Case Western Reserve University Cleveland , OH 44114
Posted 6 days ago
Job Description
POSITION OBJECTIVE
The Director of Access Services and Case OneCard Program will be responsible for managing the Access Services desk in Crawford Hall and the Student Services desk in Thinkham Veale University Center, Case OneCard operations, and Key Shop. The director is responsible for building, leading, and executing the Access Services strategies and initiatives along with developing and driving the execution of standard automated and self-service driven processes to enhance the productivity of the Case Western Reserve University workforce while also enhancing its security posture. Responsible for the integration of multiple functions into OneCard program, all to ensure efficiency, professionalism, and outstanding customer service while mitigating risk, both physical and financial, to the Case Western Reserve University and its constituents.
ESSENTIAL FUNCITONS
NONESSENTIAL FUNCTIONS
Perform other duties as assigned. (<1%)
CONTACTS
Department: Frequent contact with the vice president to discuss operations, collaborate/facilitate strategic planning/prepare and communicate, identify potential obstacles/solutions, report achievements and progress, recommend needed resources, provide feedback on performance, seek out and suggest improvements to operations/issues. Frequent contact with the finance director to discuss department finances and project financials/cash flow analyses and progress updates. Moderate contact with the other division directors to collaborate the goals within Campus Services. Daily communication with department staff to conduct the mission of operations
University: Daily contact with department heads, deans, business officers, administrators, and employees to facilitate the mission. Frequent contact with management centers, department administrators and staff, internal audit for proactive planning efforts involving operations. Frequent sensitive incident resolution with these groups as well.
External: Frequent contact with the community, Greater Cleveland Regional Transit Authority, contractors and vendors for information gathering/ sharing, networking, etc.
Students: Daily interaction with graduate and undergraduate student employees to conduct the operation/mission. Frequent interaction with graduate and undergraduate student related to project work on campus.
SUPERVISORY RESPONSIBILITY
Directly supervise Assistant Director of the Student Services' Center, Coordinator, 2 clerical staff as well as temporary staff and 15 to 20 students. Directly supervise 1 key shop manager; indirectly supervise key shop technician.
QUALFICATIONS
Experience: 5 to 7 years of experience at a university or similar institution in a high traffic/exposure customer service function. Experience involving security, access, and related systems in a technology rich environment preferred.
Education: Bachelor's degree in management or related field
REQUIRED SKILLS
Demonstrated leadership skills, ability to manage reporting staff and to make independent decisions.
Ability to independently carry out the types of functions described above, with only generalized supervision.
Strong working knowledge of access, security, parking and ID systems operation in a university setting.
Outstanding problem resolution and customer service skills. Good attention to detail and follow through required.
Ability to work through challenges quickly and professionally with minimal supervision to arrive at sound decisions.
Ability to maintain confidential records and information in accordance with FERPA and other related statutes.
Ability to maturely manage confidential materials, of particular sensitivity will be exposure to student, parking and security information.
Must possess a service-oriented outlook.
Requires excellent verbal and written communication skills, including: negotiating abilities; the ability to present complex concepts in simplified terms within a teaching setting; ability to communicate effectively with undergraduate and graduate students; and conflict resolution skills.
Knowledge and demonstrated skills with data base, spreadsheet, word processing and office applications is essential.
Ability to learn hardware and software operations of the Access, ID Issuance system, Blackboard transaction system, Key Issuance, Parking systems including T2 and online parking reservation system, and related systems.
Familiarity with PeopleSoft Financials and Human Capital Management systems preferred
WORKING CONDITIONS
General office environment. May have to work flexible hours in response to high demand periods related to the start of each semester. High customer traffic area with frequent interruptions. High volume, high "on demand" type of service expectation from customer.
Diversity Statement
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
Reasonable Accommodations
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.
Case Western Reserve University