Director, Student Records and Services, Office of the University
Registrar - Division of Finance
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Philadelphia. The University is situated on a beautiful urban
campus, with easy access to a range of educational, cultural, and
recreational activities. With its historical significance and
landmarks, lively cultural offerings, and wide variety of
atmospheres, Philadelphia is the perfect place to call home for
work and play.
The University offers a competitive benefits package that includes
excellent healthcare and tuition benefits for employees and their
families, generous retirement benefits, a wide variety of
professional development opportunities, supportive work and family
benefits, a wealth of health and wellness programs and resources,
and much more.
Posted Job Title
Director, Student Records and Services, Office of the University
Registrar - Division of Finance
Job Profile Title
Information Technology Director
Job Description Summary
The Office of the University Registrar (OUR) implements and
monitors many academic and administrative policies in coordination
with campus stakeholders to facilitate faculty teaching and student
learning. The OUR champions the constant renewal of student
information systems, adapts operations to changing academic needs,
federal, state, and institution policies, and evaluates
administrative processes for service improvements. The OUR acts as
the data owner of academic and student information and plays an
important role in the governance of these systems and
The Academic Services team is integral to the Office of the
University Registrar (OUR). Lead by the Director of Student Records
and Support Services, the team manages student records including
processing of academic and student data changes; the team also
provides tier 1 support for campus partners regarding data, student
records, system and technology needs including training. The team
frequently collaborates with staff in school registrar offices,
compliance offices, Bursar, Financial Aid, Admissions, Student
Services Center, Information Systems and Computing, provost, school
deans, academic departments, students, faculty, and vendors.
The Director of Student Records and Support Services must have
extensive experience with the Banner Student application and how it
supports academic records and the mission of the university. The
Director of Student Records and Support Services must understand
the dependencies and ensure integration between all modules within
Banner, such as Admissions, Student Financials, Financial Aid, and
the student data warehouse. An understanding of the relationship
between Banner and other systems within OUR and those used across
campus is critical. The Director of Student Records and Support
Services reports to the University Registrar.
The role includes supervision and development of staff within the
team and strong collaboration with other teams across campus. This
person will provide leadership and direction in the alignment,
integration, and development of technological improvements, across
several systems including Banner®, National Student Clearinghouse,
NSLDS, Salesforce and BPLogix.
This individual will participate in the development,
recommendation, and implementation of policies and procedures that
affect the administration of student and academic data and will
advise the University Registrar regarding such policies.
The position oversees the administration of processes related to
posting of degrees, external credits such as study abroad, AP and
transfer credits, all historic and current transcripts, leaves of
absence, registration, withdrawals, and student records updates
with special attention to data integrity/accuracy, compliance,
policies and procedures, and excellent customer service.
The Director of Student Records and Support Services is expected to
uphold industry standards and best practices across all functions
related to the role and demonstrate high levels of proficiency in
managing in a very complex systems environment. Significant ongoing
project work requires the Director of Student Records and Support
Services to possess previous experience in project management,
change management, strong registrar related functional expertise
with demonstrated leadership experience, and time management
skills. This position is expected to function with a high degree of
professionalism, discretion, and autonomy.
- Serve as a cross-functional, business, and technical
stakeholder for Banner as well as other university systems
supported by the Office of the University Registrar
- Provide leadership in the support of existing applications that
support undergraduate, graduate, and professional school academic
- Champion the use of university-wide systems for common
functions to improve data quality, eliminate shadow systems, and
reduce maintenance efforts and/or costs.
- Solve problems and enable opportunities for the introduction of
- Lead and conduct in-depth analysis on how best to improve
business processes. Define how to use Banner and other systems to
fulfill those requirements.
- Lead and participate in implementations of new systems, and
planning and support testing for patches, enhancements, and
upgrades of existing systems.
