Under the direction of the Sr. Director of Finance and Business Affairs, the Director of Enrollment Services provides leadership and functional expertise for the Registration, Financial Aid (approximately $6M in volume) and Student Services departments CTY’s annual online enrollments (14,000) and summer enrollments (10,000) in a fast-paced environment. Primary areas of responsibility include directing strategic initiatives related to customer solutions and service, leading business process transformation efforts (continuous improvement initiatives and project management) and student information system governance. This person works collaboratively with leadership, academic programs and recruitment to design and implement strategies to attract and retain students and facilitate interactions with CTY.
Plan, organize, maintain and manage the process and operations of Registration, Financial aid, and student services departments.
Work collaboratively and proactively with leadership, academic departments, recruitment to administer and evaluate projects and services.
Develop, recommend, organize and administer JHU and CTY policies and procedures pertaining to course registration, financial aid, student services and privacy.
Evaluate and communicate the impact of potential legal or regulatory changes on CTY’s programs, systems and procedures.
Serve as the business sponsor for student data on CTY’s enterprise data stewardship and information technology committees. Develop processes and practices that actively safeguard student data.
Works in close collaboration with Information Technology to examine, evaluate and make recommendations for technological innovations and technology-based services.
Collaborates with institutional research, academic programs, and business office to create systems (CIS, MyCTY), reports and processes that support a sophisticated data-driven environment with accurate and robust information to make decision.
Work proactively with academic programs, marketing and communications, recruitment, and the business office to improve business processes to promote quality assurance and ensure student services promote records integrity.
Review changes to systems and facilitate review of possible changes/new functionality with the Senior Leader group, Program managers, Registrar’s office, Financial Aid and Student Services staff.
Help the team navigate complex registration and financial aid issues by fostering a culture that encourages written policies, procedures and business guides, as well as edit checks, standards, and quality assurance reviews to ensure the accuracy and consistency of work.
Lead business process design and implementation to support compliance with JHU CTY policy and work with leaders and program managers to align registration processes.
Oversee records retention and workflow processes including records imaging and storage.
Direct office operations and develop strategies to manage multiple work streams, ensuring that they are conducted within existing policy, procedural and compliance guidelines; that best practices are followed, and technology and automation are leveraged at every opportunity.
Office of the Registrar
Provides oversight and supervision of CTY’s registration process and staff. Leads the Registrar’s office staff (three team leads) and sets direction for teams. Monitors team performance and individual development of staff including addressing training needs and providing career development opportunities.
Leads the collaboration with academic leadership, financial aid, and student services to develop class schedules, course assignments, develop instructor quotas, assign instructors, and registration activities.
Work collaboratively with Communications & Marketing to provide oversight of all enrollment related written communication and acknowledgements including website and portal content.
Sets the vision for operations including the reorganization and assignment of duties of work; streamlining processes where possible.
Evaluates and communicates the impact of potential legal or regulatory changes on CTY’s programs. Advises and responds to questions from college departments and external agencies.
Financial Aid & Scholarships:
Provides oversight and supervision of CTY’s financial aid and scholarship programs and staff.
Oversee the financial aid, scholarship gifts and grant budgets (approximately $6M), tracking process for donor funding during the financial aid awarding process, and coordination of the awarding process with various CTY departments.
Collaborates with leadership team, recruitment team and development team to create financial aid policies, procedures and staff training to support CTY’s strategic objectives.
Manages the implementation and maintenance of financial aid systems, document imaging systems and related software.
Works closely with Senior Leadership to develop strategies to enhance JHU’s financial aid program in support of enrolling students in CTY programs that are aligned with the organization’s strategic plan, regardless of family’s financial circumstances.
Work with Communications and Marketing and Recruitment on messaging and recruitment strategies to communicate affordability and procedures to apply for need based aid.
Key project manager for the MyCTY portal for enrollment related activities. Coordinates project teams, develops project charters, plans and timelines. Documents business processes using MS Visio and other tools to help teams understand customer service workflows.
Develops policies and procedures for evaluating and resolving family program inquiries, issues and problems including coordinating the provision of support services.
Works with marketing and communications to develop, track, and continuously improve enrollment-related email communications, MyCTY portal content, and phone and email scripts.
International & Other Student Services:
Partners with Johns Hopkins University’s Office of International Services to develop, implement and manage international student policies and operations related to I-20 requests. Develop internal and external communication strategies to help staff and families understand the I-20 request process and support family’s questions about the JHU and CTY processes. Coordinate policies and communication plans with OIS, M+C, the East Asia office, International and Summer programs.
Oversees and ensures the process of providing language services for non-English speaking families, travel transportation to Summer Program sites, as well as medical forms and disability services for students.
Bachelor’s degree required. Master’s degree and PMP certification preferred.
Five to seven years progressively responsible relevant experience including two to four years in a university setting with project management responsibilities.
Required Special Skills and Knowledge:
Student services administration principles and practices.
Records maintenance principles and practices.
FERPA, COPPA, HIPPA and other privacy regulations and practices.
CRM and student information systems.
Budgeting principles and practices; and, project management principles.
Demonstrated skill in:
Supervising and providing leadership.
Developing, recommending, implementing, and monitoring policies, procedures and work flow.
Strong project management skills.
Experience working with large educational portal systems and data sets.
Developing and managing a budget.
Communicating effectively through oral and written mediums.
Evaluating assigned programmatic area for compliance with applicable regulations.
Providing training to groups.
Conducting research to identify solutions, resolve problems or provide operations.
Working with diverse academic, cultural and ethnic backgrounds of students and staff.
Demonstrated Ability to:
Manage change in a complex environment.
Lead the implementation and adaption of new technologies and systems.
Create a customer service culture within an organization.
Work independently, as well as collaboratively as part of a team; and to manipulate, prepare and re-define a large variety of reports related to departmental activities, including statistical analysis.
General Areas of Oversight and Leadership:
Customer Service and Communications (all departments): Manage Online and Summer annual enrollment communications calendar in coordination with M+C, Student accounts and programs, Sr. Directors and program managers. Provides assistance to parents and staff regarding enrollment services information and transactions. Advise families on applying for course credit, official transcripts, enrollment information, financial aid status, payment plans, account balance, transcript requests, payment deadlines and procedures and refunds. Provides technical support to families in using web-based tools in MyCTY.
Budget Management (all departments): Plans and administers department budgets consistent with achieving CTY goals and objectives.
Regulatory and Policy (all departments)
Responsible for the security and confidentiality of student records.
Advises and enforces CTY policies related to registration, admissions and records.
Serves as CTY’s chief FERPA officer.
Physical Requirements for the Job:
Ability to sit in a normal seated position for extended periods of time.
Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery.
The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings.
Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required.
Responsible for supervising direct and indirect employees (approximately 10 total)
Applicants must be authorized to work in the US.
The successful candidate(s) for this position will be subject to a pre-employment background check.
All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect.
Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.
Classified Title: Director Enrollment Management Services Role/Level/Range: ACRP/04/MG Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: M-F, 8:30 am -5:00 pm Exempt Status: Exempt Location: 02-MD:Mount Washington Campus Department name: 10000100-Registration Personnel area: Academic and Business Centers
The successful candidate(s) for this position will be subject to a pre-employment background check.
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During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
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