Associate Manager, Advising Support-1

Essential Duties & Responsibilities:

Leadership:

• Creates and fosters a positive diverse equitable and inclusive team culture
• Leads in the continuous promotion of a positive work environment through actions and communication both in formal team meetings and one on one interactions
• Trusted and credible; builds trust with others through words and actions and works diligently at maintaining personal credibility.
• Provide leadership and change management to ensure a superior learner experience. Make the learner the center of decision making for the team.
• Assist team members with resolution of learner issues; serve as a resource person to team members and peers. Provide a communication channel for the team and our internal customers.
• Collaborates and navigates through complex business issues that entail cross functional partnering
• Foster excellent customer service internally and externally.
• Develop strong relationships across the organization to provide a seamless learner experience and support initiatives that impact the prospect or learner experience.
• Provides a leadership presence throughout the department to effectively influence results and manage conflict resolution and problem solving
• Thinks strategically and can anticipate future consequences possibilities and trends that will impact business and/or the team.
• Cultivates a culture of continuous growth through strategic professional development initiatives and brand development opportunities.
• Encourage innovation and idealization to drive departmental improvements and efficiencies.

People management:

• Direct supervision of team members at various stages of development involving daily high touch coaching interactions with direct reports.
• Hires the best talent through strategic talent analysis understanding the needs of the team and skills required to be successful in the role
• Coaching training and development of new employees along with motivating existing team members to achieve goals and build strong working relationships within the team and with their internal and external customers
• Manages performance and development and provides ongoing coaching and feedback to employees.
• Coaches individuals on how to leverage technology tools & techniques to maintain focus on objectives and manage efficiencies.
• Lead in the creation and delivery of quarterly check-ins and yearly performance reviews.
• Conduct regular team meetings creating a forum to communicate policies and procedural changes to share ideas and innovate and to drive personal and professional development
• Foster team cohesiveness and develop team brand within the department and organization
• Serves as liaison with other departments or teams in the resolution of day-to-day administrative and operational issues.
• Meets regularly with Advising Director to provide detailed reporting on the overall performance of the team.

Workflow management and accountability:

• Oversees team workflows and works closely with the Operations and Reporting teams to prioritize work and resolve workflow related issues.
• Creates accountability around team metrics regarding overall productivity availability and service levels.
• Reviews calls to ensure that processes and policies are being followed and high quality customer service is provided.
• Utilize metrics to evaluate performance and to effectively implement continuous improvement streamline processes and optimize job functions.
• Proficient in analyzing and interpreting reporting data and building reports and dashboards.

Job Skills:

• Proven ability to work under limited supervision and exercise independent judgment and initiative
• Outstanding written and verbal communication skills; must have the ability to express oneself clearly and effectively within groups in one-to-one conversations and with senior management levels.
• Excellent people management relationship-building and conflict resolution skills with proven experience coaching and developing people to meet objectives
• Strong process orientation with excellent problem solving skills. Demonstrated attention to detail initiative and follow-through
• Outstanding organizational skills both in managing day-to-day tasks and projects.
• Demonstrated ability to manage/coordinate multiple projects and successfully prioritize multiple tasks with good judgment and in an effective and productive manner.
• Ability to deconstruct complex issues and problems and identify and correct issues within internal processes.
• Ability to make administrative/procedural decisions and judgments often with minimal information available.
• Able to serve as department representative/advocate on diverse cross-functional teams.
• Demonstrated ability to remain calm under pressure. Models professional and clear leadership mentoring and motivational abilities at all times.

Work Experiece:

• 2-3 years of leadership experience (including peer leadership) in fast paced service operations or contact center; preferably in an education environment
• Minimum 4 years customer service experience required

Education:

• From an accredited institution; Bachelors degree required. Masters Degree preferred

Certificates licenses and registrations:

• NA

Other:

• Must be able to travel 10% of time.
• Must be able to lift 10lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane car and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular dependable attendance and punctuality are essential functions of this job.

• Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per addition to medical dental vision life and disability plans SEI employees may take advantage of well-being incentives parental leave paid time off certain paid holidays tax saving accounts (FSA HSA) 401(k) retirement benefit Employee Stock Purchase Plan tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay if applicable.

Careers - Our Benefits Strategic Education Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including but not limited to job-related knowledge/skills experience business needs geographical location and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

If you require reasonable accommodations to complete our application process please contact our Human Resources Department at .