Accounting Customer Service Team Manager

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Position Type:
SOG Services
Salary Range:
$72,000 - $75,000
Salary range: $72,000 - $75,000
Benefits-earning position
 
 
Position Summary
The Finance Service Center of Excellence (SCE) supports approximately 2,000 staff across the Divisions of Finance & Operations (F&O) and Institutional Integrity & Risk Management (IIRM), managing financial services that impact over $500 million in annual budgets. These services include departmental purchasing, billing, cost and inventory accounting, financial systems support, and budgeting and reporting.
 
The Financial Shared Services unit operates through dedicated customer service teams that manage financial transactions for assigned groups. The Finance Customer Service Team Manager leads a team of accounting technicians, ensuring accurate and timely financial operations, high-quality customer service, and compliance with university policies and deadlines. This role oversees multiple financial functions, monitors service level agreements (SLAs), and collaborates with central units such as Accounts Payable, Accounts Receivable, the Controller’s Office, Procurement, and other key stakeholders.
 
This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.
 
The selected candidate will be employed by the School of Government Services (SOG Services), but their work location and reporting responsibilities will be at the F&O Finance SCE. SOG Services assists faculty and staff at the UNC School of Government in carrying out its important mission: to improve the lives of North Carolinians by engaging in practical scholarship that helps public officials and citizens understand and improve state and local government. As a nonprofit organization and an official affiliated entity of the University of North Carolina at Chapel Hill, SOG Services also contributes to advancing UNC-Chapel Hill’s broader mission of academic excellence, research, and public service.
 
Essential Duties and Responsibilities
 
Accounting:
Oversee the day-to-day accounting and reporting activities for all assigned customers under monthly and annual deadlines. 
  • Make decisions based on core financial practices, UNC policies and processes, knowledge of relevant transactional accounting functions and other financial considerations. 
     
  • Understand and apply financial audit, reporting and compliance obligations. 
     
  • Identify discrepancies or variances in financial reports and take corrective action where appropriate. 
     
  • Seek specialist advice and support where required. 
     
  • Ensure review, approval and completion of the following: Journal Entries, reconciliation between ERP systems and associated applications, accounting report development and resolution of discrepancies and other errors, outstanding accounts receivable collections, and ensure proper chartfield string assignment.
 
Transactions & Reconciliations:
Oversee the day-to-day financial transaction activities for all assigned customers by established deadlines.  Review and approve these transactions as needed to meet internal controls.  Manage service requests received through the SCE service request portal to ensure workload management, timeliness, accuracy and make business process improvements.
 
Accounts Payable Processing-
  • Vendor and Independent Contractor Set-up
  • Campus Vouchers (Invoice Payments)
  • Purchase Order Receiving
  • Purchase Card Reconciliation
  • Utilize associated applications
 
Accounts Receivable Processing-
  • Deposits (checks, ACH, credit cards, etc.)
  • Customer Billing
  • Utilize associated applications such as, Customer Billing Management(CBM), Customer Accounts Receivable Transactions (CART), Bill Presentation.
  • Utilize the AssetWorks Integrated Workplace Management System (AiM) for job costing and work order billing.
  • Customer billing and collection issue resolution.
 
Supervision/Management:
 
Operational Management-
  • Serve on the Financial Shared Services Leadership Team and contribute to setting priorities, driving an environment of continuous improvement and a culture of customer service excellence.
  • Oversee the end-to-end service delivery for multiple financial business functions, ensuring that agreed-upon service levels (SLAs) and key performance indicators (KPIs) are met and continually improved for all shared services financial functions. 
  • Create and continually update standard operating procedures (SOPs) and other job resource documentation.
  • Participate in the SCE's strategic, technological and other process improvement initiatives, as well as the ongoing goals and initiatives.
Customer Service Excellence-
  • Ensure that the shared services team consistently delivers high-quality, efficient, and customer-centric service to customers.
     
  • Understand customer perspectives and ensure responsiveness to their needs.
     
  • Streamline processes, improve response times, reduce service bottlenecks and design and implement best practices to deliver consistent service quality across various financial transaction service lines.
     
  • Lead efforts to capture, analyze, and act on customer and employee feedback to refine the SCE's service offerings.
Staff Supervision-
  • Recruit, hire, train and evaluate accounting technicians reporting to this position.
     
  • Participate in the annual employee performance evaluation and performance plan process through Carolina Talent.
     
  • Ensure cross-training between employees to provide for coverage and provide skill development.
     
  • Provide opportunities for professional development for staff and foster positive interactions, collaboration, and trust within the team.
           
Strategic Planning:
Assist in developing and implementing the overall goals for the Financial Shared Services unit and the SCE Finance department.  Assist with projects and/or serve on working committees to develop business process improvements and use of technology by collaborating with other SCE staff.
 
Other Duties:
Support additional cross-team functional and unit functions as needed.
 
Minimum Qualifications (Knowledge, Skills, and Abilities)
  • Mid-career with Masters and 1-2 yrs experience; or Bachelors and 2-4 yrs experience
 
Required Qualifications, Competencies, and Experience
  • Solid understanding of accounts payable/receivable and accounting principles, including relevant regulations and fiscal transaction processes.
  • Proficient in using and troubleshooting computer-based financial systems.
  • Strong supervisory, organizational, and analytical skills with attention to detail.
  • Excellent written and verbal communication skills, with the ability to convey moderately complex information clearly and effectively.
  • Skilled in preparing accurate, well-documented reports and reviewing/editing the work of others.
  • Proven ability to build effective working relationships and adapt communication to different audiences.
  • Experience in staff management, including performance evaluations, training, career development, and participating in disciplinary and grievance procedures.
  • Capable of developing and executing work plans, setting performance standards, and making informed hiring decisions.
 
Preferred Qualifications, Competencies, and Experience
  • Experience working at UNC or in higher education and advanced Excel skills (i.e. pivot table, lookup, nested formulas) are preferred. 
  • The ideal candidate will also have knowledge and experience working with PeopleSoft Finance (Connect Carolina) and AiM, or other job costing and work order billing systems for facilities services.  Demonstrated ability to write precisely and clearly to convey technical financial details and to communicate with customers. 
  • Substantial experience in employee supervision and financial transaction management.

Please submit: Resume, Cover Letter, and References

SOG Services is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.

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