ACADEMIC RECORDS - Operations Manager

Job Classification

  Salaried Full-time (75-100%)

Position summary

The Operations Manager for the Office of Academic Records serves as the primary front-‘line departmental contact for students, faculty, staff, and the public, setting a high standard of professionalism and customer care. This role oversees all front office services, supervises student workers, and provides operational support across Academic Records for both routine tasks and special projects.

Qualifications summary

The ideal candidate holds a bachelor’s degree (preferred) and has experience in a professional office setting. Strong customer service skills, clear communication, accuracy, and the ability to work with diverse groups are essential.

Candidates must demonstrate sound judgment, strong problem-‘solving skills, effective multitasking, and calmness under pressure. Proficiency with computer applications is required, Banner experience is highly valued, and candidates must be able to interpret policies and supervise student workers with care and confidence.


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Front Office Services

• Serve as the primary contact for the Office of Academic Records front desk.


• Knowledge of the roles and responsibilties for every staff member within the office for effective triage of requests.


• Provide high quaility, solution-oriented customer service to students, faculty, staff, and the general public.


• Manage departmental email accounts (Academic Records; Verifications).


• Resolve routine and complex inquiries which are cross-functional in nature within Academic Records. Prioritizes and determines the appropriate course of action, referral, or response, exercising appropriate judgment to reflect University policy and procedures.


• Supervise issuance of new and replacement University ID cards.


• Process enrollment and degree verification inquiries for loan deferments, veterans, and other related needs.


• Assist with transcript and diploma pick-ups.

Back Office Services

• Receive, open, and distribute office mail; respond to mail requests.


• Maintain office space and track supply inventory.


• Coordinate routine facilities requests for the Office of Acaemic Records suite.


• Coordinate routine departmental office supply orders, signage, and printer troubleshooting.


• Assist with departmental website updates.


• Serve as liaison with Financial Records for ID card replacement charges.


• Maintain procedural manuals for assigned areas of responsibility.


• Assist the Transcript Specialist during absences or peak periods.


• Assist with answering and routing phone calls to the appropriate individuals in the Academic Records Office (or to other campus departments).


• Serve as backup for vault security.

Biographic & Demographic Data Services

• Update directory information on a timely basis and ensure accuracy across shared databases.


• Oversee geographic changes for University constituents in Banner (addresses, phone numbers).

Registration Services

• Process registration forms: Add, Drop, and standard Exceptions (as assigned).


• Respond to multiple inquiries related to registration and Registration Central online system.


• Troubleshoot registration issues and route them appropriately.


• Communicate with instructors regarding class rosters and send communication to students and advisors regarding class attendance, as needed.


• Follow up on missing course titles for independent study courses.

Graduation Support

• Assist with preparing printed programs and related graduation ceremony materials.


• Assist the Grand Marshal during graduation weekends.

Student Systems Support

• Assist with ensuring all courses have assigned instructors by running reports and updating records, as requested.


• Assist with ensuring all independent study courses have titles.


• Assist with uploading enrollment reports to the National Student Clearinghouse database.

Committees & Other Duties

• Participate in committees and working groups, as assigned.


• Perform other duties as needed or requested.

Supervisory responsibilities

Supervisory Responsibilities

• Supervise and train student workers on the Office of Academic Records front desk procedures.


• Coordinate student worker schedules.


• Approve student worker time submissions.


• Participate in student worker hiring and annual review processes.

Qualifications

QUALIFICATIONS

General qualifications and personal qualities

• Bachelor’s degree preferred; professional office experience required.


• Strong customer service skills and a caring, solution-‘oriented approach.


• Excellent verbal and written communication abilities.


• High accuracy, attention to detail, and commitment to meeting deadlines.


• Ability to multitask and remain calm under pressure.


• Strong decision-making and problem-‘solving skills.


• Proficiency with computer applications; Banner experience highly valued.


• Ability to interpret policies, respond to technical questions, and write procedural documentation.


• Effective interpersonal skills and respect for diversity.


• Ability to supervise, train, and evaluate student workers.

Interpersonal Skills

• Excellent communication, customer service skills, and a caring attitude.


• Ability to deal with time-sensitive issues and difficult situations.


• Interact cordially with students, faculty, staff, and other service users.


• People-centered problem solving where people are treated fairly, ethically, and professionally.

Language Skills

• Excellent verbal and written communication skills when responding to constituent inquiries from students, faculty, staff, team members, and general public.


• Read and interpret documents such as policy manuals, operating and maintenance instructions, and procedure manuals. 


• Write routine reports and correspondence as well as additions and modifications to office procedure manual.


• Respond to technical questions and matters related to the Office of Academic Records.

Mathematical skills 

• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 


• Compute rate, ratio, and percent.


• Draw and interpret graphs.

Reasoning ability 

• Solve practical problems.


• Deal with a variety of concrete variables where only limited standardization exists. 


• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, licenses, registrations 

• No specific certificates, licenses or registrations required.

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

• No specific certificates, licenses or registrations required.

Interpersonal interactions

• Excellent communication and interpersonal skills


• Strong commitment in building cooperative relationships


• People-centered problem solving: Commitment to cross-functional problem solving, a people-oriented environment, positive responses to change, and working successfully with a diverse community is expected


• Experienced, mature, and competent manager who is willing and able to create and sustain a collegial, collaborative environment where people are treated fairly, ethically, and professionally.

Physical demands

The following physical demands are representative of what an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly: Sit, talk, hear and use hands to work with the computer keyboard.


• Occasionally: Walk, reach with hands and arms, and stoop and kneel for filing.


• Occasionally: Lift and/or move up to 25 pounds.


• Vision abilities required: Close vision, and ability to adjust focus.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise level in the work environment is usually moderate.