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F&A Quality Management & Training

About the Department

Finance and Administration represents a committed group of people who serve the University in a variety of areas including Financial Services, Information Technology Services, Risk Management, Internal Audit, Compliance, Human Resources, and Shared Services.

The goal of our division is to provide the services and support needed to foster an environment of academic and research excellence at the University of Chicago. Our team is dedicated to collaborative partnerships with our colleagues and clients that lay the foundation for an exemplary service delivery process. Finance and Administration is fully aligned with the strategic and academic priorities of the University, and each of the units within our division is tasked with implementing the processes necessary to achieve lasting excellence.

Job Summary

The Finance and Administration (F&A) Division at the University of Chicago is seeking a Director of Operational Excellence. The Director of Operational Excellence is accountable for the strategy, development, and implementation of continuous process improvement efforts, prioritization of enhancements to current systems to improve operational efficiencies, and development and management of a team focused on cross-functional service delivery across F&A.

Under the Executive Director for Client Service Management and Optimization\'s leadership, the Director of Operational Excellence will lead a team that collaborates with F&A Division leaders, central process owners, campus partners, and subject matter experts to analyze and implement process improvements to enterprise systems including Oracle Cloud Financials, Concur Travel and Expense Management, Workday HCM, ServiceNow, Intelligent Analytics/Robotic Process Automation, Orbit Reporting, and other proprietary technologies. Working with the Executive Director, the Director will use data analysis to identify trends, proactively communicating and partnering on identified issues, anticipating future service issues, and developing/delivering tools for operational efficiency through automation. Operational Excellence will partner with F&A Division leaders, central process owners across finance, budget, human resources, information technology, and research administration to define and report operational metrics and scorecards for decision support, quality management, continuous improvement, and advancing service missions.

The Director of Operational Excellence leads the team that ensures staff and faculty receive consistent and quality service. To this end, Operational Excellence will develop, refine, and revise established key performance indicators (KPIs) to report on timely and accurate support from the F&A Support Center and functional teams to confirm that support meets and exceeds the needs of clients across the University community. Operational Excellence will collaborate with functional leaders and the IT Services technical teams to assist in the implementation of new releases to enterprise systems including Oracle Cloud ERP (Financials), Concur, Workday and ServiceNow; focus on anticipating issues leveraging data from system use and adoption, client feedback, and knowledge of best practices; partner with the Support Center to manage complex cases and act as a liaison to clients and stakeholders; evaluate, build, and test new processes in partnership with technical teams and functional experts; and engage across the institution to collect feedback on, prioritize, and deliver continuous process improvement.

This position is an integral part of the Financial Systems Transformation (FST) Program\'s implementation of Oracle Cloud to replace the University\'s legacy financial system. In particular, the Director of Operational Excellence will lead development and implementation of a sustainable team infrastructure that will work closely with the FST team to manage additional implementations after the initial go-live. Operational Excellence will act as the key point of coordination between the technical post go-live support team housed in IT Services, functional leadership, the Support Center, and the Training COE to organize seamless Oracle support for campus stakeholders. As part of its mission, Operational Excellence will be tasked with communicating between the Oracle Support group and ensuring current work and new initiatives best meet institutional goals for excellence in client service and user experience. Additionally, the Operational Excellence team will lead ERP governance, including enhancement and defect prioritization.

The ideal candidate will have experience gaining consensus and making recommendations across academic and administrative functions at a research-intensive institution. Over time, this position will need to build in-depth knowledge of the University of Chicago\'s practices, processes, and data sources to best bring parties together to solve problems and to remove barriers impeding progress.

Responsibilities

Embraces, advocates for, and establishes a foundation for diversity, equity, inclusion, and belonging.

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