Assistant Director - Service Hub

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Assistant Director - Service Hub

Job Profile Title

Manager C, Student Services

Job Description Summary

The Office of the Executive Vice President provides strategic leadership and oversight for the University's business, financial, operational, and administrative functions through nine divisions: Audit, Compliance and Privacy; Budget Planning and Analysis; Business Services; Facilities and Real Estate Services; Finance; Human Resources; Information Systems and Computing; Investments; and Public Safety. Student Registration and Financial Services (SRFS) is a critical department within the Finance organization and practices a service-forward approach to adapt to the increasing needs to the students and campus partners.

The Assistant Director is responsible for a functional team of Registrar Coordinators embedded within the Service Hub of the SRFS organization. The team provides concierge-level partner support and in-house escalation capability for complex Registrar issues that require elevated access, authority, and functional expertise beyond the Service Hub Counselor scope. The Assistant Director is accountable for team readiness, consult coverage, specialist task execution, training of Service Hub Counselors, and quality reinforcement. This role balances two core imperatives: (1) rapid, accurate resolution for escalated issues and partner requests; and (2) systematic skill-building of Service Hub Counselors to reduce avoidable escalations and improve cross-functional knowledge over time.

The Assistant Director operates at the assigned functional team level and is accountable for daily execution, staff supervision, queue management, training delivery, and resolution of functional escalations within delegated authority. They will escalate issues that cross functional boundaries, exceed delegated authority, create significant compliance or service risk, or require broader resource reallocation to the Associate Director.

This position will focus on Registrar-related processes and team responsibilities. Although this role has a primary functional focus, the Assistant Director is expected to support the broader Service Hub model through cross-training, collaboration, and continued development of knowledge beyond their assigned functional area.

Job Description

Job Responsibilities

Team Management:

Provide day-to-day operational oversight for an assigned functional Service Hub team, including workload coordination, team readiness, consult coverage, and specialized task execution. Lead, manage, coach, and mentor assigned team members, including providing daily work direction, onboarding input, performance feedback, and formal performance reviews. Execute or oversee defined functional tasks requiring elevated authorization and/or system access that Service Hub Counselors are not permitted to perform. Coordinate team coverage to support same-day consult aspirations during business hours.

Escalation Point and Penn Partner Support:

Serve as a primary escalation contact and liaison for schools, centers, community partners, and functional home offices within the assigned team’s scope. Ensure timely processing and resolution of partner-submitted tickets, feeders, and other assigned requests.

Compliance:

Partner with the Compliance office for review support, trend identification, and controls reinforcement. Conduct spot reviews of team work for documentation, case handling, service quality, and compliance adherence. Maintain awareness of Title IV, FERPA, VA requirements, cash handling, records retention, and other relevant regulatory obligations applicable to assigned work.

Cross-Training Support:

Provide consultative support and approvals for Service Hub Counselors while enabling them to retain case ownership when appropriate. Review, triage, prioritize, and resolve time-sensitive, high-risk, or high-impact escalations and partner requests. Train Service Hub Counselors in functional expertise through real-time coaching, targeted refreshers, job aids, consult coverage, and other training supports.

Functional Expertise:

Attend partner meetings as needed and provide information regarding requirements, timelines, outstanding items, and resolution status. Attend functional home office trainings and communicate relevant updates to Service Hub staff.f.

Analysis and Workload Balance:

Identify common escalation drivers and convert them into training content, job aids, documentation updates, or decision-support tools. Reinforce intake standards for required fields, documentation quality, case notes, and tracking practices. Manage workflow across shared functional queues, including monitoring case aging, complexity, risk indicators, and workload distribution.

Perform other duties as assigned in support of successful execution of SRFS responsibilities.

Qualifications

Required:

• •Bachelor of Science, Bachelor of Arts, and 3 to 5 years of experience or equivalent combination of education and experience is required.
• •Experience in registrar function in a higher education environment.
• •Demonstrated ability to understand, apply, and remain compliant with current applicable federal, Title IV, state, and institutional requirements, including FERPA, to ensure work is completed accurately, ethically, and in compliance with established policies, procedures, and regulatory standards.
• •Experience managing time-sensitive, high-risk, or high-impact issues with strong judgment and documentation skills.
• •Strong organizational, analytical, interpersonal, and oral and written communication skills , with exceptional attention to detail.

Functional expertise in at least one of the following areas:

• •Registrar/Records: Penn partner ticket submissions; registration overrides; complex records updates; policy-bound exceptions (where permitted); diploma processing.
• •Veterans: VA certifications, invoicing, and corrections; complex benefits-related resolution.

Preferred:

• •Experience supervising, coaching, or providing functional leadership to staff or colleagues.
• •Excellent customer service skills

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Division of Finance

Pay Range

$67,155.00 - $77,000.00 Annual Rate Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity