The Assistant/Associate Registrar for Front Operations carries out a wide range of functions as a member of the Registrar’s leadership team. Responsible for the front office operations, this role is key in ensuring in establishing and maintaining service standards established. Responsible for handling projects and providing support as needed by the Registrar. This includes office-wide initiatives and systems related to committees, meetings with constituent departments, procedure manuals including the onboarding of employees, and inventory management. Also manages end of semester and grade processes, which entails making decisions and recommending policy changes to the appropriate committees; other duties as assigned.

Qualifications summary

• Minimum of a Bachelor's degree with a Master's degree preferred. Two to four years of related experience.
• Ability to meet deadlines, detail-oriented, organizational ability, and uphold policy.
• Customer service skills and a caring attitude.
• Experienced, mature, and competent manager who is willing and able to create and sustain a collegial, collaborative environment.
• Knowledge of and experience with office productivity tools, including word processing and spreadsheet packages.
• Experience with Ellucian Banner highly valued.

Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Coordinates/manages office functions and/or projects specifically in the front office operation processes.

• • Prioritize tasks based on deadlines and workload of individuals involved in a function/project
  • Crafts and implements strategic initiatives
  • Upholds policies and supports/interprets principles behind policy in adherence to state, federal and University regulations and guidelines
  • Determines appropriate exceptions to policy
  • Creates processes for exceptions to policy to ensure consistency
  • Reviews and updates standard definitions & workflow for processes based on industry standards and best practices
  • Gathers data, develops metrics and conducts assessment based on key performance indicators
  • Recommend changes to policy.
• Provides leadership and sets a high standard of professionalism by providing high quality customer service to students, the general public, and university faculty and staff with a focus on care and being solution-oriented.
• Ensures information sharing occurs between all front office areas within the Academic Records Office. Provides training to all front office personnel related to general academic inquiries.
• Facilitates information sharing regarding Academic Records policies and processes between all front office areas of service offices across campus as well as department chairs and administrative assistants.

Class Registration

• Supervises data entry of registration and responds to multiple inquiries related to the registration process and Registration Central.
• Supervises the troubleshooting functions of the registration process.
• Handles registration appeals from previous semesters.

Grade Processes

• Manages the online grade entry processes for mid-term and final grades.
• Communicates with instructors regarding deadlines and processes for grade entry.
• Troubleshoots
• Provides training to all new faculty members for online grade entry processes.
• Makes decisions and handles grade appeals related to previous semesters and works in consultation with academic departments and deans.
• Works on website updates with the Assistant Registrar for Publications and Communication.

Grade Change Processes

• Processes official grade change forms according to policy.
• Enters grade changes to replace Incomplete and Deferred Grade entries, and maintains permanent grade books.
• Corresponds with faculty regarding denials of grade changes outside of policy.

End of Semester Processes

• Manages all end of semester processes including academic probation and academic standing.
• Processes requests for incomplete extensions.
• Oversees the entry and approval of course titles for independent study and topic courses.
• Runs processes for repeat courses.

Projects/Office Management

• Develops and keeps a coherent system for procedure manuals for all areas within Academic Records.
Manages processes and maintains records related to the schedule and grades for the following areas:

• • Special programs including Adventist Colleges Abroad, Griggs University, and School of Education Professional Development.
  • Credit by examinations (CBE), prior learning assessment (PLA), and challenge exams.
• Oversees the onboarding process of all new Academic Records employees.
• Responsible for monitoring and ordering all subscriptions and office inventory.
Assists with projects as needed. This includes but is not limited to the following:

• • Research and publication projects
  • Processing graduation applications, degree audits, and petitions
  • Processing Banner catalog and schedule updates and conducting audits

General Academic Records Functions

• Works with the leadership team in crafting and implementing strategic initiatives including compliance, technology, process improvement and metric development around key performance indicators relevant to front office processes.
• Assists the Grand Marshall in graduation weekends.
• Serves as a backup at the front information desk when needed and in the absence of the Operations Manager.
• Fulfills other functions, duties, and responsibilities as assigned.

Supervisory responsibilities

• Supervises the two full-time positions in the services area: Operations Manager, Transcript and Diploma Specialist. Some of the individuals may supervise student employees.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

Education and experience

• Minimum of a Bachelor’s degree with a Master’s degree preferred. Two to four years of related knowledge and experience working in records preferably in higher education..

General skills

• Accuracy and care for details.
• Careful attention and commitment to university academic policies.
• Effectiveness in meeting deadlines.
• Ability to remain calm under pressure.
• Decision making and problem-solving capacity.
• Maintain flexibility with the demands of multitasking.
• Strong organizational ability.

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

N/A

Interpersonal interactions

• Customer service skills and a caring attitude.
• Respect and appreciation for diversity.
• Ability to deal with time-sensitive issues and difficult situations.
• Strong interest in building cooperative relationships.
• Excellent interpersonal and oral and written communication skills.
• Ability to create, compose, and edit written materials.
• Ability to gather data, compile information and prepare reports

Physical demands

The following physical demands are representative of what an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly: Sit, talk, hear and use hands to work with the computer keyboard.
• Occasionally: Walk, reach with hands and arms, and stoop and kneel for filing.
• Occasionally: Lift and/or move up to 10 pounds.
• Vision abilities required: Close vision, and ability to adjust focus.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise level in the work environment is usually moderate.