University Overview
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
Assistant Director - Service Hub
Job Profile Title
Manager C, Student Services
Job Description Summary
The Office of the Executive Vice President provides strategic leadership and oversight for the University's business, financial, operational, and administrative functions through nine divisions: Audit, Compliance and Privacy; Budget Planning and Analysis; Business Services; Facilities and Real Estate Services; Finance; Human Resources; Information Systems and Computing; Investments; and Public Safety. Student Registration and Financial Services (SRFS) is a critical department within the Finance organization and practices a service-forward approach to adapt to the increasing needs to the students and campus partners.
The Assistant Director is responsible for a functional team of Registrar Coordinators embedded within the Service Hub of the SRFS organization. The team provides concierge-level partner support and in-house escalation capability for complex Registrar issues that require elevated access, authority, and functional expertise beyond the Service Hub Counselor scope. The Assistant Director is accountable for team readiness, consult coverage, specialist task execution, training of Service Hub Counselors, and quality reinforcement. This role balances two core imperatives: (1) rapid, accurate resolution for escalated issues and partner requests; and (2) systematic skill-building of Service Hub Counselors to reduce avoidable escalations and improve cross-functional knowledge over time.
The Assistant Director operates at the assigned functional team level and is accountable for daily execution, staff supervision, queue management, training delivery, and resolution of functional escalations within delegated authority. They will escalate issues that cross functional boundaries, exceed delegated authority, create significant compliance or service risk, or require broader resource reallocation to the Associate Director.
This position will focus on Registrar-related processes and team responsibilities. Although this role has a primary functional focus, the Assistant Director is expected to support the broader Service Hub model through cross-training, collaboration, and continued development of knowledge beyond their assigned functional area.
Job Description
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…