Director, Support Operations

The Director, Support Operations lives within the organization’s Institutional Support Services function, playing a pivotal role with the Financial Account Management group. The Director will be responsible for overseeing the strategic and operational direction of student financial account resolution, debt collection operations across multiple educational institutions, overseeing the recovery of outstanding financial aid obligations, tuition balances, and other institutional receivables.This individual leads a team of functional leaders and advisors dedicated to assisting students in resolving outstanding balances, while ensuring compliance with institutional policies and regulatory requirements. ResponsibilitiesLead the full strategic and operational collection strategies of tuition, fees and other receivables across multiple institutional portfolios.Drive operational excellence in a dynamic call/contact center environment, ensuring optimal use of software tools and technologies to consistently meet and exceed client service level agreements (SLAs).Responsible for implementation and expansion of pilot projects designed to support Academic partners while meeting service provider expectations. Duties include pilot design, training, tracking, metrics measurement, designing/building reporting, etc.Develop and implement AR policies and procedures that align with institutional goals and regulatory requirements.Lead and develop the AR team and collaborate with other departments to improve financial processes and systems.Provide a holistic leadership of overall processes focusing on improving efficiency, student service, and optimizing processes.When resource conflicts arise, prioritizes and escalates with recommendations to Institutional Support Services senior leadership and/or academic partner leadership.Analyze collection data and trends to identify opportunities for process improvement. Propose solutions to improve operations and execute successful strategies to improve operations.Collaborate with functional leaders and academic partners on collections strategies, workforce management solutions, and other areas that drive organizational institutional success.Collaborate with senior leadership and key stakeholders to support financial planning, forecasting and reporting. Collaborates with Institutional Support Services leadership to determine resource allocation, commitment, etc.Serve as an executive liaison, representing Financial Account Management with academic partners by serving on various committees, task forces, project teams, etc. and maintaining a proactive, transparent relationship on service level agreements and continued improvement in service delivery.Ensure compliance with federal and state regulations and implement internal controls to mitigate financial risk.Ensure the function is providing seamless, student-centric processes to deliver exceptional service to students and client-service relationship to deliver exceptional business performance results.Completes other duties as assigned.Complies with all policies and standards