Manager, University Business Services

Manager, University Business Services

University Business Services (UBS)

Georgia State University

University Business Services (UBS) is a centralized department within the Division of Finance and Administration dedicated to delivering efficient, customer-focused administrative and financial services to the university community. UBS provides centralized support to students, faculty, staff, departments, and campus partners. UBS integrates key customer-facing services, including cashiering, parking and transportation support, PantherCard and PantherCash services, onboarding assistance, and payroll support. Services are delivered across Georgia State University's six campuses and through virtual service channels, including the ServiceNow customer service portal.
Through a collaborative, team-based approach and structured career ladder, UBS promotes operational excellence, cross-functional expertise, accountability, and professional growth while ensuring the university community receives accurate, timely, and consistent service.

WHAT MAKES GSU A GREAT PLACE?

• Generous benefits, including health, dental, vision, tuition assistance, retirement, etc.
• A knowledge-sharing organization that works collaboratively with diverse partners.
• Professional development opportunity and mentorship.
• A rapidly growing center within an academic setting.

WHAT WILL YOU DO:

We are seeking qualified candidates for the position of Business Services Manager.
The three Business Services Managers collectively share responsibility for UBS operations across Georgia State University's six campuses and virtual service channels. Each manager has a primary operational focus-Atlanta campus operations, operations across the other five campuses, or virtual service management-while remaining jointly responsible for department-wide service delivery.

The managers work collaboratively to balance staffing, customer volume, ServiceNow workload, transaction processing, and operational priorities. They provide cross-functional support across campuses, service areas, and delivery channels based on departmental needs.

Primary Focus of This Vacancy - Virtual Service Management

While all three Business Services Managers share responsibility for overall UBS operations, this position will have primary responsibility for virtual and back-office service delivery. This includes oversight of the ServiceNow portal and help-ticket queues, workload assignment and distribution, case aging and service levels, escalations, transaction follow-up, knowledge resources, virtual customer service quality, and coordination of back-office workflows.
This manager will collaborate closely with the managers whose primary focus is Atlanta and the other five campuses to balance virtual and in-person workloads, coordinate staffing resources, and maintain consistent service delivery based on operational demand.

The Business Services Manager is also responsible for staff supervision and development, daily workflow management, financial controls, policy compliance, service quality, customer escalations, operational reporting, and continuous process improvement. Working under the direction of the Director of University Business Services, this position helps ensure customers receive accurate, efficient, and consistent service regardless of the campus or service channel through which assistance is requested.

DUTIES AND RESPONSIBILITIES INCLUDE:

Operational Management & Primary Area Oversight - 30%
Serve as one of three Business Services Managers who collectively share responsibility for UBS operations across Georgia State University's six campuses and virtual service channels. Provide primary operational leadership for the position's assigned area of focus, with this position primarily responsible for virtual and back-office service delivery. Monitor workflows, staffing, customer demand, service quality, transaction activity, and operational performance. Collaborate with the other Business Services Managers to coordinate resources and maintain consistent service delivery across the department.

Personnel Supervision & Workforce Coordination - 25%
Directly supervise assigned Business Services Specialists and provide day-to-day leadership, scheduling, coaching, training, performance evaluations, and corrective action, as appropriate. Coordinate staffing coverage, cross-training, workload distribution, and employee assignments with the other Business Services Managers. Promote accountability, teamwork, professional development, and a customer-focused work environment.

Financial & Operational Oversight - 15%
Review, approve, and monitor assigned financial and operational processes, including cashiering, departmental deposits, petty cash, imprest funds, reconciliations, PantherCard/PantherCash, parking and transportation transactions, and other UBS activities. Ensure compliance with university cash-handling requirements, internal controls, audit requirements, and financial procedures. Research discrepancies and coordinate corrective actions.

