Senior Director, Tufts Support Services

Company Name:
Tufts University
Tufts University has been engaged for over a year in a thorough review of its administrative functions and has completed a basic design for a new organization that will serve both schools and central units. Tufts Support
will improve administrative services to faculty and staff while reducing overall costs by consolidating into expert teams activities that are common across the university's many schools and central divisions. Administrative activities supported by Tufts Support Services will include transactional tasks for
human resources
, Finance, and Information Technology along with professional services for budgeting, and may be expanded to include research administration, operations, and other administrative functions. Tufts Support Services will be client-focused and continually drive toward a positive client experience.

Reporting to the Executive Vice President, the Senior Director manages faculty and staff experience of Support Services across Tufts University's three campuses. The Senior Director is accountable for effective and efficient service delivery, monitoring performance against established Service Level Agreements and other metrics. Functional leads for each of the areas within Support Services (Human Resources, Finance, Information Technology, and other functional areas to be identified) report to the Senior Director, with dotted-line compliance and policy accountability to the respective Vice Presidents. Managing the shared services staff, operations, and budget, the Senior Director ensures cross-functional coordination and develops an engaged workforce. Representing shared services on various management and university-wide committees, the Senior Director fosters a culture of partnership among schools and central units that is responsive to client needs while observing the university's broader compliance and policy requirements.

Basic Requirements:
15 years of experience in Operations roles in mid-sized organizations, including a minimum of 7 years in direct supervisory or management positions. At least 3 years experience managing a shared service organization or similar customer-focused operations or call center.
Bachelor's degree preferred
Experience with constituent relationship management technology; experience and facility with statistical analysis and identifying appropriate metrics to drive improvement; proficient in Microsoft Office suite.
Must have valid driver's license and reliable car or other means of reliable transportation to travel among Support Services sites located on three campuses in Medford, Boston, and Grafton, MA.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
Preferred Qualifications:
Strong customer and relationship-management focus.
Demonstrated success in large team creation, development and management.
Ability to build consensus among the university's leadership.
Able to manage conflicting demands, organize priorities, and make informed judgments.
Effective communicator at all levels.
Ability to promote cultural change and foster an environment of continuous improvement.
Experience in higher education.
Special Work Schedule Requirements:
Regular business hours with occasional extended or weekend hours
To apply please visit our website http://tinyurl.com/ky54y2r

Tufts University is an AA/EO employer and actively seeks candidates from diverse backgrounds.

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