How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your interest in this position, outline skills and experience that are related to this position.

Summary

The University of Michigan Shared Services Center (SSC) is a customer service organization focused on providing user-friendly and cost effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through standard processes and enabling technology. U-M is seeking to hire an innovative professional to contribute to the operation of the shared services center.

The Assistant Director of Operations directly manages five group managers covering a broad spectrum of transactional services offered by the SSC, including Accounting, Accounts Payable, Human Resources and Service Delivery with a combined oversight of a staff of approximately 250. As the central business function of the SSC, the transactional services of the SSC are critical to the ongoing and future success of the unit.

The Assistant Director of Operations will be responsible for leading and facilitating the Operational strategy of the SSC. In conjunction with their direct reports, the Assistant Director of Operations will be responsible for the timely and accurate delivery of the various transactional services, for ensuring accountability and transparency to our customers for the work of the SSC, for providing an environment that promotes success and engagement among staff, for maintaining a culture of continuous improvement, and for encouraging and supporting a excellence in customer service.

The Assistant Director of Operations is responsible for supporting the governance model of the SSC, implementing appropriate business processes and internal controls, developing collaborative relations with university partners, and promoting a positive and trustworthy reputation for the SSC. The Assistant Director of Operations will also be expected to effectively communicate with and manage the expectations of all stakeholders.

The Assistant Director of Operations reports directly to the SSC Assistant Vice President and is a member of the senior management team whose focus is on strategy, support and growth.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. We offer our employees a total compensation package including a great compensation package, a two-for-one retirement contribution, a variety of health insurance options, and a vacation plan. Also, there are seven paid holidays and four paid season days.

Responsibilities*

• Define and implement the operational strategy of the SSC in alignment with the overall SSC objectives and strategies.
• Represent Operations on the Senior Management team
• Coordinate with the transactional group managers to ensure service delivery across all transactional teams
• Coordinate with the transactional group managers to create and sustain a staff-centered environment that focuses on continuous improvement, staff development, customer service and staff engagement.
• Represent the operational aspects of the SSC to the various stakeholders
• Build a network of peers, colleagues and customers to assist in the support of the SSC mission
• Provide management support for the transactional group managers and their respective direct reports and teams
• Plan and oversee organizational metrics and performance measures and goals; identify and report on scorecard results and trends; analyze performance data and conduct sustained continuous improvement activities to achieve higher service levels
• Focus on building SSC as the "go to" university resource for providing the highest quality administrative services
• Support managers and supervisors to ensure that work teams are appropriately focused on achieving targeted performance levels
• Create and maintain an engaging, collaborative, and performance-focused work environment to help guide career paths of all employees
• Actively participate in the appropriate governing committee with an emphasis on performance and service quality
• Track staffing needs by managing capacity and planning appropriate coverage based on fluctuating service demands

Required Qualifications*

Education:

• Bachelor's Degree in Business Administration or related field

Experience:

• Minimum 5-7 years of progressively responsible experience in shared services, operational management, continuous improvement, quality management, or related field
• Minimum 2-4 years of managerial level experience in business operations or related field
• Broad knowledge of services within Operations provided by the SSC
• Demonstrated ability to enhance effectiveness and efficiency through analytics and incorporation of innovative continuous improvement practices and other initiatives
• Proficient with Microsoft Office Suite and Enterprise Resource Planning (ERP)

Desired Qualifications*

• Leadership experience in a higher education setting
• Previous management experience in a shared services or transactional focused environment
• Familiarity with administrative processes, procedures and systems at the University of Michigan
• Proficient with M-Pathways (PeopleSoft) and reporting tools (e.g., Business Objects)

Work Locations

Please note that you will primarily work remotely. Going forward the position may be up to 95% remote and you should live within a reasonable commuting distance from Ann Arbor.

Additional Information

The University of Michigan, with an operating budget of $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Paid Leave Balance and Employment Verifications. To learn more about U-M SSC, please visit our website: www.SSC.UMICH.edu.

The Shared Services Center wants to employ a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.

Note: Candidates for this position must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.