The One Stop Manager is responsible for all operations and directs and develops the AUS Solution Center, a one-stop shop for students and their respective parents to find the resources and support needed to achieve their goals at AUS. The mission of the Center is to serve as a central location for students and their respective families to meet with various offices at the same time and get the answers necessary to decrease the need to visit various offices. The Manager collaborates with partners across AUS to continually improve service delivery.

Job Responsibilities

• Direct and manage cross-functional services in the areas of student accounts, residential life, transportation, admissions, registration, financial aid and other services to prospective students, students, alumni, parents, faculty, staff and the university community.
• Create a mission and vision for the Center and review every three years.
• Work with the managers of the following departments in creating and organizing ongoing training for the One Stop Coordinators to ensure they have accurate information: Student Accounts, Finance, Scholarship & Grants, Student Residential Life, Transportation, IT, Visa services, ID and other services through the Safety & Security office, Enrollment services and Registrar.
• Plan and coordinate programs and services of the Center to ensure delivery of exceptional customer service through various modalities of services to meet student success and retention.
• Ensure the Center serves as a central information source for students and families regarding tuition fees, payment methods and plans, financial aid (general information and deadlines), admission processed (including visa services) and Registrar (general information and advice).
• Work with all areas to coordinate opening operations for the fall and spring semester where there is representation from the areas that can ensure excellent service beginning in orientation until drop and add.
• Create and implement an expert referrals process when the Center cannot manage or resolve an issue or challenge.
• Create communication systems where students can easily book a meeting with a One Stop Coordinator or other digital operation including chat, WhatsApp, email.
• Continually analyze internal processes and recommend and implement procedural or policy changes to improve operations and the services provided to students, parents, faculty, staff and the university community.
• Take a lead role and proactively collaborate with potential partners across campus to find services to add to One Stop that will make it easier for students and other stakeholders.
• Monitor complex issues and ensure timely follow-ups, expert referrals and escalation where appropriate.
• Lead in efforts to digitalize services offered at One Stop and work with vendors to manage operations such as the Kiosk.
• Work with the Office of Strategic Communication and Marketing to create the awareness plan for the Center which will be ongoing during the academic year.
• Establish metrics, service standards and KPIs in order to determine the success of the center and create and prepare management reports.
• Manage and evaluate the One Stop Coordinators based on data and feedback through assessment efforts.

Qualifications, Skills and Experience Required

• Bachelor\'s degree in business administration or related field
• A minimum of two years\' experience in customer service
• Experience of delivering cross-functional services
• Experience of working in a college/university setting
• Ability to collaborate with stakeholders at all levels of an organization and work as part of a wider team.
• Microsoft Office and reporting skills.
• Excellent communication skills
• Ability to multitask, prioritize and problem solve
• High level of attention to details
• Ability to manage projects

Qualifications, Skills and Experience Preferred

• Master\'s degree in business administration or related field
• Experience of managing one or more of the functional areas in the One Stop
• Experience of working in a similar role in a higher education setting
• Experience of creating metrics and KPIs
• Ability to analyze problems and opportunities, identify and evaluate alternatives, and develop sound, effective approaches
• Ability to plan, implement and evaluate the achievement of goals, objectives and work-plans

How to Apply

• Interested applicants should fill out the

. * AUS alumni are encouraged to apply. Applicants who do not meet specified requirements will not be shortlisted. Only shortlisted candidates will be contacted.

• AUS is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability or marital status. Opportunities for employment are based solely upon one\'s qualifications.

American University of Sharjah