensure compliance.
About the Organization
Combined Enrollment Services (CES) is the Enrollment & Student Administration (ENSA) unit’s cross-functional customer service one-stop resource for questions from enrolled and prospective students, their families, and BU alumni on questions regarding admissions, financial aid, registration, and more. CES responds to significant volumes of telephone, e-mail and direct service inquiries, providing high quality service that is timely, accurate, sensitive, cooperative, and proactive. It plays a critical role in ensuring the University meets enrollment and retention goals while enhancing the University’s reputation for exceptional service.
Across the 11 departments of ENSA, we are dedicated to ensuring that our policies, practices, and services meet the needs of an increasingly diverse University community of students, families, faculty, staff, and alumni. We do so through a lens of respect, and a commitment to encouraging the personal success and productivity of all employees. To read more about Boston University and our commitment to diversity and inclusion, please visit https://www.bu.edu/diversity/about/diversity-statement/
About Our Benefits
This position is eligible to work remotely up to two days per week. Boston University offers generous benefits including health insurance, dental insurance, life insurance, tuition remission, retirement plan, and paid time off.
A cover letter is required for consideration.
About the Candidate
A Bachelor’s degree and 3-5 years experience, with 2+ years of management experience, preferably in a university or customer service setting, is required for this position. We are seeking a candidate with excellent organization and communication skills, and the ability to evaluate and analyze detailed and complex student enrollment and financial information. Knowledge of admissions, financial assistance, registrar, or student employment is preferred, but not required for consideration. A Master’s degree is also preferred, but not required.
This position requires effective counseling and advising for students and families regarding financial management and planning. Additionally, the person working in this role needs to motivate, develop, and support staff dealing with a high volume of email, phone calls, and in-person requests. The department is willing to train all of these skills with the right candidate.
Please note all newly hired staff and faculty will need to be in compliance with Boston University’s COVID-19 Vaccination and Booster Requirement (https://www.bu.edu/hr/hr-covid-19-resources/vaccine-required-for-faculty-and-staff/) within 30 days of date of hire. You must upload your vaccine documentation or request a medical or religious exemption ( instructions (https://www.bu.edu/hr/hr-covid-19-resources/upload-your-covid-vaccination-documentation/) ). For further information on the University’s response to COVID-19, please visit the COVID-19 Resources (https://www.bu.edu/buohc/covid-19/) site.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.