Director, Support Operations

About Adtalem Global Education

Adtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health, well-being and beyond. Through equitable access to education, environments that nurture student success, and a focus on expanding and diversifying the talent pipeline in healthcare, Adtalem is building a brighter future for communities and the world.

Adtalem is the parent organization of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Visit Adtalem.com for more information, and follow on Twitter and LinkedIn.

The Director, Support Operations lives within the organization’s Institutional Support Services function, playing a pivotal role with the Financial Account Management group. The Director will be responsible for overseeing the strategic and operational direction of student financial account resolution, debt collection operations across multiple educational institutions, overseeing the recovery of outstanding financial aid obligations, tuition balances, and other institutional receivables.

This individual leads a team of functional leaders and advisors dedicated to assisting students in resolving outstanding balances, while ensuring compliance with institutional policies and regulatory requirements.

Responsibilities

• Lead the full strategic and operational collection strategies of tuition, fees and other receivables across multiple institutional portfolios.
• Lead and manage a diverse team of collection managers, representatives, and support staff servicing across multiple institutions.
• Responsible for implementation and expansion of pilot projects designed to support Academic partners while meeting service provider expectations. Duties include pilot design, training, tracking, metrics measurement, designing/building reporting, etc.
• Develop and implement AR policies and procedures that align with institutional goals and regulatory requirements.

• Lead and develop the AR team and collaborate with other departments to improve financial processes and systems.

• Provide a holistic leadership of overall processes focusing on improving efficiency, student service, and optimizing processes.
• When resource conflicts arise, prioritizes and escalates with recommendations to Institutional Support Services senior leadership and/or academic partner leadership.

• Analyze collection data and trends to identify opportunities for process improvement. Propose solutions to improve operations and execute successful strategies to improve operations.

• Collaborate with functional leaders and academic partners on collections strategies, workforce management solutions, and other areas that drive organizational institutional success.

• Collaborate with senior leadership and key stakeholders to support financial planning, forecasting and reporting. Collaborates with Institutional Support Services leadership to determine resource allocation, commitment, etc.

• Serve as an executive liaison, representing Financial Account Management with academic partners by serving on various committees, task forces, project teams, etc. and maintaining a proactive, transparent relationship on service level agreements and continued improvement in service delivery.

• Ensure compliance with federal and state regulations and implement internal controls to mitigate financial risk.

• Ensure the function is providing seamless, student-centric processes to deliver exceptional service to students and client-service relationship to deliver exceptional business performance results.

• Completes other duties as assigned.

• Complies with all policies and standards

• Bachelor's Degree Required and master's degree Preferred.
• 10 Proven senior-level leadership experience with a minimum of years managing large, diverse operational teams Required.
• 8 Proven higher education or comparable experience on managing highly regulated functional areas for over years Required.
• Extensive experience with Student Finance, Title IV, and other higher education regulations. Experience with educational institution collections or student financial services strongly preferred.

• Broad operational business knowledge and deep understanding of federal, state, regulatory, and institutional policies.

• Demonstrated success in multi-location or multi-entity operations management.

• Strong analytical skills with ability to interpret financial data and collection metrics.

• Excellent leadership and team development capabilities. Exhibits a strong executive leadership presence.

• Excellent communication skills.

• Proficiency with collection management systems, CRM platforms, and financial reporting tools.

• Project management experience with ability to implement system-wide initiatives.

• Understand process improvement and the relationship between optimization, metrics, analytics and reporting.

• Displays strong strategic-planning skills complimented with exceptional business acumen.

• Can handle responsibility without authority – i.e. able to facilitate execution across multiple departments and institutions within Adtalem Global Education.

• Demonstrates a high-level of character, ethics and integrity at all times.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $100,171.61 and $175,761.85. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation