The Virginia Community College System (VCCS) operates a shared services center (SSC) that provides administrative support services to approximately 20,000 employees working at its 23 colleges and system office. The center, a separate 25th entity within the VCCS, provides cash disbursement (i.e. travel and expense, accounts payable), procurement, employee onboarding, payroll, time and labor, and call center services. The center, which opened in 2016 and located just outside of Roanoke, was created to reduce the administrative burden on individual colleges, consolidate transaction-based functions, create economies of scale and improve backroom process efficiency so the colleges can better focus resources on the students. The director of the shared services center plays a leadership role in maturing the center’s services, enhancing its communication within the center and with its external customers, and deriving the most value for Virginia’s Community Colleges. The director is responsible for managing the center’s staff, performance and budget. As the leader of a shared service for the entire VCCS, the director will be hired by and will report to a shared services steering committee consisting of representatives of the college and system office. The shared service center and its director are ultimately accountable to and governed by the State Board for Community Colleges and the Chancellor. The purpose of the center, and a primary responsibility of the director, is to ensure that services provided by the center meet or exceed expected performance levels and satisfy the needs of the SSC’s customers. A number of the services provided by the SSC have reached a stage of maturity and productivity that bring desirable value to our colleges. The SSC is now poised for a transition, from adding new services to improving the services it offers. The director will possess knowledge and skills to expedite that development. The governance boards, stakeholders and the shared services community have identified several areas of potential emphasis for the next leader, including: a) People Leadership ? Ability to hire and retain a full, diverse staff, creating a shared vision of excellence and superior customer service, leading visibly with confidence and resiliency b) Process Expertise – Ability to standardize processes of 25 agencies by utilizing quality measurements and data analytics to drive decisions, improve quality and reduce costs c) Change Management-Ability to lead and manage an environment that fosters innovation, promotes creative problem solving, addresses pockets of resistance and raises awareness about risks d) Communication – Ability to create and sustain an inclusive culture that encourages feedback and recognizes the need for consistent, transparent communication using multiple approaches with internal and external stakeholders e) Collaboration and Negotiation skills and agility to leverage teams and multi-faceted input to identify and implement successful win-win value propositions f) Relationship Management: Ability to identify and respond to the needs of customers quickly and efficiently, and g) Tech Awareness: Ability to apply continuous quality improvement and maintain unending search for emerging technology solutions.
Minimum Qualifications
Broad-based and progressive management/operations experience tied to establishing and managing the operations of a comprehensive shared services center. Any combination of education and experience that would likely provide the required knowledge and abilities will be considered qualifying. – Undergraduate degree in Business Management or related field. – Significant experience in establishing and managing a shared services operation or similar operation. Significant experience in recruiting, retaining and supervising staff. – Experience managing and monitoring budgets and using data to identify efficiencies. – Substantial progressive management/operations experience, including knowledge of HR systems, procurement and accounting practices. – Demonstrated understanding and experience in applying process improvement methods. – Demonstrated experience reporting to and providing actionable information to governance organizations as well as other external stakeholders. – Experience as a change agent with strong collaboration and communication skills. – Ability to travel to VCCS colleges, System Office as needed.
Preferred Qualifications
– Higher education experience. – Master’s degree. – Six Sigma or Lean certification. – Understanding of customer support technologies, including CRM platforms, call center software, workforce management software, knowledge bases, forums, and other ERP and web-based computing tools. – Experience in and comfort with working in a fast paced, rapidly growing and dynamic organization. – Experience managing the Procure-to-Pay (P2P) life-cycle and other business processes. – Drive to create an environment of continuous improvement and innovation. – Ability to achieve goals through influencing, partnering and developing productive relationships with senior leadership and line managers across the business. – Ability to lead major project initiations from inception to conclusion, including but not limited to: strategy, requirements definition, solutions design, planning, procurement, implementation, operation, and lessons learned.
Special Requirements
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