Manager, Student Financial Operations
UMGC Asia
Location: Yokota Administrative Headquarters Building, Japan
Overseas Regular Employee, 100% FTE (Full-Time), Grade 005
The Manager, Student Financial Operations reports to the Director of Academic Operations and Student Services. The Manager, Student Financial Operations is responsible for managing the day-to-day operations related to financial aid, veterans benefits (VA), and other areas of specialization within Student Services.
The Manager, Student Financial Operations serves as the primary escalation point for student financial account resolution and oversees billing and collection functions related to tuition, fees, and other institutional charges. The position provides leadership, training, and coaching to staff to ensure the delivery of accurate, timely, and high-quality service to students, faculty, staff, and external partners. The Manager also leverages emerging technologies, including artificial intelligence (AI), to enhance operational efficiency, improve the accuracy and timeliness of information, support informed decision-making, and strengthen service delivery while ensuring compliance with institutional policies and applicable regulations. Occasional evening/weekend hours; travel may be required.
Specific Responsibilities Include:
- Organize and manage daily activities and oversee student account duties from within the Student Services Office
- Serve as the liaison with the admissions office, registrar’s office, financial aid, military partnerships, and other offices, including Stateside and Europe counterparts
- Leverage emerging technologies, including artificial intelligence (AI), to improve operational efficiency, enhance the accuracy and timeliness of student services while ensuring compliance with institutional policies and regulations
- Assist Student Services Coordinators, field staff, and students with student account inquiries and troubleshoot student payment and billing issues
- Facilitate the payment and tracking for all students in non-credit, non-traditional courses
- Monitor and ensure resolution and prompt responses to cases in Salesforce that are escalated to or created by the Student Services Coordinators
- Assist Student Services staff with group posting of application fee waivers
- Assist Stateside Student Accounts staff with overseeing the submittal of delinquent student debts to the State Central Collections Unit (SCCU)
- Ensure continuous compliance with all the federal and institutional regulations
- Cross-train on basic Student Services functions
- Deliver training and job aids related to student accounts for field and HQ staff
- Provide revenue reporting and analysis to Asia Leadership as needed
- Perform other job-related duties as assigned
Required Education & Experience:
- Bachelor's degree from a regionally accredited U.S. institution or foreign degree equivalent
- Minimum of three years of supervisory or management experience in a collaborative team environment
- Minimum of two years of experience administering financial aid and veterans benefits (VA) programs
- Experience with PeopleSoft, Salesforce, VA Enrollment Manager, and Military Tuition Assistance (TA) portals
- Excellent customer service skills and demonstrated commitment to student-centered service
- Strong analytical, administrative, organizational, and written and verbal communication skills
- Proficiency in leveraging technology to improve operational efficiency and service delivery, including the ability to learn and effectively utilize emerging technologies such as artificial intelligence (AI)
Preferred Education & Experience:
- Master's degree from a regionally accredited U.S. institution or foreign degree equivalent
- Experience supervising professional staff in a higher education, military education, or student services environment
- Experience leading operational improvements, process optimization, or change management initiatives
- Experience leveraging artificial intelligence (AI) and other emerging technologies to improve operational efficiency, data accuracy, and service delivery
- Knowledge of federal and state financial aid regulations, VA education benefits, military Tuition Assistance programs, and institutional billing and collections processes
- Experience analyzing data and developing reports or dashboards to support operational planning and decision-making
- Demonstrated ability to collaborate across departments and build effective partnerships with internal and external stakeholders
WHO MAY APPLY: Applicants with individual logistic support (ILS) preferred. Must be U.S. Citizens. Applicants must qualify for ILS. Criteria under which applicants qualify for ILS are: must serve the U.S. Forces exclusively; are not stateless persons; and are not ordinarily a resident in the host nation.
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.
Benefits Package Highlights:
- Generous Time Off: Enjoy between 15 and 22 days of paid vacation, depending on years of service and position. Additionally, 15 days of sick leave, 3 personal days, and 11 paid Federal holidays. For part-time employees, time off rates will be prorated based on the number of hours worked.
- Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
- Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance.
- Flexible Spending Accounts: Available for medical and dependent care expenses.
- Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
- Supplemental Retirement Plans: include 403(b), 457(b), and various Roth options. The university does not provide matching funds.
- Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.
- Moving Allowances: May be available based on terms, conditions, and agreements of the position.
For additional information see: UMGC Benefits Overview for Overseas Regular Employees
Hiring Range:
$50,000.00 - $56,000.00
Additional Compensation:
Employees receive the applicable currency adjustment (CAX) subject to monthly DoD COLA Index for the work location, which is subject to change and fluctuation based on market indices.
