Summary of Key Duties and Responsibilities:
Provide directional leadership and management of the Student Service Centre (SSC).
Plan and manage the development, implementation and evaluation of SSC services and processes to deliver customer service excellence and a high-quality student experience.
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.
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.
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.
Work with the Deputy Head of Registry and key stakeholders to identify priorities for service and system enhancements.
In collaboration with the SSC team, develop and review the business processes relating to administration and operations.
Capture and maintain documentation of SSC processes and procedures.
Collaborate with the SSC at the Edinburgh and Malaysia campuses to ensure consistency in practice and level of service across all campuses.
Provide advice and guidance to stakeholders on policies and services provided and/or led by the SSC.
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.
Keeping informed of and ensure compliance with local regulations, policies, procedures, and rules applicable to SSC services and processes.
Represent the SSC on designated Campus-level and University-level committees.
Represent the Dubai Campus for global SSC initiatives.
Actively contribute to campus-wide and institution-wide initiatives where they impact on the work of the SSC and the student experience.
Manage the budget of the SSC.
Maintain regular reporting and provide ad hoc reports as requested.
Train and develop each SSC staff member to have the skills and competencies to perform all functions of the SSC at the highest level.
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.
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.
Supervise SSC staff and assign appropriate workloads to ensure service objectives are met.
Conduct timely staff performance planning and reviews; identify needs and opportunities for staff development.
Lead the development and delivery of centralised and coordinated student communications related to the SSC.
Assist with planning and implement enrolment and course registration activities.
Resolve student issues in a timely manner; escalate matters to the Deputy Head of Registry and Academic Support as appropriate.
Other duties as assigned to support the mandate and goals of the Registry and Academic Support Directorate, and the wider University.
Education, Qualifications & Experience:
These are the criteria on which the short-listing and recruitment selection will be made
Essential
Educated to first degree level or equivalent, or equivalent practical experience in the workplace
Experience of working within a similar environment as outlined above
Ability to coach, motivate, assess and manage a team, including setting objectives
Competent in the use of relevant IT packages
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
Good knowledge and understanding of relevant legal, statutory and governance applications and turning them into good practice
Excellent interpersonal, influencing and presentation skills, able to understand and communicate complex issues effectively
Demonstrable excellent customer service
Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
Experience of working closely with stakeholders across all levels of the organisation
Ability to research, analyse and present complex information effectively with good attention to detail
High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment
Demonstrable professional and proactive approach
Ability to work effectively both independently and as part of a team
Desirable
Experience working in Higher Education
Experience as a cashier
Experience working with Banner
Knowledge of local regulations and policies (eg, TECOM, KHDA, Dubai Government)
Special Factors
Requirement to work at weekends or out of hours during peak periods, or as needed to ensure seamless service delivery
