Director, Client Services (Financial Services)

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Job Purpose:

The Director, Client Services (Finance) is responsible for the delivery of high-quality operations and business processes ensuring that the Accounts Payable, Student Accounts and Billings teams provide professional, efficient, effective, accurate and timely support to students and client groups. The Director is committed to the provision of exemplary customer service to contribute to increased student and stakeholder satisfaction and success.

The role is responsible for overseeing continuous improvements to the activities related to the effective management, assessment, reporting and control of vendor payments, expense reimbursements, student billings, student tax form preparation, external invoicing, cash receipting and collection of accounts receivable in accordance with Broader Public Sector Directives, university priorities, generally accepted accounting principles, established guidelines, University policies, and sound business practices.

The role also provides research, analysis, and expert recommendations to senior management in support of payment functions and student financial activity. The Director advises on and oversees the implementation of enhancements in internal controls, processes and systems related to the accounts payable, billings and accounts receivables functions. This position assists with the preparation of payables, revenue, and receivables for the year-end audit.

Key Activities:

Strategic Direction and Planning

• Develops, documents, and regularly reviews and updates policies and procedures related to accounts payable, student billings, external invoicing, and receivables activities to ensure compliance with relevant legislation and regulations.
• Consistent with the internal control framework set by the Director, Institutional Financial Reporting, analyzes and makes strategic decisions regarding implementation and maintenance of appropriate internal controls and risk mitigation strategies related to vendor payments, expense reimbursements, student financial transactions, non-student revenue, and cash handling activities and conducts regular risk assessments regarding the effectiveness of the controls.
• Conducts regular and ad hoc analysis and reports related to accounts payables, tuition and non-tuition revenue, accounts receivables, payment plans and customer service key performance indicators. Develops and implements action plans for continuous improvement.
• Keeps current in advances in the industry and investigates technological solutions to recommend and oversees implementation of process improvements to ensure efficient operations.
• Keeps current on relevant best practices, legislation, and outcomes of relevant case law to ensure the University payments, reimbursements, billings and receivables policies, procedures and practices are compliant and appropriately implemented.

Client Services

• Maintains and nurtures client relationships, ensuring that financial staff interactions with students, vendors, faculty, and staff are professional and deliver a high level of client satisfaction. Addresses client concerns or issues that may arise in a timely and effective manner.
• Working with students, vendors, faculty, staff, and other University departments, identifies opportunities for service delivery improvements and develops strategies to implement enhancements.
• Regularly communicates to various client groups changes in policies, procedures or practices, enhancements to systems or tools used by the clients, updates to critical dates relevant to the customers being served, and other relevant information to ensure the efficient and effective delivery of financial services.
• Ensures written, audio, and visual materials and resources are available and easily accessible for clients to use in streamlining the processes for vendor payments, expense reimbursements, student inquiries, payments, and appeals, etc.

Oversee Accounts Payable Operations

• Conducts regular review, at least annually, to interpret and oversee implementation of relevant Ministry expense directives and provides expert opinion to senior administration and other departments of any required or recommended amendments and potential implications to Trent policies, processes, and allowable expenditures.
• Provides expert recommendations and oversees processes to ensure that all vendors are paid, and all faculty and staff are reimbursed accurately, timely and in a consistent manner in accordance with University policies, Ministry directives, and other relevant legislation and requirements.
• Directs and makes recommendations to improve processes to ensure the efficient, accurate and timely recording and reporting of all University vendor payments and expense reimbursements.
• Directs and makes recommendations to enhance internal controls to prevent duplicate and/or fraudulent activity.
• Interprets and ensures the recording and reporting of vendor payments and expense reimbursements are in accordance with generally accepted accounting principles.

Oversee Student Accounts Operations

• Conducts regular review, at least annually, to interpret and oversee implementation of relevant Ministry tuition and non-tuition fee protocols and advises senior administration and other departments of any required or recommended amendments and potential implications to Trent policies, processes, and allowable fees.
• Provides expert recommendations and oversees processes to ensure that all students, including sponsored students, are billed tuition, ancillary, levy, and program fees accurately, timely and in a consistent manner in accordance with Board-approved fees, Ministry tuition and non-tuition fee protocols, and other relevant legislation and requirements.
• Directs and makes recommendations to improve processes to ensure the efficient, accurate and timely recording and reporting of all University student tuition and other fee revenue.
• Interprets and ensures the recording and reporting of student payments and related student accounts receivable are in accordance with generally accepted accounting principles.

Oversee Non-Student Revenue Operations

• Oversees processes to ensure the efficient, accurate and timely billing, collection, recording and reporting of non-student revenue and central invoicing.
• Provides interpretation and expert opinion to ensure that applicable taxes are being charged appropriately and accurately.
• Provides overall oversight of the administration of the eCommerce program for Financial Services.
• Resolves complex business process and operational issues and unique financial matters using appropriate interpretation of policies and procedures and professional judgment in situations where clear direction is not otherwise available.
• Collaborates with business units across the University acting as a subject matter expert to assist in establishing appropriate policies and procedures related to revenue-generating activities.

Supervision, Training and Mentoring

• Provides support and mentorship to direct reports through regular meetings, advising on complex issues where policies and guidelines are unclear.
• Provides leadership and strategic direction to the Accounts Payable, Student Accounts and Billings teams.
• Promotes opportunities for training and professional development, including cross-training, through goal setting and support.
• Ensures appropriate staffing levels to balance workloads and meet the expectations required for smooth and efficient daily operations.
• Contributes to a work environment that fosters, recognizes, and rewards supportive mentorship, professional quality, respectful communication, continuous improvement, and positive energy.
• Performs ongoing review and annual performance appraisal of direct reports, identifying areas for improvement and further development.

Education Required:

• Honours University degree (4 year) in Finance, Business, Accounting, Economics, or a related field
• Professional accounting designation is an asset.

Experience/Qualifications Required:

• A minimum of seven (7) years of recent accounting or finance experience, with a minimum of two (2) years in a post-secondary education environment, not-for-profit organization and/or public sector.
• A minimum of five (5) years of recent client relations experience, including experience tracking relevant key performance indicators such as customer satisfaction.
• Demonstrated knowledge of university regulations, privacy rules as they apply to the public sector, policies, and procedures.
• Demonstrated experience with the management and mentorship of a team, including a demonstrated ability to prioritize multiple, conflicting deadlines, with a proven ability to organize and schedule the work of a team.
• Experience using decentralized computerized financial systems (preferably Colleague) integrated with third-party vendors.
• Ability to deal with sensitive and/or highly charged individuals or situations.
• Excellent communication, problem solving, time management, project management and interpersonal skills with a focus on providing exceptional customer service in a team environment.
• Working knowledge of functional aspects of student registration, billing, accounts receivable and accounts payable.
• Innovative, creative, and self-motivating to identify, collaborate and implement process/system improvements.