New

Team Lead

Rutgers University

United States, New Jersey, Newark

Apr 23, 2025

Position Details

Position Information

Recruitment/Posting Title	Team Lead
Job Category	Staff & Executive - Student Affairs and Services
Department	Enrollment Mgmt&Grad Stds-Nwk
Overview	The One Stop Student Services Center (One Stop) at Rutgers University-Newark represents an integrated and coordinated cross-functional service in the areas of financial aid, student accounts, and registration. Acting as a "single point of service" across these areas to promote a progressive, simplified, and consistent student experience and a culture that supports student satisfaction and success.
Posting Summary	Rutgers University-Newark, an urban public research university and anchor institution, located in Newark, New Jersey, a city of promise, is seeking a Team Lead. The One Stop Student Services Center (One Stop) at Rutgers University-Newark represents an integrated and coordinated cross-functional service in the areas of financial aid, student accounts and registration. The central principle of the center is to create a "single point of service" to improve student service processes, and allow for efficient, seamless and integrated levels of service. The Team Lead of the One Stop Student Services Center (One Stop) at Rutgers University-Newark will report to the Associate Director of the One Stop. The Team Lead will provide leadership in the integrated cross-functional service areas of financial aid, registration, and student accounting. Central to this role is promoting a progressive and simplified student experience, and a culture that supports customer service, student satisfaction, retention, and student success. The Team Lead will work with One Stop leadership to foster a customer-focused and service-oriented environment. The Team Lead will be knowledgeable about all student benefits and functions across the Offices of Financial Aid, Registrar, and Student Accounting, Billing and Cashiering. This position is responsible for and not limited to the following: Hiring, coaching, supervising, training, and evaluating a staff of Senior Program Coordinators (Sr. Program Coordinators), promoting a high level of customer service, and supporting operations and workflow management of the One Stop. Employs a comprehensive performance management system with staff, including performance planning, multiple sources of feedback, and performance reviews. Develops and sustains cooperative working relationships; encourages and facilitates cooperation within the One Stop and with customer groups; fosters commitment, team spirit, pride, and trust. Monitors performance and provides feedback on a regular basis; provides mechanisms for communication among staff; collaborates with other Team Leads and One Stop leadership to analyze workload and adjust staffing configuration as needed to ensure that appropriate job priorities and goals are set. Identifies ongoing training needs or other mechanisms to ensure high-quality interactions in the One Stop, will advocate for staff professional development and connect Student Services Advisor to those opportunities, and resolve personnel and disciplinary issues as needed. Maintains advanced understanding of the functionality that exists in the student information system (including but not limited FAMS, OSFP, Salesforce CRM, ImageNow/Perceptive Content, HESAA, COD, NSLDS, SRDB); serves as a liaison with key individuals in the functional offices to execute advanced actions and support problem resolution on behalf of the students to meet One Stop service expectations. Maintains familiarity with the operational calendars and various deadlines of enrollment services areas to proactively identify peak service times, student questions, and approaches to address peak volume and problem resolution. In addition to management functions, the Team Lead will be immersed in the day-to-day operations of the One Stop and support the 'front line' by working directly with students in navigating the various pathways after enrollment at Rutgers University-Newark: their class registration, their grades, their degrees, their money, and other information related to their academic records. Counsels, advises, investigates, problem-solves, and resolves questions and issues from students, parents, staff, collegiate units, and other third parties. Acts as a facilitator to resolve student services issues; be knowledgeable about all student benefits and functions across the Offices of Financial Aid, Registrar, and Student Accounting, Billing and Cashiering. Identifies and anticipates student enrollment issues, resolves or establishes a viable and timely plan for resolution, and follows up on agreed-upon plans. The Team Lead will be prepared to address student enrollment needs and develop specialized knowledge through their experience and extensive and regular professional development.
Position Status	Full Time
Hours Per Week
Daily Work Shift	Day
Work Arrangement	Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement. The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through August 31, 2024. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at https://futureofwork.rutgers.edu.
FLSA	Exempt
Grade	06
Position Salary
Annual Minimum Salary	79387.00
Annual Mid Range Salary	100485.00
Annual Maximum Salary	121582.00
Standard Hours	37.50
Union Description	Admin Assembly (MPSC)
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Requires a bachelor's degree Three to five years of progressively responsible professional experience in a customer service-oriented unit providing student services within an academic institution.
Certifications/Licenses
Required Knowledge, Skills, and Abilities	Knowledge of Enrollment Management, financial aid, registration, and/or student billing. Demonstrated ability to work well under pressure and build positive relationships with colleagues across campus. Excellent interpersonal, written, and verbal communication, critical thinking, and administrative skills Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities Ability to operate strategically and develop short- and long-term goals and methods by which to achieve them Experience in Microsoft Office Suite, student information systems, and case management Must be able to attend functions off campus and work regularly scheduled evenings/weekends as required
Preferred Qualifications	Master's degree in higher education administration or related field. Supervisory/management and/or leadership experience Experience working at the Rutgers, The State University of NJ or a similar multi-campus university Working knowledge of student information systems (including but not limited FAMS, OSFP, Salesforce CRM, ImageNow/PerceptiveContent, HESAA, COD, NSLDS, SRDB, IMS) Experience in a one stop service model, financial aid, registrar and/or student accounting preferred
Equipment Utilized	The Team Lead, in collaboration with the One Stop leadership and OIT, will develop unified forms and electronic systems to enhance the virtual and physical student services. In collaboration with other campus one stop partners, the Team Lead will assist with developing the brand identity of the one stop student services center, this includes publications, online student forum listserv, staff listserv, social media campaigns, and website to enhance communications with students and staff. Must display knowledge of processing and technological applications related to student enrollment services that enhance successful program development and administration. Working knowledge of the following student systems: PeopleSoft, Salesforce, Federal & State Applications, Educational Tools etc.
Physical Demands and Work Environment
Special Conditions

Posting Details

Posting Number	25ST0867
Posting Open Date	04/22/2025
Special Instructions to Applicants
Regional Campus	Rutgers University-Newark
Home Location Campus	Rutgers University-Newark
City	Newark
State	NJ
Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement