Director of the Shared Services Center
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About Virginia Community College System:
The Virginia Community College System (VCCS) is comprised of experienced, motivated individuals who work in a community-friendly work environment supporting our important public service mission and Complete 2021, the system's strategic goal to triple credentials by 2021. In fulfilling this mission during the past year we educated 225,000 credit students and over 150,000 non-credit students at our 23 Community Colleges through their 40 campus locations and online. Our mission is to give everyone the opportunity to learn and develop the right skills so lives and communities are strengthened.
About the Opportunity:
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, imp rove 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
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.
Education and Experience
- 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.
- Experience as a change agent with strong collaboration and communication skills.
- Demonstrated experience reporting to and providing actionable information to governance organizations as well as other external stakeholders.
Knowledge, Skills, and Abilities
- Strong analytical and problem solving skills, ability to conceptualize and think strategically to maximize available resources.
- Demonstrated initiative, self-motivation and excellent organizational skills.
- Ability to set priorities and clear goals and deliver timely, high quality customer service in a demanding, deadline-oriented environment that serves multiple stakeholders.
- Ability to work with and coordinate cross-functional teams.
- Ability to understand processes and gap analyses, and problem-solve to address these issues.
- Demonstrated strong leadership skills.
- Excellent oral, written and presentation skills that articulate challenges, opportunities and details professionally and clearly.
- Knowledge and experience with the functions offered in the shared service center environment.
- Ability to coordinate with a large number of stakeholders and to work in a complex policy environment with large teams of professionals.
Preferred Education, Experience, and KSAs
- 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.
Diversity: The Virginia Community College System aims to become a model institution for diversity and invites multicultural professionals from all backgrounds to contribute to its aspiration for building an inclusive community where everyone is given equal opportunity to reach their full potential.
Location: This position operates from the center, which is located in Daleville, Virginia, just outside of the region's largest city, Roanoke. Nestled between the Blue Ridge and Allegheny Mountains, the VCCS Shared Services Center is centrally located to all 23 colleges in the VCCS. Daleville is a haven for tourists and residents alike. Within an hour's drive are the breathtaking Smith Mountain Lake, world-famous Appalachian Trail, and many other outdoor activities, including golfing, biking, hiking and kayaking. The thriving Historic City Market in downtown Roanoke and the Daleville Town Center and Performance Pavilion also host farmers markets, cultural events, and festivals year-round. The location is within two hours from Greensboro and the Raleigh-Durham area and a four-hour drive to Washington, D.C. The region's diversified economy includes major operations in banking, health care, insurance, advanced manufacturing, automotive supplies, and several higher education institutions
Compensation: This full-time role is defined as an administrative faculty position. The salary range is negotiable and commensurate with education and work experience. The VCCS offers competitive compensation along with excellent benefits and opportunity for career development.
For more information on benefit offerings, go to: [ Link removed ].
Reference, background and eVerify checks are required for all VCCS positions.
Screening and evaluation for this position will begin as applications are received, however, first consideration will be given to those who apply by December 2, 2019.
This position will remain open until filled.
Qualified applicants must complete the online information section, questions, and attach a cover letter and resume for consideration.
For further information and to apply, go to: [ Link removed ]
Business Process Improvement
Complex Problem Solving