Director Access Services And Case Onecard Program

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

• Develop and define the vision, strategy, framework and roadmaps for identity and access management systems to ensure efficiency, professionalism, and outstanding customer service while mitigating risk, both physical and financial, to the Case Western Reserve University and its constituents. Develop and manage key metrics and execute on improvements while liaising and managing key vendors to support overall university programs. Improving the student experience by developing new, innovative ways to leverage technology related to the campus card program to streamline processes and improve efficiency. Oversee and set priorities to maintain an efficient departmental workflow and prioritize and assign workloads to supervised staff members. (10%)
• Lead a team of service staff (Crawford and Tink) to architect, implement and operate, the university's identity and access management strategy, inclusive of staying current on the latest identity management trends, understanding business requirements and opportunities for automation, self-service, and productivity gains, evaluating technologies to meet these strategies, and continuing to mature the OneCard program. Hire and conduct training and orientation programs for departmental staff. Define and assign individual tasks, maintain schedules and standards, promote cross-training of functions, conduct performance reviews, and administer disciplinary action. Ensure all financial transactions completed by counter personnel are done so with accuracy in a timely and ethical fashion. (10%)
• Responsible for university's ID system/Case OneCard program, key distribution, and assignment of access to facilities in a secure manner. Ensure appropriate checks and balances are in place to protect university assets. (10%)
• Develop and implement processes that control security privileges and access control for the ID card-related systems. This includes meeting with building managers to review university security needs. Ensure that safety, security, and confidentiality of customers, records, and supplies (keys, ID's, RTA passes, parking permits, etc) are a priority for all staff involved. Facilitate communication and problem resolution between access services and both the university and affected non-university customers in matters involving access, ID's, key issuance, parking permits. (10%)
• Oversee processes, policies and workflow of access services office and associated staff, including data input into T2 Flex point of sale system, parking permit distribution, and parking sales. Oversee policies and procedures related to all areas of administrative responsibilities, including parking permit allocations for each lot. (10%)
• Provide access administration, reporting, audit response. Oversee the information management of active personnel in relevant areas (access, parking, and key) and ensure termination and withdrawal information is updated on a regular and ongoing basis in appropriate databases. (10%)
• Manage existing database interfaces between systems that share data with ID card system and coordinate data transfers to include PeopleSoft, Lenel, T2 Flex, Blackboard Transact, and Key Manager. Coordinate communication interfaces with central university student information system (PeopleSoft SIS) and with other departments on campus and internal systems. (10%)
• Develop and apply proactive and technology driven ideas and programs in the attainment of the outlined responsibilities. Provide technical assistance in development, implementation, administration, and evaluation of quantitative assessment tools. (10%)
• Develop and foster relations with critical stakeholders throughout university circle. Liase with Dining Services for issues with student meal plans requiring resolution through Blackboard Transact system. Liaise with parking maintenance, facilitate parking advisory committee. Organize and oversee off-site parking and ID issuance sessions as needed. Provide ongoing support and information to university constituency and LAZ, our parking vendor, regarding special event parking and space constraints. (10%)
• Responsible for oversight of the key shop operation to include development and enforcement of key control policies and procedures and insurance of efficient operations within this specialized unit. Serve as the university key authorization contact for all security issuances including lost, master, restricted, departmental, and undergraduate keys. (10%)

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.