Director, One Stop Student Services

Strategic Leadership and Service Model Implementation • Develop, execute, and maintain accountability for the strategic vision of Financial Aid service delivery within the One Stop Student Services model, ensuring alignment with Enrollment Management priorities and federal, state, and institutional financial aid requirements. • Lead and oversee the phased integration of financial aid operations within a centralized, student‑focused service model, ensuring continuity of compliance, accuracy, and service quality. • Design and oversee financial aid staffing models, cross‑training frameworks, service standards, and escalation protocols, ensuring staff readiness to support complex aid scenarios in a One Stop environment. • Establish and monitor performance metrics and dashboards specific to financial aid operations, including service effectiveness, resolution timelines, compliance indicators, and impact on student satisfaction, retention, and persistence. • Advise the Chief Financial Aid Administrator on operational integration strategies,service model optimization, and continuous improvement opportunities. • Lead organizational change initiatives associated with service consolidation and process redesign. • Develop and sustain a strong service culture within financial aid operations centered on client experience and satisfaction by implementing effective de-escalation strategies and proactively adapting to student and supporter needs and feedback. Cross-Functional Collaboration and Institutional Alignment • Serve as primary financial aid operational liaison between One Stop and the Office of Scholarships and Financial Aid, Bursar, and Registrar leadership. • Facilitate cross-functional coordination to ensure consistent interpretation of policies and procedural alignment. • Partner with Information Technology and CRM teams to optimize system integration, workflow automation, and case management tools. • Support institution-wide initiatives related to enrollment operations, student success, and service excellence. • Represent Financial Aid operations including One Stop Student Services on institutional committees as assigned. Operational Oversight and Performance Management • Provide strategic leadership and oversight of operations across in-person, phone, virtual, and case management channels. • In concert with direct report team leads, ensure consistent, accurate, and student-centered front-line service delivery across financial aid, student accounts, and registrar domains. • Develop and maintain formal service level agreements (SLAs) and structured escalation pathways in partnership with functional leadership. • Monitor service trends, processing timelines, compliance requirements, and operational risks. • Identify inefficiencies and implement continuous improvement strategies to enhance service quality and responsiveness. • Work with team leads and home offices on approaches for the complex or high-impact student cases. Compliance, Policy Interpretation, and Risk Mitigation • Ensure One Stop staff are appropriately trained in federal financial aid regulations (Title IV), FERPA, ABOR policy, and institutional procedures. • Provide senior-level leadership to support structured appeals and exception processes in collaboration with functional home offices. • Establish and maintain operational documentation, service standards, and escalation frameworks. • Identify and mitigate financial aid-related compliance risks associated with integrated service deliver. Leadership and Talent Development • Recruit, supervise, and evaluate professional and support staff. • Build a cross-trained, collaborative team culture grounded in accountability and student centered service. • Promote service practices aligned with the University’s commitment to community. • Develop leadership capacity within the unit to ensure long-term sustainability and bench strength. Knowledge, Skills Abilities: Demonstrated experience leading cross-functional operational initiatives or organizational change efforts. Working knowledge of federal financial aid regulations and student information systems (e.g., PeopleSoft, Workday, CRM platforms). Demonstrated ability to analyze operational data and use performance metrics to inform decision making. Excellent written and verbal communication skills. Familiarity with ABOR governance and Arizona higher education policy environment.