Student Account Manager

Student Accounts ManagerThe Student Accounts Manager provides strategic and operational leadership for the Office of the Bursar's student account operations, customer engagement, and service delivery. This position oversees a team responsible for delivering exceptional service while ensuring fiscal stewardship, operational efficiency, regulatory compliance, and institutional accountability. The Manager develops and implements service strategies that enhance the student experience through technology, automation, data analytics, and continuous process improvement while partnering across the University to strengthen financial operations, improve service delivery, and support student success.This is a full-time, fully in-person position based on Howard University's campus. Regular on-site presence is essential to lead daily operations, supervise staff, provide direct support to students and families, and collaborate with faculty, staff, and campus partners. Work is performed primarily in a professional office environment with frequent interaction with students, families, faculty, staff, and external stakeholders. Periodic evening and weekend work may be required to support peak enrollment, billing, registration, and other critical operational periods.Essential Duties and Responsibilities• Lead, supervise, coach, and develop a team of Student Account Analysts and customer service staff by establishing performance expectations, fostering professional growth, and promoting a culture of accountability, collaboration, and continuous improvement.• Oversee the delivery of exceptional student account services across in-person, virtual, email, and self-service channels, ensuring a student-centered experience and the timely resolution of complex account inquiries and escalations.• Manage daily operations, including staffing, workload distribution, queue management, resource allocation, and operational procedures to ensure efficient, consistent, and compliant service delivery.• Analyze service, operational, and financial data to monitor performance, identify trends, develop key performance indicators, and implement data-informed improvements that enhance customer service and operational effectiveness.• Safeguard institutional revenue by ensuring accurate student account administration, compliance with university policies and financial regulations, and adherence to sound fiscal stewardship practices.• Support the development and maintenance of student-facing communications, including website content, FAQs, instructional materials, email campaigns, and multimedia resources that improve financial literacy and reduce service inquiries.• Champion continuous process improvement by leveraging technology, automation, Workday Student, reporting tools, and self-service solutions to modernize operations and improve the student experience.• Build and maintain collaborative partnerships with Financial Aid, the Registrar, Admissions, Housing, Treasury, Information Technology, Enrollment Management, and other university stakeholders to support integrated student services.• Lead and participate in departmental and cross-functional initiatives related to strategic planning, enrollment readiness, operational excellence, organizational change, and service innovation.• Perform other duties and special projects as assigned in support of the mission, goals, and strategic priorities of the Office of the Bursar.Minimum QualificationsEducationBachelor's degree in Business Administration, Finance, Accounting, Higher Education Administration, Public Administration, or a related field.Experience• Five (5) years of progressively responsible experience in student financial services, bursar operations, finance, accounts receivable, customer service management, or a related field.• Minimum of three (3) years of supervisory or leadership experience.Preferred Qualifications• Master's degree in Business Administration, Higher Education Administration, Finance, or a related discipline.• Experience with Workday Student or comparable enterprise student information systems.• Experience leading operational improvement, technology implementation, or organizational change initiatives.• Knowledge of higher education financial operations, student accounts, receivables, and regulatory compliance.Compliance Salary Range DisclosureCompensation Range: $75,000 - $85,000