Nelnet

  • Team Leader - Higher Ed -NBS

    Job Locations US-NE-Omaha
    Posted Date 2 weeks ago(11/28/2018 9:06 AM)
    Job ID
    2018-7401
    # of Openings
    1
    Category
    Other
  • Overview

    The Team Leader of Higher Ed is responsible for leading a team responsible for evaluating and making certain the needs of Higher Ed institutions are being met.  As a leader, this position is responsible for the development, daily management and evaluation of the team.  In addition, this position will collaborate with other management staff across Higher Ed teams/departments to coordinate the effective and timely delivery of services to client institutions. The Team Leader will assist in developing best business practices that complement the high level of service to our partner institutions and also focus on retention of our institutions. 

    Responsibilities

    1. Lead, coach, develop and supervise a team of Higher Ed Account Managers.
    2. Performance management and goal setting for team members and corrective/disciplinary actions as applicable.
    3. Review processes and establish quality assurance procedures to ensure client configurations are accurate.
    4. Establish training opportunities to help Associates in their continued development of their understanding of NBS platforms.
    5. Track and monitor the information that is placed in Salesforce to help ensure accuracy of information.
    6. Track, Evaluate and Prioritize client Projects submitted by the CRM team. This will require reviewing these projects with other management team members to evaluate required resources.
    7. Assist the Director of Client Experience in the review of budget and expenses.
    8. Coordinate and lead the effort around general communications to clients that are informative and useful related to their usage of NBS Platforms.
    9. Coordinate the assignment of new clients to Account Managers.
    10. Collaborate with the Implementation Team Lead to build a cohesive relationship between Account Managers and Implementation Managers.
    11. Establish client metrics that can be shared with Account Managers and CRM’s in their engagement with clients about the client’s usage of the system.
    12. Help with continuous process improvement and initiatives that will advance the organization as a whole.
    13. Conduct quarterly 4x4 reviews, assist and monitor team members in goal setting, and perform disciplinary action when necessary.

    Qualifications

    EDUCATION:

    Bachelor’s degree in business related field or equivalent experience.

     

    EXPERIENCE:

    1. 3-5 years customer service experience.
    2. 3 years of experience with technical based products.
    3. 1-2 years supervisory or management experience preferred.
    4. Experience managing multiple tasks concurrently and moving all to closure within a reasonable period of time.

     

    COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

    1. Ability to work independently as well as within a team.
    2. Leadership skills to effectively manage a team of professionals.
    3. Strong interpersonal and communication skills (verbal and written) to work effectively with customers, team members, and business contacts in a professional manner.
    4. Excellent prioritization, organization and time management skills
    5. Ability to multi-task and complete projects under high-pressure deadlines.
    6. Strong analytic and problem solving skills.
    7. Proficiency in computer technology including the use of data management/CRM systems, Microsoft applications (Outlook, PowerPoint, Word, Excel), and the internet.
    8. Product specific knowledge in payment plans and the Higher Ed product suite.
    9. Strong work ethic, values, and integrity.
    10. Flexibility to adapt to changing situations and needs.

    EEO Statement

    Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.
    Nelnet is a Drug Free and Tobacco Free Workplace.

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