Shared Campus, Back-Office & Virtual Service Management - 10%
Collaborate with the other Business Services Managers to support operations outside the position's primary area of focus, including campus coverage, ServiceNow help tickets, virtual customer inquiries, transaction follow-up, escalations, and other back-office workloads. Assist with balancing and redistributing work and staffing resources across campuses and service channels based on customer demand, service volumes, staffing levels, and departmental priorities.

Process Development & Service Improvement - 10%
Identify and implement opportunities to improve workflows, standardize processes across campuses and service channels, strengthen internal controls, and enhance the customer experience. Develop and maintain standard operating procedures, training materials, knowledge resources, and operational standards. Participate in technology, workflow, and service improvement initiatives supporting the UBS shared-services model.

Customer Service, Escalations & Campus Partnerships - 5%
Serve as a managerial escalation point for complex or sensitive customer inquiries and service concerns. Research and resolve service issues, exceptions, and matters requiring managerial review. Coordinate with appropriate university departments and subject-matter experts when specialized assistance is required and support consistent customer service standards across UBS locations and service channels.

Reporting, Analytics & Other Duties - 5%
Review and analyze ServiceNow activity, customer volume, transaction data, customer feedback, and other operational performance measures to identify trends and support staffing, workload, and service-delivery decisions. Provide reports and recommendations to the Director and perform other related duties and special assignments in support of departmental and university goals.

Please Note: This position will be assigned to one of Georgia State University's six campuses-Alpharetta, Atlanta, Clarkston, Decatur, Dunwoody, or Newton-based on the selected candidate's location and departmental operational needs. As part of the UBS management team, the position may provide support across multiple campuses and service channels as operational needs require.

Preferred Requirements:

* Demonstrated ability to supervise employees and manage day-to-day operational activities.
* Ability to apply established policies, procedures, internal controls, and guidelines when making operational decisions.
* Effective written and verbal communication skills.
* Ability to manage multiple priorities in a high-volume, customer-focused environment.
* Demonstrated organizational, problem-solving, and decision-making skills.
* Supervisory or management experience leading employees in a high-volume customer service, financial services, administrative services, or shared-services environment.
* Experience in higher education, government/public sector, banking or financial services, healthcare, shared services, or another complex service-oriented organization.
* Experience managing virtual customer service, back-office operations, case management, ticketing, workflow, or customer request systems.
* Experience coordinating staffing and workloads across multiple locations, service areas, or customer service channels.
* Demonstrated ability to work effectively within a shared management structure, collaborate with peer managers, and redistribute staff or resources in response to operational needs.
* Experience managing staff scheduling, training, coaching, performance management, and cross-training.
* Experience with financial controls, cashiering, payment processing, deposits, reconciliations, accounts receivable, or similar financial operations.
* Demonstrated experience resolving complex or escalated customer service matters while appropriately applying policies and procedures.
* Experience developing or implementing procedures, workflow improvements, knowledge resources, training materials, or customer service improvements.
* Experience using operational data such as case volumes, queue activity, case aging, transaction volumes, service metrics, or customer feedback to make staffing and workload decisions.
* Familiarity with enterprise, financial, customer service/case management, ID cards, parking, or similar operational systems. Experience with ServiceNow or a comparable case management platform is preferred. Experience with systems such as Banner, PeopleSoft, Workday, Transact, TouchNet, or AIMS is a plus.
* Working knowledge of Microsoft Office applications or similar productivity tools.
* Strong attention to detail with a demonstrated commitment to accuracy, accountability, internal controls, compliance, and customer service.

Minimum Hiring Qualifications:

Bachelor's degree and two years of supervisory experience; or a combination of education and related experience.

To be fully considered for this position all candidates at the time of submission must provide the following documents:

An application and resume are required for consideration. A cover letter is strongly recommended.
This position is part of a three-manager leadership structure supporting UBS operations across Georgia State University's six campuses and virtual service channels. Although this vacancy has a primary focus on virtual service management, Business Services Managers are expected to provide cross-functional leadership and support across UBS operations based on departmental needs.
A criminal background check and credit check are required for final candidates.