Duties and Responsibilities Strategic Leadership and Unit Oversight Provide strategic leadership and administrative oversight for the Processing and Operations and Student Services and Outreach units within OSFA. Supervise and evaluate senior-level staff, establish priorities, and ensure achievement of operational and strategic goals. Provide leadership, coaching, and performance management for supervisory staff and support leadership development, succession planning, and organizational effectiveness within assigned units. Develop and implement initiatives that enhance operational effectiveness, service delivery, compliance, and exceptional customer service for students and families. Lead cross-functional efforts to improve business processes, organizational efficiency, and resource utilization. Establish performance metrics and accountability measures to assess unit effectiveness and support continuous improvement. Serve as a member of the OSFA leadership team and help develop office-wide strategic priorities and initiatives. Financial Aid Operations, Compliance, and Program Administration Provide oversight for financial aid processing, operational workflows, systems functionality, and program administration activities. Ensure compliance with federal, state, institutional, and program-specific regulations governing financial aid administration. Ensure consistent administration of financial aid programs and operational practices across units through the effective interpretation and application of federal, state, and institutional regulations. Lead implementation of new regulatory requirements, policy changes, and operational procedures impacting financial aid programs and services. Monitor compliance risks and operational performance indicators and develop corrective actions when necessary. Provide leadership in identifying operational and compliance risks and developing strategies to mitigate risk and improve business processes. Collaborate with campus and university partners to ensure consistent interpretation and application of financial aid policies and regulations. Advise the Executive Director regarding regulatory changes, compliance considerations, operational challenges, and program administration issues. Student Services, Outreach, and Organizational Development Provide leadership for student service delivery, outreach initiatives, communication strategies, and student engagement efforts. Provide strategic oversight of office-wide training and professional development initiatives to ensure staff preparedness, consistent policy application, and organizational readiness for regulatory and operational changes. Ensure effective administration of specialized service areas, including veteran education benefits and resolution of complex student issues. Foster a student-centered service culture focused on accessibility, responsiveness, quality, and continuous improvement. Represent OSFA on campus committees, workgroups, and initiatives that support student success and service excellence. Promote collaboration between operational and student service units to ensure consistent communication, problem resolution, and service delivery across the office. Policy, Procedure, and Organizational Governance Serve as the owner of the OSFA Policy and Procedure Manual, providing strategic oversight for the development, maintenance, communication, and implementation of office policies and procedures. Ensure policy documentation accurately reflects current federal, state, and institutional requirements and supports consistent administration of financial aid programs and services across all operational areas. Establish and oversee processes for the regular review, revision, approval, and communication of policies and procedures. Coordinate the implementation of policy and procedural changes resulting from regulatory updates, operational needs, and strategic initiatives. Promote consistent interpretation and application of policies and procedures through collaboration with OSFA leadership and incorporate into training and professional development activities. Ensure coordination between policy development, staff training, operational implementation, and compliance monitoring to promote consistent practices throughout the office. Office Leadership and Organizational Management Serve as a key member of the OSFA management team and participate in office-wide planning, policy development, and decision-making. Serve as a strategic advisor to the Executive Director on operational effectiveness, organizational priorities, regulatory changes, and long-term planning initiatives. Represent OSFA with university stakeholders, external agencies, and professional organizations. Assume additional leadership responsibilities and strategic projects as assigned to support the mission and goals of OSFA.