Position Description - InterVarsity Christian Fellowship



Staff Customer Service ManagerFinance & AdministrationPosition DescriptionSupervised by:Vice President Ministry ServicesSecondary Supervisor: ControllerStatus:Exempt Location: InterVarsity’s National Service Center (NSC) - Madison, WITo advance the purpose of InterVarsity, this position contributes to a culture of process excellence within InterVarsity, by proactively developing and delivering training material to field staff on business processes and transactions, developing and managing a customer service “help desk” as the first point of contact between field staff and Finance and Administration staff, and by recommending process improvements to simplify transactional activities that take place between field staff and finance and administration. MAJOR RESPONSIBILITIES Personal:Be a maturing disciple of Jesus Christ: growing in love for God, God's Word, God's people of every ethnicity and culture, and God's purposes in the worldBe a lifelong learner who prizes the discipleship of the mind; particularly staying current on issues of program management, process improvement, and business practices within ministry.Provide partnership and collaboration:Maintain and expand partnership across the organization through delivery of high quality workPartner with Field leadership, Field Operation Directors and Finance and Administration Directors to train and consult on business processesCommit to creating a positive culture that is properly informed, accountable, cooperative, resilient, and adaptiveMaintain thorough understanding of InterVarsity to create clear, user-centered solutionsCollaborate across Finance and Administration end to end processes to ensure efficient and effective ways to provide field solutions Maintain systems and processes to meet organizational needs:Provide leadership, insight and support in Finance and Administration processes that serve the fellowshipProvide input for improvements to SalesForce and Workday systems and processes around these technologies based on expert knowledge of field needsLead the design of sophisticated reports and tools, leveraging a variety of technologies (Workday, Excel, SalesForce, and other reporting tools) to effectively serve InterVarsity field staff and staff directors to enhance field decision support around financial dataPartner with Finance and Administration teams to help create training materials and training opportunities related to all systems, processes and reports; e.g., expense reporting staff deficits, etc. Customer service:Research and develop an understanding of best-practice service models for non-profits and recommend model for supporting internal staff with a “business office customer service” modelDevelop Finance and Administration customer service support team of virtual and direct reports over time. For Finance, pilot customer service models to learn how to develop system of customer service for field to streamline field needs and reduce interruptions of Finance staff by fielding first line support calls, knowing when to pass requests on to subject matter experts.Lead transformation from department-centric service model to a unified Finance and Administration support systemCollaborate with IT Helpdesk to create and adopt common service processes that serve across Finance and AdministrationDesign and maintain processes to deliver effective, efficient, and measurable support Support fellowship with user and process training across Finance and AdministrationProvide clear feedback to Finance and Administration team around processes, practices and policies that are burdensome or inefficient for the field and propose process improvements to reduce time field staff spend on administrative issuesEstablish internal partnerships:Build internal partnerships by partnering with staff across the organization to interpret and provide decision support through timely and proactive reportingWork in partnership with members of the Finance and Administration team on assigned tasks and projectsEngage and participate in Intervarsity NSC programs as appropriateAttend and participate in InterVarsity conferences and events as requiredDevelop a funding base:Develop and contact a list of potential donorsCommunicate with donors Knowledge/Skills/AbilitiesStrong and effective written and oral communication skills, experience translating information to non-technical staffStrong problem solving and analytical skillsStrong organizational skillsExcellent customer service, interpersonal and presentation skillsExcellent Microsoft Excel skillsAbility to deal with financial information in a confidential mannerAbility to take charge of tasks/projects and work without close supervisionAbility to work under the pressure of deadlinesDemonstrated ability and commitment to work in a diverse team environmentAbility to learn new concepts, methods and skillsAbility to create, validate, analyze and interpret complex reportsAbility and willingness to travel occasionallyQUALIFICATIONS Annually affirm InterVarsity’s Statement of FaithBachelor’s degree or equivalent related working experience3 or more years’ experience with WorkDay or other ERP preferredA working knowledge of current Microsoft Software applications (Outlook, Word, Excel, Access and PowerPoint) is preferredDemonstrated ability and commitment to work in a diverse team environmentInterVarsity Christian Fellowship/USAFrame of ReferenceAll staff members subscribe annually to the Purpose Statement of InterVarsity:In response to God’s love, grace and truth:The purpose of InterVarsity Christian Fellowship/USA isto establish and advance at colleges and universitieswitnessing communities of students and facultywho follow Jesus as Savior and Lord:growing in love for God,God’s Word,God’s people of every ethnicity and cultureand God’s purposes in the world.This purpose is admittedly more limited than the Great Commission. As a mission extension of the local church, we have adopted boundaries on our activities based on our call to serve a defined group of God’s people. Within the context of InterVarsity’s purpose, all of the relationships and tasks that staff members engage in as part of their work for InterVarsity have both eternal and temporal components. Values: InterVarsity is committed to developing men and women from diverse cultures, backgrounds, and generations, whom God calls to work with us for both shorter and longer periods of service, as we pursue the call of God in the university world.Maturing Disciple of Jesus Christ:Every InterVarsity staff member is to be a maturing disciple of the Lord Jesus Christ, growing in obedience to the Scriptures. The marks of a long-term love relationship with Christ in the fullness of His Spirit are described in Galatians 5:22: “The fruit of the Spirit is love, joy, peace, patience, kindness, goodness, faithfulness, gentleness and self control.” In the workplace, this fruit is revealed in healthy working relationships which encourage all staff to accomplish their work and enhance their focus on the spiritual aspects of their work.Team Work:Each individual staff person is a vital member of Christ’s body. This means that we will work with one another in ways that honor and encourage all to grow in Christ while accomplishing His work. Our community requires that each individual serve as a team member in a collegial and open environment based on values, relationships, and vision as well as structure and position.InterVarsity staff, both employees and volunteers, commit to serve God and all InterVarsity colleagues, students, and partners, with sensitivity to both the eternal and temporal dimensions of our work. “Whatever your task, work heartily, as serving the Lord.” (Colossians 3:23a) ................
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