- Supervise and oversee the work of the Academic Services
- Integrate new systems with existing systems and administrative
and academic practices to achieve desired results and meet
- Collaborate with cross-functional teams on data initiatives,
system configuration, and the implementation of new technology
- Develop a culture of superior customer service when dealing
with customer tickets, phone calls, and email
- Provide training and documentation in support of student record
The Individual must:
- Support the vision to improve system technologies used by the
Registrar's Office and all schools/colleges, academic departments,
and administrative units.
- Assist with planning and coordination of projects, training,
and documentation for end-users within the schools/colleges and
- Advise on functional support, technical support, and quality
control to the Registrar's Offices; escalate issues as
- Act as a steward for student records and manage data for
accuracy and compliance.
- Collaborate with cross-functional teams on the improvement and
usage of technology and implementation of new technology
In the Division of Finance, we recognize diversity and inclusion is
paramount to a positive and thriving work environment; it is a
We are committed to actively fostering diversity, inclusion and
cultural competency throughout our operational efforts in the
Division of Finance. This role will be critical in supporting those
efforts and demonstrating behaviors and competencies that reflect
We take pride in the myriad ways that diversity enriches our
curriculum, and the cultural and social life of our campus. Penn's
commitment to achieving eminence through diversity is ultimately a
commitment to creating a more vibrant university so that our
graduates will be both stimulated and empowered to shape a better
Utilize project management, ongoing process improvement and
training to advance the University.
- Provide strategic and tactical leadership and oversight for
department operations and short-term and long-term projects in the
areas of student records, academic services, veterans benefits, and
- Gather needs related to technological improvements and
articulate them to the Tier 2 contracts providing advanced
functional understanding of our systems and extensive knowledge of
university policies and procedures.
- Represent the OUR on projects regarding configuration and
testing related to student records data.
- Develop and manage the implementation of best practices,
documentation and training related to the management of student
Provide direct management of the Academic Services
- Coordinate system support for students and staff reg student
enrollment and academic services,
- Establish standards for and ensure proper documentation and
training material exists for student systems as related to Academic
Services team and staff across the University who rely on us for
support and knowledge.
Represent the OUR to campus stakeholders and serve on various
- Provide managerial support for the Academic Services
- Oversee accurate, timely and high-quality completion of
processes related to posting of degrees, external credits such as
study abroad, AP and transfer credits, all historic and current
transcript requests, leaves of absence, withdrawals, diploma
processing, and student records updates.
- Establish and reinforce expectation of processing items with
special attention to data integrity/accuracy, compliance, policies
and procedures, and excellent customer service.
Provide leadership and oversight regarding compliance.
- Attend meetings on behalf of the University
- Regularly collaborate with various University departments
(Information Systems and Computing, SRFS departments, admissions,
provost, school deans, academic departments, etc.), committees,
students, faculty, and vendors to achieve Registrar, SRFS, and
- Provide Tier 1 support to various units - SSC, Schools,
Centers, VPE, ISC, Pennant Ops for process within the domain of
- Document practices deployed within the OUR related to
- Maintain thorough knowledge of local, state and federal
- Provide training and directions to support campus knowledge of
compliance expectations related to Title IV Enrollment Reporting,
Veterans Affairs and FERPA.
Support other OUR initiatives and other duties as assigned.
Job Location - City, State
- 4+ years in a college or university level registrar office with
a comprehensive understanding of a registrar's office business
processes and best practices;
- 7-10+ years of administrative experience, including supervision
of staff, data management, student information systems, and
- Excellent written and verbal communication skills;
- Ability to interact with all levels of personnel and
communicate clearly and effectively to diverse faculty, staff, and
students regarding complex government and University policies and
- Proven ability to manage multiple priorities under hard
deadlines in a fast-paced environment while maintaining a high
level of professionalism and exceptional attention to detail and
- Excellent organizational, interpersonal, and problem-solving
- Knowledge of federal regulations and higher education policies
and practices related to student academic records;
- Excellent judgment, discretion, and ability to maintain
- Proven ability to make presentations in small and large
- Ability to evaluate and implement technological improvements to
meet best practices;
- Knowledge of data management and reporting. Ability to analyze
and solve complex problems in systems;
- Proficiency with computers, Microsoft Office, and student
information systems, with the ability and willingness to quickly
learn new systems and software;
- Experience performing data analysis and report
- Ability to demonstrate tact and diplomacy in dealing with
difficult issues and/or diverse organizations;
- Ability to develop positive and cooperative relationships with
students, faculty, staff, parents, professional colleagues, and the
Department / School
Division of Finance
$74,476.00 - $120,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications,
experience, skills, and education as they directly relate to the
requirements of the position, as well as internal and market
factors and grade profile.
Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis
of race, color, sex, sexual orientation, gender identity, religion,
creed, national or ethnic origin, citizenship status, age,
disability, veteran status, or any other legally protected
Background check required after a conditional job offer is made.
Consideration of the background check will be tailored to the
requirements of the job.
- Health, Life, and Flexible Spending Accounts: Penn
offers comprehensive medical, prescription, behavioral health,
dental, vision, and life insurance benefits to protect you and your
family's health and welfare. You can also use flexible spending
accounts to pay for eligible health care and dependent care
expenses with pre-tax dollars.
- Tuition: Take advantage of Penn's exceptional tuition
benefits. You, your spouse, and your dependent children can get
tuition assistance here at Penn. Your dependent children are also
eligible for tuition assistance at other institutions.
- Retirement: Penn offers generous retirement plans to
help you save for your future. Penn's Basic, Matching, and
Supplemental retirement plans allow you to save for retirement on a
pre-tax or Roth basis. Choose from a wide variety of investment
options through TIAA and Vanguard.
- Time Away from Work: Penn provides you with a
substantial amount of time away from work during the course of the
year. This allows you to relax, take vacations, attend to personal
affairs, recover from illness or injury, spend time with
family—whatever your personal needs may be.
- Long-Term Care Insurance: In partnership with Genworth
Financial, Penn offers faculty and staff (and your eligible family
members) long-term care insurance to help you cover some of the
costs of long-term care services received at home, in the community
or in a nursing facility. If you apply when you're newly hired, you
won't have to provide proof of good health or be subject to
underwriting requirements. Eligible family members must always
provide proof of good health and are subject to
- Wellness and Work-life Resources: Penn is committed to
supporting our faculty and staff as they balance the competing
demands of work and personal life. That's why we offer a wide
variety of programs and resources to help you care for your health,
your family, and your work-life balance.
- Professional and Personal Development: Penn provides an
array of resources to help you advance yourself personally and
- University Resources: As a member of the Penn community,
you have access to a wide range of University resources as well as
cultural and recreational activities. Take advantage of the
University's libraries and athletic facilities, or visit our
arboretum and art galleries. There's always something going on at
Penn, whether it's a new exhibit at the Penn Museum, the latest
music or theater presentation at the Annenberg Center, or the Penn
Relays at Franklin Field to name just a few examples. As a member
of the Penn community, you're right in the middle of the
excitement—and you and your family can enjoy many of these
activities for free.
- Discounts and Special Services: From arts and
entertainment to transportation and mortgages, you'll find great
deals for University faculty and staff. Not only do Penn arts and
cultural centers and museums offer free and discounted admission
and memberships to faculty and staff. You can also enjoy
substantial savings on other goods and services such as new cars
from Ford and General Motors, cellular phone service plans, movie
tickets, and admission to theme parks.
- Flexible Work Hours: Flexible work options offer
creative approaches for completing work while promoting balance
between work and personal commitments. These approaches involve use
of non-traditional work hours, locations, and/or job
- Penn Home Ownership Services: Penn offers a forgivable
loan for eligible employees interested in buying a home or
currently residing in West Philadelphia, which can be used for
closing costs or home improvements.
- Adoption Assistance: Penn will reimburse eligible
employees on qualified expenses in connection with the legal
adoption of an eligible child, such as travel or court fees, for up
to two adoptions in your household.
To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay
To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Franklin-Building/Director--Student-Records-and-Services--Office-of-the-University-Registrar---Division-of-Finance_JR00082640