Financial Aid Operations Manager

Leslie B. Joy

**** **** **** ** #*** Sarasota FL. 34243 941-***-****

******.***@*******.***

Talented Operations Manager with 33 years’ experience in both private and state government sectors focusing on Operational Management, Process Improvement and Systems Implementation of multiple projects.

Experience:

University of Maryland University College 1999 – 2014

Assistant Director - Financial Aid Systems

Tasked with the development of new organization within the Financial Aid Office, developed and implemented appropriate internal audits, closely coordinated deployment communications and provided excellent customer service to internal and external customers.

Developed, tested and implemented business processes improvements to maximize staff and system efficiency.

Supervised a small group of contract Functional Analysts to work in conjunction with UMUC staff to effectively plan, implement, test and deliver system updates system-wide.

Systems Analyst - Financial Aid Systems

Handled the daily PeopleSoft Financial Aid production processing, troubleshot system issues to assure all processes were completed and managed processes to assure no impacts to operations.

Supported internal & external customers, researched questions from Financial Aid Advisors pertaining to student or PeopleSoft System issues.

Completed required reports for delivery to Financial Aid, NSLC Monthly Reporting, Transfer Monitoring Reports and other regulatory filings.

Financial Aid Advisor – Overseas Financial Aid

Worked with the Oversees Financial Aid Offices located in Europe and Asia

Assisted their staff with questions and concerns regarding student accounts and Financial Aid polices.

Served as the back-up for the stateside supervisor.

Bank of America (formally NationsBank/Maryland National Bank) 1978 – 1995

Assistant Vice President & Branch Manager

Named “#1 Manager for Retaining Customers” in June 1990 Fortune Magazine “Customer Retention” article.

Responsible for leading a team of 25 sales and service professionals across two high value branch offices. Accountable for the setting, management and fulfillment of sales and service goals while maintaining operational excellence.

Established banking center budgets and coached team members on the proper execution of key banking center goals

Ensured regulatory requirements, such as Anti-Money Laundering and Bank Secrecy Act

Worked a Project Manager for the development and delivery of 15+ “Mini” Branch Offices to provide a limited sub-set of traditional Branch services at a lower initial and operational cost.

Education

Bachelor of Science - Information Systems Management 2001

Phi Theta Kappa - International Honor Society

University of Maryland University College

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