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Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The Manager II of the Scholarship Granting Organization (SGO) Team is responsible for overall management and performance of all NBS SGO Account Managers and Team Leads focused on FACTS Institutions. This position will actively participate as a leader contributing to the growth of Nelnet Business Services.

+ **JOB RESPONSIBILITIES:**

+ Lead, challenge, and further develop a group of talented Team Leader/team members, establishing departmental goals and individual objectives, setting, and reviewing KPIs, and providing feedback to meet requirements of business functions and processes.

+ Foster an innovative culture of continuous improvement with a customer focus through open communication, collaboration, and the exchange of information amongst the team and across the department, as well as with other departments.

+ Manage all operational functions/processes related to servicing SGO intuitions.

+ Contribute customer service-related insight and recommendations to strategic plans and reviews by preparing and completing action plans, developing, and implementing key performance indicators/metrics, resolving problems, identifying trends, and implementing change.

+ Collaborate with IT/Data Insights and AI teams to identify emerging AI technologies and industry trends, developing and executing AI utilization strategies while integrating best practices into operations to streamline processes and enhance customer interactions by personalizing customer experiences, predicting needs, and proactively addressing issues.

+ Oversee the development, maintenance and enhancement of policies and procedures for servicing the FACTS market, working with management inside and outside the department to increase consistency and eliminate redundancy.

+ Participate and lead meetings, coordinate projects, prepare reports, forecast, monitor and adjust staffing requirements, and support internal/external audits.

+ Assist with the FACTS SGO Department’s annual operating budget and monitor expenses to operate within the budget.

+ Provide support and consultation during the sales process.

+ Assist in collecting and analyzing time spent on value added services and participate in annual pricing review.

+ At a high level, maintain knowledge of state legislation related to financial aid and provide support to team members.

+ Participate in annual retrospective with the client to gather valuable information for system or process improvement.

**Pay Grade for this role is - $66,000 - $70,000k

EDUCATION:

A four-year college degree in a business-related field or equivalent experience.

EXPERIENCE:

+ 3-5 years of operations management experience in a customer service environment.

+ Experience, with a high degree of proficiency in computer applications (primarily MS Office products such as MS Word, Excel, PowerPoint, and Outlook).

+ Experience in business planning and forecasting.

+ Financial acumen with proven proficiency, as well as cash/transaction management experience.

+ Experience in performance management.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

+ Strong Leadership, motivational, and organizational skills.

+ Results driven self-starter.

+ Strong written and oral communication skills; ability to prioritize and manage multiple concurrent projects.

+ Ability to handle stressful situations and meet deadlines.

+ Customer service orientation with strong client/customer focus.

+ Strong team player with excellent team building skills.

+ Analytical with strong problem-solving skills.

+ Flexibility to adapt quickly to new situations, programs, and services with rapid time to market skills.

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [email protected] .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. _A lot more._ We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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