Student Affairs Resolution Manager

Job Title: Student Affairs Resolution Manager

Kaplan Division: Kaplan University

City: Fort Lauderdale

State/Province: Florida

Position Type: Full Time

Job Level: Some Experience

Job Description:Kaplan University's Student Affairs Department is looking for a dynamic and versatile professional to assume the role of Student Affairs Resolution Manager in our Fort Lauderdale office. This incumbent will oversee
and manage the Student Affairs Resolution Ombudsman team located in both
Chicago and Fort Lauderdale. The incumbent will be responsible for enhancing
the overall student experience at the point of initial transfer from First Term
Support Team through a consistent commitment to timely and thorough student
issue mediation and resolution. The incumbent will perform duties which enable
him/her to successfully analyze, summarize and escalate through appropriate
channels, systematically communicating and tracking issues through the
resolution process, all in accordance with Kaplan University policy. The
incumbent will also directly monitor and manage the student assignment and
registration processes that the Resolution Ombudsman team conducts on a daily
basis.

Primary Responsibilities:

Provide team with the expertise and knowledge to complete
assigned tasks; motivate and support the Resolution Ombudsman team through
frequent interaction.

Define and establish goals for daily process assignments, as
well as student issue resolution.

Establish and ensure all service level agreements are met
regarding student issues.

Voice student issues and feedback in a timely manner to
appropriate escalation points.

Effectively and professionally handle difficult student
situations and escalations.

Prioritize Resolution Ombudsman workflow based on situational
urgency and importance.

Report and present to subordinates, peers, and senior level
management student experience results and process issues/solutions.

Track and organize student feedback through all channels of
communication.

Use metrics to define, track, analyze and enhance Resolution
Ombudsman effectiveness; assemble monthly trend reports and for management
follow up.

Devise student issue case examples to be utilized for Training
and Development purposes.

This role will be required to provide an analysis of student
issue trends. The incumbent may be asked to create an analysis utilizing MS
Excel and PowerPoint to illustrate student-impacting trends and chart issue
resolution progress. The expected result would be to give a clear status as to
where we are trending regarding student issues, and also to highlight areas
where additional focus and training could be provided to better enhance the
student experience.

Breakdown of Activities Performed:

Actively manage Student Affairs Resolution Ombudsman team
including scheduling for optimal coverage, student assignment processes as well
as student issue escalation processes. 50%

Track, catalogue and shepherd student issues through the
escalation process. 25%

Communicate areas of service needing enhancement, devise and
recommend solutions. 20%

Other duties as assigned. 5%

Requirements for this role include:

Must have at least a Bachelor's Degree (B.A./B.S.) with at
least 3 - 5 years of related experience in a Student Affairs/Academic Advising
role are required, along with prior experience managing employees.

The incumbent must have a strong ability to be a clear and
effective communicator, (verbal and written) with our student base as well as
employees located in multiple sites across all departments. Person must
demonstrate professionalism, patience and diligence when working with
potentially stressful student-impacting issues. Experience with MS Office Suite
programs is a must and this position will require some travel on an as needed
basis.