We are seeking a dynamic and experienced Manager to lead our Financial Aid team. This role is critical for managing financial aid programs, driving process improvements, and ensuring excellent customer service. The ideal candidate will be strategic, adept at managing change, and skilled in data analytics to enhance operational efficiency.
Key responsibilities:
Strategic Planning and Execution:
- Develop and implement strategic plans to optimize financial aid processes and improve service delivery.
- Identify opportunities for continuous improvement in financial aid programs.
Process Improvement:
- Analyse and enhance current financial aid processes, implementing innovative solutions to improve efficiency.
- Lead efforts to revise SOPs and enhance system functionalities.
Change Management:
- Operationalise policy and procedure changes, ensuring smooth adoption.
- Develop change management strategies, including communication and training plans.
Team Leadership:
- Supervise and train financial aid staff, promoting a customer-centric mindset.
- Handle escalated cases and work towards satisfactory resolutions.
Stakeholder Engagement:
- Manage communications with students, faculty, staff, and partnering agencies.
- Assist stakeholders in interpreting financial aid policies and regulations.
Data-Driven Decision Making:
- Prepare and analyse operational reports, using data to identify trends and inform decisions.
- Utilize data analytics to enhance the effectiveness of financial aid processes.
Operational Oversight:
- Oversee the administration of scholarships and financial aid programs.
- Ensure compliance with data protection and record-keeping requirements.
Requirements:
- Bachelor’s degree in any discipline is preferred
- Minimally 5 to 8 years of experience in administration, finance and customer facing environment with 2 years in a supervisory role.
- Strong understanding of financial aid policies and audit requirements is preferred.
- Excellent interpersonal and communication skills.
- Meticulous with strong organizational skills.
- Proficient in Microsoft Office, particularly Word and Excel.
- Experience in process improvement, automation and change management.
- Analytical skills with the ability to use data to drive decisions.
Jessie Hoe Huey Miin
CEI R1103861
EA: 99C4599
