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| Heriot Watt University |
Student Service Centre Manager Job at Heriot Watt University | Dubai
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- Provide directional leadership and management of the SSC
- Focus on the development, implementation and evaluation of SSC services and processes to deliver customer service excellence and a high-quality student experience
- Bring together a broad range of knowledge and services across the University including Finance, Registry and Student Services
- Line manage the SSC team and develop the skills and competencies of each team member to perform all functions of the SSC at the highest level
- Responsible for the student account and cashier services delivered by the SSC under the direction of the Finance Office
- Collaborate with the SSC Managers at the Edinburgh and Malaysia campuses to ensure consistency in practice and level of service across all campuses
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Key duties and responsibilities
1. Provide directional leadership and management of the Student Service Centre (SSC).
2. Plan and manage the development, implementation and evaluation of SSC services and processes to deliver customer service excellence and a high-quality student experience.
3. Operate as a process owner for all services and processes provided by the SSC, and lead modernisation and effectiveness developments to continuously enhance the student experience.
4. Set and monitor performance objectives, relating both to the management of the SSC and the student experience benefits accrued from the SSC, implementing change to maintain and continually improve standards.
5. Consider further development and expansion of the activities conducted within the SSC to encompass wider student provision and to maximise the value achieved by the SSC.
6. Work with the Student Life Manager / Deputy Head of Registry and Student Services and key stakeholders to identify priorities for service and system enhancements.
7. In collaboration with the SSC team, develop and review the business processes relating to administration and operations.
8. Capture and maintain documentation of SSC processes and procedures.
9. Collaborate with the SSC at the Edinburgh and Malaysia campuses to ensure consistency in practice and level of service across all campuses.
10. Provide advice and guidance to stakeholders on policies and services provided and/or led by the SSC.
11. Keep informed of and ensure compliance with relevant changes in the UK, for example legislative requirements, such as GDPR legislation and the Freedom of Information Act, and educational initiatives, as well as internal University requirements such as ordinances, regulations and policies.
12. Keeping informed of and ensure compliance with local regulations, policies, procedures, and rules applicable to SSC services and processes.
13. Represent the SSC on designated Campus-level and University-level committees.
14. Represent the Dubai Campus for global SSC initiatives.
15. Actively contribute to campus-wide and institution-wide initiatives where they impact on the work of the SSC and the student experience.
16. Manage the budget of the SSC.
17. Maintain regular reporting and provide ad hoc reports as requested.
18. Train and develop each SSC staff member to have the skills and competencies to perform all functions of the SSC at the highest level.
19. Manage workload commitments and scheduling; plan ahead to ensure a seamless service at all times and in accordance with busy periods within the academic cycle.
20. Responsible for the student account and cashier services delivered by the SSC under the direction of the Finance Office.
21. Become familiar with and work positively with all areas of the University to develop cohesive and seamless services for students, to ensure students receive up-to-date information, and to ensure that standards are maintained and issues are resolved effectively. This is particularly important in terms of developing relationships across other divisions within Registry and Academic Support, Finance and academic departments.
22. Supervise SSC staff and assign appropriate workloads to ensure service objectives are met.
23. Conduct timely staff performance planning and reviews; identify needs and opportunities for staff development.
24. Lead the development and delivery of centralised and coordinated student communications related to the SSC.
25. Assist with planning and implement enrolment and course registration activities.
26. Resolve student issues in a timely manner; escalate matters to the Student Life Manager / Deputy Head of Registry and Student Services as appropriate.
27. Other duties as assigned to support the mandate and goals of the Registry and Academic Support Directorate, and the wider University.
Education, qualifications and experience
Essential
1. Educated to first degree level or equivalent, or equivalent practical experience in the workplace
2. Experience of working within a similar environment as outlined above
3. Ability to coach, motivate, assess and manage a team, including setting objectives
4. Competent in the use of relevant IT packages
5. Proven relevant experience in academic operations and administrative support which will have been acquired over a number of years, with a basic understanding of the relevant theory
6. Good knowledge and understanding of relevant legal, statutory and governance applications and turning them into good practice
7. Excellent interpersonal, influencing and presentation skills, able to understand and communicate complex issues effectively
8. Demonstrable excellent customer service
9. Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
10. Experience of working closely with stakeholders across all levels of the organisation
11. Ability to research, analyse and present complex information effectively with good attention to detail
12. High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment
13. Demonstrable professional and proactive approach
14. Ability to work effectively both independently and as part of a team
Desirable
1. Experience working in Higher Education
2. Experience as a cashier
3. Experience working with Banner
4. Knowledge of local regulations and policies (eg, TECOM, KHDA, Dubai Government)
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Special Factors
Requirement to work at weekends or out of hours during peak periods, or as needed to ensure seamless service delivery
How To Apply
Applications can be submitted up to midnight (UAE time) on Monday 6th July 2020.
At Heriot-Watt University we understand that being diverse makes us better which is why we support a culture of respect and equal opportunity, and value diversity at the heart of what we do. We want to increase the diversity of our workplace to underpin a dynamic and creative environment.
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The appointment is conditional upon successful completion of all Labour and Immigration formalities, and the start date will need to be delayed if the employment visa is not in place.
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