Director of Outsourced Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and nurture a team of 14 personnel, comprising four Project Leads, through vision, coaching, mentorship, and accountability.

• Oversee and expand processing operations across 20 active client engagements, aiming to serve over 50 clients within 24 months.

• Track project timelines, deliverables, quality standards, and metrics related to client satisfaction.

• Recognize and address operational risks, resource limitations, and delivery obstacles.

• Enhance consultant utilization, staffing assignments, workforce strategies, and service quality.

• Redesign processing operations to boost speed, scalability, consistency, compliance, and turnaround times for files.

• Own and advance the Analyst Training and Performance Enablement program.

• Document, sustain, and enhance standard operating procedures across processing services.

• Standardize service delivery for Verification, Packaging and Awarding, R2T4, SAP, and Reconciliation.

• Propel continuous improvements to elevate productivity, throughput, and operational effectiveness.

• Monitor KPIs in FASTrax 2.0, including utilization, productivity, cycle times, turnaround times, and quality assurance.

• Provide data-driven insights and recommendations to executive leadership.

• Supervise engagement profitability, staffing efficiency, and resource utilization in collaboration with the finance team.

• Maintain operational dashboards within FASTrax 2.0.

• Spearhead technology, automation, and AI-driven transformation initiatives for Processing Services.

• Identify opportunities for workflow automation and utilize AI to streamline processing and enhance service delivery.

• Serve as the senior escalation point for client concerns and operational challenges.

• Collaborate with institutions and project teams to deliver contracted services and fulfill client expectations.

• Cultivate long-term client relationships founded on trust, responsiveness, and measurable results.

• Stay informed on federal financial aid regulations and industry best practices.

• Support internal quality control reviews and annual audit initiatives.

• Monitor compliance trends and propose enhancements to mitigate risks.

• Promote accountability, accuracy, and regulatory excellence.

⛳️ Requirements

• A Bachelor's degree is required; a Master's degree is preferred.

• Over 10 years of progressive leadership experience in financial aid.

• Proven experience in leading financial aid operations within a college, university, system office, or higher education organization.

• Demonstrated success in managing teams, workflows, and complex operational initiatives that involve change management.

• In-depth knowledge of Title IV regulations and financial aid administration.

• Strong project management, organizational, and change management capabilities.

• Proven track record of leveraging technology to achieve efficiency and operational excellence.

• Ability to lead high-performing teams in a remote work environment.

• Exceptional communication, relationship-building, and client management abilities.

• Experience using operational data and metrics to enhance performance.

• Background in multi-campus, multi-system, or consulting roles.

• Experience in leading process improvement initiatives.

• Familiarity with implementing automation or workflow redesign solutions.

• Knowledge of SIS platforms such as Ellucian Banner, Colleague, PeopleSoft, Jenzabar, or CampusNexus.

• Experience in developing KPIs, operational dashboards, and performance management frameworks.

• Proven ability to scale operations while upholding quality and compliance standards.

🏝️ Benefits

• Competitive compensation.

• Flexibility for remote work.

• Comprehensive benefits package.

• Opportunities for professional development.

• A collaborative and entrepreneurial work culture.

• Chance to lead organizational transformation through technology and AI.

• Opportunity to make a national impact in higher education.