Retention Leadership Roles

JD
by Julie Delich122 views·Updated Feb 17, 2021
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  1. Hi, everyone.
  2. My name is Julie Delic and if we haven't met,
  3. I'm the vice president of Retention and Student Support Service
  4. is here at Wiley Education Service is And today we're
  5. going to talk through some role expectations for the leadership
  6. team on the retention department.
  7. We're going to start off by going through each of
  8. these four positions and briefly giving an overview of what
  9. are the top expectations for that position.
  10. Starting off with the senior director, the senior director has
  11. two key top priorities operations on special projects.
  12. Operationally, the senior director is really focused on leading high
  13. priority partner operations calls.
  14. So we have a brief list of partners that fall
  15. into this category that the senior director is taking ownership
  16. of to really show the importance of those partnerships on
  17. our business and to relate to the partner how important
  18. they are that the senior director is present.
  19. In leading those calls, the senior director is also responsible
  20. for spot checking and inspecting other operations calls to ensure
  21. that they're going well.
  22. Another partner responsibility of the senior director is to handle
  23. escalated partner issues, so these aren't student specific issues.
  24. These are larger thematic partnership challenges that the senior director
  25. would be owning and responsible for handling.
  26. Additionally, our senior director designs and delivers on our quarterly
  27. departmental meetings to keep our teams up to date and
  28. finally, on this list.
  29. The senior director is responsible for providing training and support
  30. for the other leadership team members on how toe work
  31. with partners, whether that's speaking to a dean or provost
  32. or faculty members from a partner institution moving now to
  33. the responsibilities around projects.
  34. So the senior director is building and responsible for expertise
  35. in accreditation and state authorization, which were really critical components
  36. of what we do in our business.
  37. And we're hearing more and more questions coming from our
  38. partner schools around these topics.
  39. Some examples of special projects right now at University of
  40. West Alabama, we have two unique projects in the works
  41. at the moment, including an international project as well as
  42. project to support campus based students for retention Service is
  43. and then also under project's thesis.
  44. Een yer director of retention, is responsible for all of
  45. the cross departmental connections, so that could be widely beyond
  46. degree accelerator on all those other projects that have overlapped
  47. with retention.
  48. The senior director will take the lead moving now to
  49. a discussion on the responsibilities of the director of retention
  50. here. These to fall into the categories of coaching on
  51. inspection and reporting the primary responsibility of our director of
  52. retention is coaching leading weekly, one on ones with our
  53. associate directors supporting change and optimization initiatives, and then the
  54. actual implementation of all of those optimization projects.
  55. All of that falls under the auspices of coaching.
  56. Another really important part of our director of detentions Role
  57. is overseeing the day to day operations of our team.
  58. So that includes inspecting daily operations like activities of the
  59. team, how we're progressing towards our goals, ensuring that we're
  60. serving students to the best of our ability.
  61. This also includes providing forecasts to the business of how
  62. we're projecting our schools will land for continuing student enrollments,
  63. and this is the director of retention is also responsible
  64. for presenting in our weekly OPM meetings where we share
  65. this kind of information with our partnership director team and
  66. other leaders in the business from the director.
  67. We move now to a discussion on the responsibilities of
  68. the associate director role, our associate director team also has
  69. two key categories of responsibility, and that is coaching and
  70. inspection, and you're gonna be hearing a theme here.
  71. So coaching for the associate director is focused on weekly
  72. one on ones with their retention managers.
  73. This includes creating support plans for each of their managers
  74. and on the topic that is most relevant to that
  75. individual manager.
  76. And this comes from our work in the online learner
  77. Advising Model, or olam were also utilizing olam in the
  78. way that we coach both to role model, how it
  79. works, but also because we know it's effective in helping
  80. leading people towards positive outcomes.
  81. Theus associate directors also are responsible for providing the team
  82. collaborating with their manager to provide the team with a
  83. weekly focus to drive behaviors that lead to positive student
  84. outcomes. Associate directors also take ownership of staffing when it
  85. comes to attention, whether that's managing where staffing is deployed,
  86. hiring all of the nuances of requisitions, working with HR,
  87. moving now to the other side of the responsibilities for
  88. the associate directors.
  89. Let's talk about inspection so inspection is critical to making
  90. sure that we are doing what we are promising to
  91. do for our partners and for our students.
  92. So there's three key areas of inspection the new student
  93. engagement. Looking at students that are registered and moving towards
  94. start, Are we keeping those students successfully in their programs
  95. and moving them forward?
  96. Also, new student engagement includes the first three terms because
  97. we know that's where the highest risk of drop occurs.
  98. The second group that we inspect is our continuing students
  99. progression. So this would be continuous registration registration campaigns to
  100. make sure that students are registered for courses for upcoming
  101. terms. And then the final group of inspection for on
  102. a regular basis is our leave of absence or stop
  103. out population students that are taking a break from courses
  104. we want to inspect to make sure that we are
  105. working with those students to give them back on track
  106. and progressing towards graduation.
  107. And now we're moving to the retention manager role again,
  108. the theme here of coaching and inspection.
  109. But before we get there, the retention manager also has
  110. a really key role in supporting change initiatives, with the
  111. team making sure the team understands why changes air happening,
  112. how they're happening and what to expect with timelines, and
  113. the retention manager also plays a really important role in
  114. our p o.
  115. P M partnerships.
  116. Where there's a programmatic emphasis.
  117. Their attention managers are much more integrated with the partner
  118. communication for P O P M Partners, where they're leading
  119. the operations, calls running the S o p design.
  120. There's just a lot more involvement in the day to
  121. day partner dynamic with the P o.
  122. P M partnerships, whereas with the E.
  123. O. P M partnerships, that is the senior director or
  124. the associate director taking on a lot of that responsibility.
  125. So now let's dive into coaching and inspection.
  126. So for the retention manager, they are coaching their team
  127. as one of their primary responsibilities weekly, one on ones
  128. creating those support plans based on that Ola model of
  129. advising, providing that weekly focus that they collaborated with their
  130. associate director to design to make sure that we're moving
  131. towards our goals and then handling student escalations that the
  132. adviser is not able thio resolve.
  133. So this would be potentially talking directly to a student
  134. in order to help them resolve whatever challenges they're facing
  135. and now to inspection is very similar to what we
  136. discussed a moment ago for the associate director role.
  137. The retention manager is also inspecting the day to day
  138. for their pot of schools on the new student experience
  139. and reg to start process as well as the first
  140. three terms of progression the continuing student registration, the stop
  141. out student registration.
  142. The manager is also looking at goal sheets.
  143. What was the plan for the week?
  144. Was the adviser able to deliver on that plan and
  145. if not, what support is needed to ensure those goals
  146. are met and then also the regular activities of the
  147. student advisor?
  148. What is their phone text and email volume?
  149. Is it effective and efficient?
  150. Is it reaching the right populations?
  151. So that was a very quick overview of the leadership
  152. positions within the retention department.
  153. I am welcoming any questions.
  154. Please feel free to reach out to me directly.
  155. If you want to have any further discussions or dialogue
  156. on these positions and thank you for your time