Senior Manager, Electronic Services

The successful candidate will manage the Electronic Services team, a staff of three positions in Bursar. They will work to gain an in-depth knowledge of Bursar's business processes and use that knowledge to coordinate business processes with campus departments. They will plan for and maintain the university's tuition calculator. This individual will also create and run reports and assist with providing excellent customer service for university departments and student/parent answers. The person in this role will be tasked with gathering information from customers and stakeholders to help inform policy changes. Through their understanding of customer questions, they will work to improve Bursar processes and procedures.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

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Student Billing Support:

• Gather and analyze information from different stakeholders to implement tuition, to assure revenue in student system is accurately charged and displayed.
• Ensure proper implementation in the student system, ensuring alignment with ABOR-approved rates and institutional policies.
• Generate reports for gathering necessary data for test cases, to test processes within student system to assure accuracy.
• Ensure the accuracy of departmental charges going to the student billing system from auxiliary departments. Communicate issues to the affected departments.
• Investigate discrepancies and resolve tuition and fee issues related to student accounts to ensure timely and accurate processing; ensure maximum cash flow through accurate and timely billing and collection of student receivables.
• Conduct website maintenance of monthly reviews of the Bursar website to identify and correct broken links or outdated content, to assure proper communication with internal and external customers.
• Maintain detailed documentation of testing procedures, tuition configurations, and provide resolutions.
• Develop detailed documentation and training materials to facilitate ongoing use and maintenance of the software for staff and departments to ensure accurate and timely reporting to customers.
• Represent the Bursars Office at meetings throughout the University.

Third Party Receivable Support:

• Understand business requirements and timing, configuration, and integration of solutions in the student system.
• Oversee a third-party position that supports student financial accounts with external sponsors.
• Invoice and track payments from third-party sponsors, including employers and military branches.
• Reconcile outstanding payments and resolve complex billing issues, liaising with third-party agencies.
• Maintain an organized billing system for third-party payments and provide customer service to students and sponsors that ties to the student system.

Management of Electronic Services Team:

• Lead and prioritize team tasks, ensuring work is distributed efficiently.
• Handle escalated communications from internal stakeholders and students.
• Train staff, set performance expectations, and conduct performance evaluations.
• Contribute to employment decisions, including recruitment, compensation, and staff development.

Technical Support:

• Gather information from different stakeholders to implement tuition to charge within the student system.
• Review and incorporate ABOR policies into the university's tuition structure.
• Manage the planning for and maintenance of the Tuition Calculator, ensuring data and implementation accuracy and up-to-date information to assure communication with our internal and external customers.
• Collaborate with university departments and external agencies for tuition rate information.
• Test the accuracy of tuition data in the system each semester, with advanced Excel skills required.
• Responsible for maintaining the website of the Bursar's Office, including the Tuition and Fees Calculator for the University of Arizona.
• Other Tuition-Related Technical Duties: Support ad hoc projects involving tuition and system upgrades.

Provide Customer Service to Students, Parents, and Departments:

• Address tuition, fees, and Bursar-related inquiries from students, parents, and departments.
• Create, modify, and run reports to evaluate and improve organization/planning and management of processes, continuously analyze and identify efficiencies for processes.
• Perform data analysis and create reports using information from various sources and systems.
• Create reports in Analytics and PeopleSoft.
• Analyze student accounts to troubleshoot issues.

Knowledge, Skills, and Abilities (KSAs):

• Ability to work independently.
• Strong organizational, critical thinking, and follow-through skills.
• Strong skill in Excel.
• Ability to create reports in Excel.
• Excellent written, communication, and documentation skills.
• Strong organizational skills, attention to detail, and continuous process improvement mindset.
• Strong work ethic, with ability to collaborate and successfully manage multiple projects simultaneously.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 5 years of related work experience, including 2 years of managerial experience, or equivalent combination of education and work experience required.

• Experience using advanced Excel functions (e.g., VLOOKUP, pivot tables, conditional logic).
• Experience with pulling and creating reports in Analytics and/or PeopleSoft, and SQL.