Sonoma State University
Job ID: 104973
Location: Sonoma State University (Rohnert Park, CA)
Full/Part Time: Full-Time
Seawolf Service Center (SSC)
Salary and Benefits
Starting salary placement depends on qualifications, experience and salary budget, and will not exceed $6,000 a month.
This position is eligible for a broad range of benefits, including medical, dental, vision, life and disability insurances, retirement (CalPERS), tuition waiver, vacation and sick leave. In addition, 14 paid holidays are offered each year; 13 scheduled on specific days and a Personal Holiday that may be taken any time during the year.
A comprehensive benefits summary for this position is available online by clicking the View Benefits Summary link or by request from SSU Human Resources.
This position is open until filled. For full consideration, please submit application, along with cover letter and resume, by 8am on January 28, 2020. Please refer to the Application Process section of this posting for additional details.
Conditions of Employment
This position is a member of the Management Personnel Plan and serves at the pleasure of the President.
Sonoma State University is committed to achieving excellence through teaching, scholarship, learning and inclusion. In line with our Strategic Plan and our Seawolf Commitment, our values include diversity, sustainability, community engagement, respect, responsibility, excellence and integrity. We strive to cultivate a community in which a diverse population can learn and work in an atmosphere of civility and respect. We encourage innovation, experimentation and creativity, as well as contributions to equity and inclusion, in the pursuit of excellence for all members of our university community.
Reporting to the Director of the Seawolf Service Center, the Seawolf Service Center Operations Manager provides day-to-day operational management to the Seawolf Service Center (SSC) and supervises SSC student personnel. The SSC Operations Manager serves in a leadership role, working to support the department's core values and achieve goals outlined in the department's strategic plan. The incumbent is responsible for maintaining compliance with university business processes and procedures.
Major duties of the position include, but are not limited to, the following in support of the SSC:
- Serves as the SSCs Merchant Department Responsible Person (MDRP) for the purposes of cash handling.
- Exercises expenditure authority on the SSC budget and trust fund.
- Manages the daily operations of the SSC including facilitating new employee training as well as ongoing training and creating business process guides to support policies.
- Manages and trains student assistant personnel including, but not limited to, outlining assignments and responsibilities, offering performance feedback and recognition, as well as coordinating scheduling to ensure adequate operational coverage.
- Acts as a resource for staff by maintaining in-depth knowledge of policies and procedures pertaining to admissions, financial aid, registration and records.
- Serves as a first level manager to support the Seawolf Service Specialists with challenging student/parent conversations pertaining to account balances and financial aid awards.
- Manages the communication between the Financial Aid office and the SSC as it relates to cyclical processes, deadlines, and documentation requirements. Represents leadership in Financial Aid staff meetings to facilitate comprehensive and transparent communication between the Financial Aid and SSC offices.
- Identifies issues and potential projects related to SSC operations, including prioritization of projects for short term and long-term planning.
- Acts as a liaison with various departments regarding Cashnet updates related to student fees, new student deposits, and meal plans.
- Interprets and reviews existing state, federal and university policies and procedures, and makes recommendations on policy and procedural enhancements to minimize barriers.
- Provides technical and functional management to other department staff including providing guidance and assistance in problem resolution. May intervene, as necessary, on the behalf of other office staff.
- Supports the Seawolf Service Center Director in tasks as assigned and serves as backup when needed.
Performs other secondary duties as assigned.
Duties will primarily take place in an office setting however additional duties may be performed in various locations on the Sonoma State University campus, including working both indoors and outdoors to support and participate in university activities and events. As an exempt employee you have some flexibility in your schedule however must be available during the regular campus hours Monday through Friday to meet the operational needs of the campus and department. Your specific start time is determined by your Appropriate Administrator. The incumbent must maintain regular and acceptable attendance at such levels as is determined by the Appropriate Administrator. This position will require occasional travel, by automobile or airplane, and overnight stay to travel to trainings and meetings off campus.
This position requires a bachelor's degree or equivalent combination of education and experience to provide the required knowledge, skills and abilities to perform the duties of the position. In addition, the incumbent must have at least five years of progressively responsible customer service experience, including management, lead and/or supervisory responsibilities. The incumbent must also possess experience resolving difficult situations, managing multiple priorities, communicating effectively with diverse constituents, managing projects, auditing documents for compliance, supporting high volume cash handling procedures, interpreting and applying policies and designing associated business process guides, and serving a diverse customer base. The ability to interpret institutional, state and federal policies and regulations and translate them into advising procedures and processes and maintain strict confidentiality of sensitive information is required. Advanced proficiency with computers and Microsoft Office (Word, Excel) required. Knowledge of Cashnet, Google Suite, PMB, OnGuard and PeopleSoft and CFS preferred. Experience in higher education and/or student service or business experience related to student accounts and financial aid highly preferred.
The incumbent must demonstrate integrity and sound judgment in performing duties; possess the ability to supervise the work of staff and recommend appropriate personnel actions; be able to apply strong problem solving and conflict resolution skills and train and evaluate performance, taking corrective action as needed; deal with stressful situations while maintaining composure; and contribute to a collaborative environment utilizing exemplary communication and problem solving skills as necessary. Must be able to function independently and have initiative, strong organizational skills and the ability to manage multiple projects and competing priorities simultaneously, adjusting quickly to changes needed on a daily basis, creativity. Must have the ability to effectively communicate with all levels within the university and establish and maintain productive and effective, inclusive working relationships amongst diverse populations including staff, faculty, administration, students, and other internal and external constituents. Must be able to accept constructive feedback and work cooperatively as a team player in group situations. Must also possess the ability to operationalize sustainability concepts (economy, society, environment) into all aspects of performing job duties.
The duties of this position may include participation in decisions that may have a material financial benefit to the incumbent. Therefore, the selected candidate may be required to file Conflict of Interest Form 700: Statement of Economic Interest on an annual basis, complete ethics training within 6 months of appointment, and attend this training every other year thereafter.
Click the "Apply Now" to apply to this position, materials submitted with your application will not be returned. For questions related to the application process, please reach out to Human Resources (firstname.lastname@example.org | 707.664.3100).
Qualified candidates must submit the following to be considered:
1. Cover Letter and Resume - application system only allows one document to be uploaded, so cover letter and resume must be included in the same MS Word or PDF file (file name should not contain any spaces or special characters)
In your cover letter, please describe your relevant customer service experience that includes management, lead or supervisory responsibilities.
2. Online Employment Application (complete entire application, resume/cover letter will not substitute for any part of the application)
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for this position.
The ADA Coordinator is available at 707.664.2664, to assist individuals with disabilities in need of accommodation during the hiring process.
Equal Employment Opportunity: The University is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.
Mandated Reporting: This position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
About Sonoma State University
Sonoma State University, located 48 miles north of San Francisco, is one of the 23 campuses of the California State University. Sonoma State University is a liberal arts institution with an enrollment of approximately 10,000 students and 530 full-time and part-time faculty. Our beautiful campus is located in Rohnert Park, at the foot of the Sonoma hills in the Wine Country.
Sonoma State University is proud to be a smoke-free campus, where smoking and other uses of tobacco products, such as smokeless tobacco, the use of e-cigarettes and similar devices, are prohibited.
Sonoma State University's Jeanne Clery Act Annual Security Report is available at http://www.sonoma.edu/ps/about/jeanneclery.html; Annual Campus Housing Fire Safety Report is available at http://www.sonoma.edu/housing/general-info/emergency-prep/fire-safety.html.
Sonoma State University
Main (707) 664-3100
Fax (707) 664-3196
1801 East Cotati Avenue
Rohnert Park, CA 94928
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