Assistant Director - Service Hub

There are two available Assistant Director positions within the Service Hub. One position will focus on Registrar-related processes and team responsibilities, while the other will focus on Student Financial Aid-related processes and team responsibilities. Although each role has a primary functional focus, both Assistant Directors are expected to support the broader Service Hub model through cross-training, collaboration, and continued development of knowledge beyond their assigned functional area.

Job Responsibilities

Team Management:

• Provide day-to-day operational oversight for an assigned functional Service Hub team, including workload coordination, team readiness, consult coverage, and specialized task execution.
• Lead, manage, coach, and mentor assigned team members, including providing daily work direction, onboarding input, performance feedback, and formal performance reviews.
• Execute or oversee defined functional tasks requiring elevated authorization and/or system access that Service Hub Counselors are not permitted to perform.
• Coordinate team coverage to support same-day consult aspirations during business hours.

Escalation Point and Penn Partner Support:

• Serve as a primary escalation contact and liaison for schools, centers, community partners, and functional home offices within the assigned team’s scope.
• Ensure timely processing and resolution of partner-submitted tickets, feeders, and other assigned requests.

Compliance:

• Partner with the Compliance office for review support, trend identification, and controls reinforcement.
• Conduct spot reviews of team work for documentation, case handling, service quality, and compliance adherence.
• Maintain awareness of Title IV, FERPA, VA requirements, cash handling, records retention, and other relevant regulatory obligations applicable to assigned work.

Cross-Training Support:

• Provide consultative support and approvals for Service Hub Counselors while enabling them to retain case ownership when appropriate.
• Review, triage, prioritize, and resolve time-sensitive, high-risk, or high-impact escalations and partner requests.
• Train Service Hub Counselors in functional expertise through real-time coaching, targeted refreshers, job aids, consult coverage, and other training supports.

Functional Expertise:

• Attend partner meetings as needed and provide information regarding requirements, timelines, outstanding items, and resolution status.
• Attend functional home office trainings and communicate relevant updates to Service Hub staff.

Analysis and Workload Balance:

• Identify common escalation drivers and convert them into training content, job aids, documentation updates, or decision-support tools.
• Reinforce intake standards for required fields, documentation quality, case notes, and tracking practices.
• Manage workflow across shared functional queues, including monitoring case aging, complexity, risk indicators, and workload distribution.

Other duties and responsibilities as assigned

Qualifications

Required:

• Bachelor of Science, Bachelor of Arts, and 3 to 5 years of experience or equivalent combination of education and experience is required.
• Experience in financial aid or registrar function in a higher education environment.
• Demonstrated ability to understand, apply, and remain compliant with current applicable federal, Title IV, state, and institutional requirements, including FERPA, to ensure work is completed accurately, ethically, and in compliance with established policies, procedures, and regulatory standards.
• Experience managing time-sensitive, high-risk, or high-impact issues with strong judgment and documentation skills.
• Strong organizational, analytical, interpersonal, and oral and written communication skills, with exceptional attention to detail.
• Functional expertise in at least one of the following areas:
  • Financial Aid: award adjustments and exceptions; institutional methodology; professional judgment support; complex eligibility corrections; appeal determinations.
  • Registrar/Records: Penn partner ticket submissions; registration overrides; complex records updates; policy-bound exceptions (where permitted).
  • Bursar: Outside scholarships process; third-party billing research; account adjustments within authority; complex reconciliation.
  • Veterans: VA certifications, invoicing, and corrections; complex benefits-related resolution.

Preferred:

• Experience supervising, coaching, or providing functional leadership to staff or colleagues.
• Excellent customer service skills

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Division of Finance

Pay Range

$67,155.00 - $77,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state, or local law.

Special Requirements

Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

Health, Life, and Flexible Spending Accounts:

Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

Tuition:

Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

Retirement:

Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

Time Away from Work:

Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

Long-Term Care Insurance:

In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community, or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

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