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Student Service Centre Manager
4 months ago
We are recruiting for a Student Service Centre Manager to join our Registry and Academic Support directorate in Dubai Campus.
The Directorate supports our students and staff across the full student life-cycle from enrolment to graduation.The Directorate has responsibility as the definitive record-keeper of all student information, programme and course details, as well as leading services that help students settle and stay at the University.
This includes providing professional help and advice through a range of support and wellbeing services.The Directorate also supports academic and professional services staff across the University in a number of areas, including:
academic, institutional and student related Regulations and Policies, and global, national and institutional quality matters.
Purpose of Role
The Student Service Centre (SSC) is the first point of contact and delivers a variety of services, including enrolment, student account payments, and student records.
The Student Service Centre Manager will:
- 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 highquality 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 Collaborate with the SSC Managers at the Edinburgh and Malaysia campuses to ensure consistency in practice and level of service across all campuses
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 highquality 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 Campuslevel and Universitylevel committees.
- Represent the Dubai Campus for global SSC initiatives.
- Actively contribute to campuswide and institutionwide 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 uptodate 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 stud
