Yerkes RAS Pre-Award Manager Candidate Presentation Esther Kim Ruder Tuesday, May 12, 2020 10:00 AM
Introduction Work Experience With Emory & Yerkes RAS since May 2019 • Previous institutions: • o Georgia State University o University of South Carolina o Princeton University o Teachers College, Columbia University o New York University Education B.A. – New York University • M.M. – University of South Carolina • Ph.D. (current) – Georgia State University •
Overview Core Areas of Responsibility: 1. Customer service and partnerships with key stakeholders 2. Quality faculty service and meeting expectations 3. Leading and coaching a high-performance team
1. Ensuring Strong Levels of Customer Service How can RAS ensure a strong level of customer service? • Connect with the customer (faculty, administrators, students, etc.) and commit to deliver Providing the same service to all customers o • Follow up and follow through Following up as a team strategy o Following through as a team behavior o
1. Ensuring Strong Levels of Customer Service How can RAS ensure a strong level of customer service? • Provide reliable hig high-qua ualit lity service and collaboration Consistent Collaborative RAS High Quality
1. Ensuring Strong Levels of Customer Service Developing and Nurturing Partnerships How do we develo lop partne nership hips wit ith h key stakeho hold lders? • Prioritize clear communication and transparency • Take the time to gather feedback and listen • Maintain engagement with the stakeholder
2. Providing Quality Faculty Service • Developing positive relationships with faculty are an essential element to success as a research administrator • Be clear and set expectations both ways • RAS provides services to faculty (our customer), but we are also partners
2. Providing Quality Faculty Service Meeting or Exceed eeding Expectations Setting clear expectations as a foundation so that we are • on the same page as our customer, the faculty o “I thought you meant…” Developing positive relationships that allow RAS to • anticipate faculty’s needs o Passive vs. Proactive Striving to improve and build on previous experience to • exceed expectations during the next interaction o Learning from the last round Encouraging team members to go the extra mile and • provide exemplary service o Exceeding expectations should be our goal
3. Leading and Coaching a High-Performance Team What is a high-performance team? • Goal-focused individuals with specialized expertise and complementary skills • Collaborators and innovators who produce consistently superior results • Pursues performance excellence through: o Shared goals and leadership o Collaboration and open communication o Clear role expectations and group operating rules o Early conflict resolution and strong sense of accountability o Trust among its members Source: “Developing and Sustaining High-Performance Work Teams.” Society for Human Resource Management . https://www.shrm.org/resourcesandtools/tools-and- samples/toolkits/pages/developingandsustaininghigh-performanceworkteams.aspx. Accessed May 9, 2020.
3. Leading and Coaching a High-Performance Team How is a high-performance team developed? Action Emory Leadership Competencies • Diverse recruitment • Thoughtful process improvement Strategically focused • Establishing shared team goals and expectations • Providing strong and supportive Leads change leadership • Building a network of trust within the team
3. Leading and Coaching a High-Performance Team How is a high-performance team developed? Action Emory Leadership Competencies • Nurturing the development of the team’s hard and soft skills Coaches and develops others • Empowering team members, recognizing achievement, and ensuring accountability Empowers/delegates to others • Addressing issues early and managing conflicts fairly • Helping to build a positive and Strives for operational excellence encouraging work environment
3. Leading and Coaching a High-Performance Team How is a high-performance team developed? Action Emory Leadership Competencies • Network and develop relationships both across campus and with other institutions to Influences and impacts others help the team learn, grow, and advance Elevate the team to become a Institutional minded • model for our peers Striving for excellence – we are in this together
Thank you! Esther Kim Ruder ekruder@emory.edu Tel: (404) 727-7217
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