Mgr PantherExpress CS and Financial Record Srv Position Available In Allegheny, Pennsylvania

Mgr PantherExpress CS and Financial Record Srv (25002966)
Mgr PantherExpress CS and Financial Record Srv
Financial Record Services PennsylvaniaPittsburgh (25002966)
Resources should be budgeted and managed to minimize cost while still providing high levels of service.
Monthly budget vs. actual analyses must be thorough and accurate; large variations from budget must be explained, and corrective action taken if necessary. Detailed Standard Operating Procedures should be documented and regularly maintained (minimal annual review) for reference by staff and others.
Staff should be regularly (minimal 1x/year) evaluated against critical performance standards and progress on goals. All critical deadlines must be met. Oversight processes must be in place to ensure high levels of accuracy, timeliness, and University policy adherence.
Management should be alerted of processing or significant customer service problems in a timely manner. Critical performance measure trends should be tracked and regularly reported to management. Survey results and trends regularly reported to management team. Handle all escalated customer inquiries with a high level of professionalism and tact.
Development and/or review of financial record retention schedules for all departments in the Office of the Chief Financial Officer. Review and authorize destruction lists of documents owned and stored by the Financial Records Services Department.
Job Summary
Oversees and maintains exemplary customer service and acts to resolve complex inquiries. Manages financial records and budget. Incorporates customer feedback to improve departmental performance.
Essential Functions Must have substantial knowledge of how to manage a small customer service operation and personally handle VIPs and challenging customers.
Daily management and supervision of staff including processing oversight and workload balancing and assignments
Be escalation point for customer service issues that cannot be addressed by customer service representatives.
Gather regular customer feedback via surveys, focus groups, or other mechanisms.
Responsible for an operating budget of approximately $250,000
Physical Effort Minimal, work is primarily at a computer and at home.
The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.
The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.
Assignment Category Fulltime regular
Job Classification Staff.

Assistant Director Customer Service & Financial Records
Job Family Administrative Support
Job SubFamily Customer Service
Campus Pittsburgh
Minimum Education Level Required Bachelor’s Degree
Minimum Years of Experience Required 5
Will this position accept substitution in lieu of education or experience? Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.
Additional details about Required Licensure/Certification Customer Service certifications are preferred.
Work Schedule MF, flexible work hours, 6:30 am 5:00 pm, 7.5 hr day, 1 hr lunch (see more detail below regarding mandatory on campus meetings)

Work Arrangement Hybrid:

Combination of OnCampus and Remote work as determined by the department.
Hiring Range TBD Based Upon Qualifications
Relocation Offered No
Visa Sponsorship Provided No
Background Check For position finalists, employment with the University will require successful completion of a background check
Child Protection Clearances Not Applicable
Required Documents Resume
Optional Documents Not Applicable