Customer Service Team Manager

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

The Finance Service Center of Excellence ( SCE) serves approximately 2,000 staff within the Division of Finance and Operations (F&O) and the Division of Institutional Integrity and Risk Management ( IIRM), a combined organization whose annual budget is more than $500 million. These financial and accounting services have a campus-wide impact through departmental billing, student fees, and education and general support services. The Finance SCE provides departmental purchasing and inventory accounting support, cost accounting, billing and disbursement services, business and financial systems support, and financial reporting, budgeting, and analysis for the F&O Division and Institutional Integrity & Risk Management.

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

The Service Center of Excellence, Financial Shared Services unit is comprised of customer service teams that support assigned customer groups and initiate and complete financial transactions on behalf of those customers. The Customer Service Team Manager manages and coordinates a team of accounting technicians, providing efficient and high-level customer service delivery while ensuring competing and conflicting business priorities are met by established deadlines and within appropriate standards, and all applicable policies and procedures. This position oversees the end-to-end service delivery for multiple financial business functions, ensuring that service level agreements (SLAs) are met and continually improved. Manages the day-to-day financial and accounting transactions and reporting activities for all assigned customers under monthly and annual deadlines. Ensure that the shared services team consistently delivers high-quality, efficient, and customer-centric service to its customers. Works cross-functionally with various central units and other stakeholders, including but not limited to: Accounts Payable, Accounts Receivable, Controllers Office, Accounting Services, Procurement, university employees and SCE customers.

Mid-career with Master's and 1-2 years experience; or Bachelor's and 2-4 years experience.

Demonstrated understanding of accounts payable and receivable functions; excellent supervisory and analytical skills; solid organizational skills with an attention to detail; substantial knowledge of accounting principles and practices, and the rules and regulations governing the processing of fiscal transactions; experience in the use of computer-based financial systems, and in troubleshooting system problems and issues; strong written and verbal communication skills.
Ability to prepare written and/or technical products which convey concise, comprehensive, and accurate findings and conform to guidelines. Ability to provide appropriate documentation to support conclusions. Ability to review and edit the work of others. Ability to convey and/or consult on issues of a moderately complex nature in a clear, concise, and organized manner. Ability to establish effective working relationships that foster organizational success. Ability to modify delivery, language, or content to suit the characteristics and needs of the audience.
Ability to recommend and/or make selection decisions. Ability to develop and implement work plans. Ability to establish performance standards and conduct performance reviews. Ability to participate in the disciplinary and grievance processes, as needed. Ability to ensure employees have access to tools and information related to career development opportunities. Ability to actively participate in employee growth and development. Ability to plan and deliver on-the-job training.

Experience working at UNC or in higher education and advanced Excel skills (i.e. pivot table, lookup, nested formulas) are preferred. The ideal candidate will also have knowledge and experience working with PeopleSoft Finance (Connect Carolina) and AiM, or other job costing and work order billing systems for facilities services. Demonstrated ability to write precisely and clearly to convey technical financial details and to communicate with customers. Substantial experience in employee supervision and financial transaction management.

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.