Associate Director, Advising

Position Summary

The Associate Director, Advising supports the Director Operations, Advising in directing the daily operations of the Student Advising teams. Leads a team of Academic and Finance Advisors/Academic and Finance Counselors and other supporting team members to help students to succeed in their academic programs and persist in their programs until graduation. Provides strong leadership and support to team members through consistent one on ones, coaching, professional development through individualized plans, and interpretation of policies, procedures, and regulatory guidance. Is also accountable for outcomes and improvement of key metrics and service level expectations related to student success.

Essential Functions:

• Create a strategic vision, in collaboration with senior leadership, for annual goals and outcome-based projects.
• Compliance oversight through Quality Assurance Activities and aligned coaching/feedback engagements.
• Collaborate interdepartmentally across the University to ensure transparency, partnership, and holistic representation of all perspectives in decisions and implemented initiatives within department.
• Develop and conduct training programs to improve team members’ technical and soft skills.
• Provide mentorship, professional development, and coaching to each of their team members through individualized development plans, performance management, and ongoing 1:1’s.
• Responsible for strategic planning to develop and implement short- and long-term strategies focused on improved student retention and student experience.
• Ensure that team retention targets are achieved in alignment with the University’s retention goals.
• Provide leadership and operational guidance to ensure effective team member support of students as they progress in their courses/program.
• Analyze team data and metrics to determine and facilitate change, to meet organizational expectations and goals.
• Use business intelligence analytics to ensure the team is maintaining expected service-level agreements.
• Evaluate reporting to ensure contact expectations are met for student outreach via phone/email/text and follows up as needed.
• Lead special projects as assigned to support continuous improvement initiatives and collaborate with other university stakeholders across the organization as needed.
• Evaluate internal audits and provides coaching as needed to ensure compliance with regulatory and accreditation guidelines.
• Identify, hire, and retain top talent.
• Create and maintain a culture of excellence and inclusivity through team activities, initiatives, and open communication.
• Track and monitor schedules and attendance of team members.
• Administrate payroll and timecard reporting for team members.
• Oversee the entire department in the absence of the Director.
• Lead team meetings and participates in Student Services Leadership Team meetings.
• Uphold the University standard of conduct and all other policies and procedures.
• Identify opportunities and recommend changes to improve the University.
• Participate in training, continuous education, and leadership development activities to improve skill set.
• Plan, organize, oversee, and direct the daily operations of a team of team members.
• Continuously improve team member communications through quality assurance activities and coaching techniques on live and recorded calls.
• Partner with academic leaders and Deans to evaluate key performance indicators within their school and identify areas for improvement.
• Oversee outstanding balance recovery and strategy for their team and ensures appropriate outreach for resolution of outstanding balances.
• Ensure team members are documenting communications within the appropriate technology systems.
• Accountable for outcomes and improvements of team KPIs and service level expectations related to student success and organizational strategic metrics inclusive of retention, student pace, outstanding balances, and student experience.
• Participate in ongoing department projects, or other special projects, as needed.
• Reasonable and consistent attendance to fulfill requirements of the position.
• Other duties as assigned.

Supervisory Responsibilities:  

Supervisor duties to include:

• Direct oversight of at least one (1) team lead and at least ten (10) front line team members.
• Hire, train, and develop Academic and Finance Advisors, Academic and Finance Counselors, and Team Leads.
• Implement and lead individualized development plans for all team members.
• Direct oversight for all performance management actions inclusive of direct coaching, performance action delivery, and separation of team members.

Requirements:

Education & Experience:

• Bachelor's degree required.
• Master's degree preferred.
• Minimum of five (5) years of student services, advising, customer support, or related experience required.
• Minimum of three (3) years of leadership experience preferred.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Knowledge of academic and business workings of a higher education institution.
• Knowledge of University policies and procedures.
• Knowledge of financial aid processes and associated Title IV regulations.
• Knowledge of leadership principles and practices.
• Ability to resolve conflict and performance manage team members as appropriate.
• Ability to coach to improve development and skills.
• Skill in verbal and written communication.
• Ability to use and facilitate online communications.
• Ability to problem-solve.
• Ability to understand and interpret the needs of prospective students.
• Ability to compute and comprehend rates, ratios, and percentages.
• Ability to effectively present information and respond to questions from prospective students, University associates, licensing and accrediting agencies and the general public.
• Ability to collaborate effectively with others.
• Ability to build and motivate a team.
• Excellent customer service and communication skills.
• Demonstrated ability with enrollment information systems and web-based recruitment.
• Strong analytical and critical thinking skills.
• Proficient with Microsoft Word and other applications in the Microsoft Office Suite.

Location: Remote

Travel: No Travel Required

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.