Team Lead, Advising

Position Summary

The Team Lead, Advising serves as a first level leadership support role and point of contact for the Academic and Finance Advisors or Academic and Finance Counselors. Provides day to day leadership support to include mentoring, coaching, and training to team members. Maintains a positive team environment, leading the team when the Associate Director is not present, providing reporting and contact strategy focus for team members, driving to results, and coaching to outcomes for the team. In addition, is the first point of contact for students and organizational escalations.

Essential Functions:

• Communicate goals and deadlines to team members and ensure completion.
• Coach team members for prioritization skills on workload and tasks for successful completion.
• Analyze team member performance and provide outcome-based feedback for improvement through coaching.
• Analyze student feedback surveys and create individualized skill development plans to improve.
• Manage projects and deadlines set by the Associate Director to ensure timely progression and completion.
• Provide team member training support.
• Identify current team and individual challenges to provide early intervention for team member improvement. 
• Maintain team member coaching log and provide feedback to Associate Director for annual evaluations and regular 1:1s.
• Provide escalation support and first level conflict resolution.
• Collect, maintain, and report team member metric data.
• Lead department meetings.
• Hold 1:1s with team members and provide skills coaching.
• Team oversight and coverage support in the absence of the Associate Director.
• Remediation committee team member for performance management.
• Maintain the highest level of integrity and professionalism.
• Monitor at risk student populations and adjust outreach strategy as needed to increase efficacy of team member outreach for student success.
• Coach and provide feedback for team members on packaging returns, advising, and process errors.
• Support front line team members through student program change process.
• Perform administration duties including, but not limited to, program changes, packaging return oversight, and interdepartmental advisor feedback opportunities.
• Oversee team member engagement in phone queue and address as necessary when expectations are not being met.
• Ensure appropriate student outreach and contact strategies are maintained to lower student and University outstanding balances.
• Regularly review team member calls and provide coaching/feedback as appropriate.
• Provide support and coverage for team as needed.
• Participate in ongoing department projects, or other special projects, as needed. 
• Reasonable and consistent attendance to fulfill requirements of the position. 
• Other duties as assigned. 

Supervisory Responsibilities:  

• Indirect oversight of up to 10 front line team members. 
• Coaching, performance support and feedback, outcome delivery, process management, and team member training required. 

Requirements:

Education & Experience:

• Bachelor's degree preferred. 
• Minimum of four (4) years of experience in academic advising, student services, student-facing support, education, higher education, customer service, or training and development required. 
• Experience in higher education preferred. 
• Experience working in a technology-driven enterprise preferred. 
• All skills, abilities and education will be considered for minimum qualifications. 

Competencies/Technical/Functional Skills:

• Ability to effectively and efficiently communicate organizational goals and deadlines to team members.
• Ability to create a positive and productive work environment.
• Ability to provide support in the hiring and training process of new team members.
• Ability to coach to skill improvement and outcome development.
• Strong understanding of all degree programs, specializations, and courses.
• Ability to stay current via self-study on university policies, including policy updates.
• Knowledge of operating systems utilized by team members, including, but not limited to, Internet Explorer and MS Office products (Microsoft Excel, Word, PowerPoint, and SharePoint).
• Remain solution-focused and professional in all interactions with students and team members, keeping in mind all organizational policies.
• Demonstrated strong verbal and written communication skills.
• High-level thinking and problem-solving skills.
• Demonstrated time management skills and ability to multi-task and prioritize.
• Ability to facilitate online communication using email and/or other technology-based communication media, including but not limited to: web chat, internal message system(s), Skype, Spark, MS Outlook email.
• Ability to work well in teams, while contributing to positive and productive team atmosphere, working conditions, etc.
• Ability to advocate for students without compromising integrity of the University.
• Strong understanding of organizational mission, vision, values, goals, and strategies that are carried out in the daily tasks and interactions with others.
• Strong ability to provide friendly student service on all calls and written correspondence regardless of message content.
• Effective interpersonal, communication and organizational skills.
• Proficient with Microsoft Word and other applications in Microsoft Office Suite.

Location: Remote

Travel: No Travel Required

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.