Director, University Financial Aid Operations
Johns Hopkins University
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Position will remain online until filled.
Reporting to the Assistant Vice Provost for Financial Aid, the Director of University Financial Aid Operations at Johns Hopkins University leads a team of professionals who will design, develop and implement the practices, policies, tools and analytics to administer, track and report on federal, state and private financial aid awards and programs for all nine academic divisions of the university. This is a newly created role focusing on designing and building an inaugural Financial Aid Shared Services Organization unit. S/he is a critical leader focused on ensuring the efficient, effective, and compliant administration of more than $180 million dollars annually in federal, state, and private funds.
S/he collaborates with senior leadership in Financial Aid as well as other relevant student service areas in the identification, design, and implementation of Shared Services processes and operations, ensuring alignment across variable academic programs, student populations, including distance education students. Oversees performance and directs continuous improvement efforts looking to align and streamline processes university-wide, as well as provide guidelines of practice and procedure that ensure consistency and compliance while enhancing the student experience.
The ideal candidate is a highly motivated, collaborative and innovative leader with outstanding analytical, management and interpersonal skills, a commitment to the principles of access and diversity, and providing the best customer service and student support experience to our families. S/he will be an experienced financial aid professional familiar with current trends and challenges in financial aid, who understands the principles of need-based aid, Federal Methodology (FM), and who thrives in fast paced environments where expectations for performance and productivity are high. The Director works collaboratively with a broad group of campus partners, including Admissions, Student Billing, Registration, Advising, Student Life, and IT to enhance the Johns Hopkins student experience.
Specific Duties & Responsibilities:
Visioning and Shared Services Oversight:
- Oversee the design and build of the function including process and technology implementation.
- Ensure that the Shared Services functions align with user requirements and provide services that meet or exceed customer (students, their families and JHU divisional staff) expectations.
- Cultivate a Shared Service Organization culture focused on improving speed, accuracy, efficiency, and controls.
- Establish and maintain a service-oriented mindset and focus on operational excellence.
- Help build and execute plans to continually mature and expand the capabilities of Shared Services.
- Provide strategic oversight in the ongoing development and implementation of the technology infrastructure required to effectively operate the SSO.
- Promote and strengthen processes and controls by working with senior leadership to identify, develop, implement, and monitor the effectiveness of process improvement projects.
- Consult with key stakeholders to identify success criteria for Shared Services Organization.
- Work with the leadership team to improve internal control environment to more efficiently monitor transaction risk.
Shared Service Operations:
- Lead team of Shared Service Organization personnel who provide support to both the centralized Financial Aid office, and to the dedicated personnel that are in the nine academic divisions.
- Direct office operations and develop strategies to manage multiple work streams, ensuring that they are conducted within existing policy, procedural and compliance guidelines; that best practices are followed, and technology and automation are leveraged at every opportunity.
- Provide leadership and direction for the PowerFAIDS student aid system, OnBase document imaging/workflow system, and all SIS components that support financial aid processing at JHU.
- Foster a data-driven and analytical office environment where key performance indicators are integrated into all aspects of process, staff evaluations, resource decisions, and goal setting.
- Execute staffing and workforce plans, facilitate the ongoing development of personnel.
- Design, implement and manage processes, tools, and services that provide students with the best possible customer service experience possible, ensuring the seamless integration of interactions with academic personnel, university “one-stop shop” offices, virtual (AI) services, and call center units.
- Ensure that systems and resources are in place to answer, triage, and route/escalate inquiries appropriately. Uses inquiry metrics and data to drive continuous improvement efforts.
- Develop/document/maintain standard operating procedures (SOP’s) with university wide compliance team and other relevant stakeholders.
- Build and implement actionable and measurable plans which increase the effectiveness and efficiency of the Shared Service department.
- Develop and foster a culture with Shared Service that promotes teamwork that is collaborative and customer focused.
- Be responsible for ensuring a high quality of product deliverables.
- Partner with IT and senior leadership to identify and implementing efficiencies and an improved student experience (particularly focused on process and supporting tools).
- Establish regular and ongoing training goals for staff that provide opportunities for professional development, building of cross-functional expertise, and advancement within the organization.
Work with the appropriate benefiting parties to establish ongoing measurement and reporting of results.
- Implement standards for workflow and Financial Aid processing that meet or exceed established goals, compliance standards, and processing time-frames, related to:
- Federal, State and Private aid processing.
- Data exchanges with Federal, State and Private financial aid agencies.
- Reconciliation and exception reporting.
- Federal Verification.
- Return to Title IV refunds.
- Electronic Student Financial Aid file & Record Retention.
- Communication with students, parents and other JHU staff members.
- Ensure all required Title IV compliance processes are completed accurately and in accordance with time-frames and standards established for the university.
- Maintains a financial aid processing calendar and tracks major divisional financial aid milestones in order to ensure appropriate service levels during peak processing periods that vary by JHU school.
- Collaborate with central IT and other student service areas to implement tools and processes for tracking cross-functional performance and summarizing data for use by senior leadership both at the university and at individual academic division level.
- Develop a metrics driven culture to measure processes and people through dashboards to review and assess operating performance.
Minimum Qualifications (mandatory):
- Bachelors is required.
- Seven (7) to ten (10) years recent direct experience within a university Financial Aid Office, including high-level leadership, supervisory and systems responsibilities.
- The successful candidate will have proven leadership skills, knowledge of highly selective college or university settings and has familiarity with centralized operations to support a variety of student populations and Financial Aid programs and supporting technology.
- Master’s Degree preferred.
- Previous experience implementing and/or managing financial aid services in a shared service model, one stop shop. Significant process/technology improvement experience is preferred.
Special Knowledge, Skills, and Abilities:
- Excellent written and oral communication skills.
- Highly collaborative who can bring diverse stakeholders together for common purpose.
- Strong problem-solving skills.
- Strong understanding of the principles of need-based aid and methodologies (Federal and institutional) as well as Title IV Financial Aid Regulations.
- Use of Microsoft Office Suite (Word, Excel, Outlook, and Power Point) is required.
Technical Qualifications or Specialized Certifications:
- Experience with PowerFAIDS Preferred.
- Knowledge of workflow and document imaging solutions (OnBase preferred).
- Supervisory and performance review responsibility a team of 6 Financial Aid Specialists (this team will expand in size as the SSO is built out) as well as an Associate Director Financial Aid Systems and Digital strategy and their team.
Instructions for job applicants
Complete electronic application at https://jobs.jhu.edu/job/Baltimore-Director%2C-University-Financial-Aid-Operations-MD-21218/563072400/
Contact for additional information
Thomas McDermott, Assistant Vice Provost for Financial Aid