RMIT Business Position Title: Manager Client Services, RMIT Business Online

RMIT Business Position Title: Manager Client Services, RMIT Business Online

HOW TO APPLY

Your application must include:

–a covering letter outlining your interest in the position

–a statement of your suitability against each of the Key Selection Criteria

–your current curriculum vitae containing names, postal addresses, telephone numbers and where available, e-mail addresses and facsimile numbers of three referees who will provide references when required, and

–a completed Job Application Sheet.

Your application should also include the following details:

–Educational, professional and other relevant qualifications

–Relevant work experience

–If successful, period of notice required to join

–Details of service with other educational institutions, public authorities and military service where applicable

RMIT’s Vocational Education and Training Sector (TAFE Sector) cannot employ persons who have within the last three years received a Voluntary Departure Package from any Victorian Public Sector Department or Government Agency.

The University also has restrictions relating to the re-employment of ex-staff members who had left RMIT with Voluntary Departure Packages, redundancy or negotiated separation packages. The nature of the restrictions depends on individual cases.

Do not send valuable original documents or exhibits with your application, as articles may be lost in transit.

Written applications quoting the relevant reference number should be addressed to:

People ServicesOR emailed to

Kellie Whitburn

RMIT University

City Campus

P.O. Box 188

Carlton South VIC 3053

Please endorse the envelope "APPLICATION - CONFIDENTIAL"

JOB APPLICATION SHEET

PLEASE COMPLETE ALL DETAILS LISTED BELOW AND EMAIL THIS SHEET WITH APPLICATION TO or post to the address below.
Reference No / 50006842
Position Title / Manager, Client Services
Family Name / Title
Given Name(s)
Home Address
Postcode / State
Email Address
Telephone
HomeWork Mobile
Citizenship
Resident Status if not Australian
Where did you see this job advertised?
APPLICATIONS ADDRESSED TO
People Services
Kellie Whitburn
RMIT University
City Campus
PO Box 188
Carlton South Vic 3053 / or email to
FOR PEOPLE SERVICES USE ONLY
HR system updated and acknowledgement sent
Date / Initial

Position Description

Manager Client Services

Business Online

RMIT Business Position Title: Manager Client Services, RMIT Business Online

1.POSITION SUMMARY

Position Title: / Manager Client Services
Position Number: / 50006842
Time Fraction: / Full time
Tenure Status: / Continuing
Classification: / HEW 9
Salary Range: / $62,383 - $66,839 p.a.

Section

Faculty/Group:

/ Business

School/Department/Branch:

/ Business On-Line

Campus Location:

/ Based at the City campus but may be required to work at other campuses of the University and in offshore programs offered by the Faculty.

2.THE UNIVERSITY

RMIT University is a multi-level dual sector education, training and research service organisation, offering programs ranging from certificate level vocational programs through tailored programs for industry and community clients, to post-graduate research programs. The University has several companies that are responsible for commercial activities relating to the University’s core functions.

The University’s goal is to create and sustain a distinctive world-class university at the forefront of technical and professional education and real-world research, through continuous improvement and with all staff committed to quality management processes. As a world-class university, RMIT will be recognised as a leader in its teaching and learning processes, research activities and community services.

For further information, please also see:

3.RMIT BUSINESS

RMIT Business is one of the largest Business Schools in Australia and is based at 239 Bourke Street in Melbourne’s Central Business District. Established in 1944 it is now the largest Faculty at RMIT University with around 500 staff working with approximately 19,500 students in Australia and overseas. RMIT Business earns almost three-quarters of its annual revenue from non-Government sources and is highly entrepreneurial and outward looking in its vision.

Its strategic priorities for the next five years are:

• Developing staff capabilities
• Electronic work and educational environment
• Flexible education
• Partnerships with industry and government
• Effective Faculty management

RMIT Business consists of five Schools, two Research Centres (Transport Research Centre and the Centre for Quality Management Research) and the Office of the Dean.

The Schools represent major discipline groupings within the Faculty:

• School of Accounting & Law
• School of Business Information Technology
• School of Economics & Finance
• School of Management
• School of Marketing

Each School offers a comprehensive and seamless range of education and training from short courses and certificates through to research higher degrees. All courses, including Vocational Education and Training programs (VET), are available to Australian and International students, either in Victoria or at various overseas locations.

RMIT Business prides itself on its educational contribution to the global business community. Its Melbourne campus is a popular destination for international students and the Faculty is involved in educational partnerships in a range of countries throughout South East Asia, including China, Hong Kong, Malaysia, Singapore, Vietnam and Thailand. A wide range of offshore degree programs, including articulation arrangements, is offered in collaboration with local institutions.

RMIT Business aims to be accessible to a diverse range of communities, including those that are geographically isolated. To this end it has developed a number of new initiatives, including a new Bachelor of Commerce degree delivered entirely “On-Line”. Innovation and Entrepreneurship are at the forefront of the RMIT Business strategy for the future.

For further information, please also see:

RMIT Business OnLine

RMIT Business On-line is one of five key Groups located in the Office of the Dean RMIT Business.

RMIT Business On-Line will provide a high quality, monitored and continuously improved services to students and staff in the areas of student support, information technology and on line teaching and learning support. The quality of these services is critical to the on going success of the Faculty and will differentiate RMIT Business in an increasingly competitive market place.

Specific objectives include:

• Manage and lead the teams within Business Online ensuring the provision of timely and professional services to students and that services meet agreed client service standards.
• Implement a Customer Service Charter and appropriate feedback and monitoring mechanisms ensuring service standards are reviewed regularly.
• Develop and implement policies and procedures in support of Client Relationship Management and liaise with Schools and other support areas in the Faculty and University on client requirements and improvement strategies

• Undertake research into the best practice CRM and call center technology and how this can be applied/used in an educational environment.
• Produce an annual work/development plan, in conjunction with the Director RMIT Business On-Line, prescribing the specific activities/outcomes for the year. The plan will include targets and measures and will be reviewed on a regular basis.
• As a senior member of the Group, the Manager also has responsibility for the performance of the Group.

The Group has three main Units each of which has a strategic and operational focus. These areInformation Technology Services, Online Teaching and Learning and Client Services Unit.

Information Technology Unit, in consultation with ITS, will provide strategic advice regarding future trends in IT and communications infrastructure together with hardware/software solutions to assist implementing the Faculty IT strategic plan. Operational activities include student / staff PC support, lab maintenance and upgrade, management of the Business Faculty’s NDS containers, users, servers, software licences, audiovisual support to teaching spaces and special events.

Online Teaching and Learning Unit will work with guidance from Learning Technology Services and in conjunction with staff from the Associate Dean Academic Services. The group will provide strategic advice and direction regarding current and future trends in on line learning and teaching practice. Operational activities include provision of educational design and production support to staff in schools, address the initiatives of ETEC IT, liaise with LTS and working with ITAP budget.

Client Services Unit will with work closely with Schools and the two other groups in the Unit to implement the Faculty Client Relationship Management strategy. Operationally the group will be responsible for Faculty based student support services and student relationship management.

4.JOB SUMMARY

The position of Manager Client Services is a new position responsible for leading and managing teams which will provide a range of support services, including student administration, student support services and reception. The services will be offered to students through a range of mediums including online and face-to-face.

The role will implement a client relationship management culture ensuring there are appropriate service level standards and feedback and monitoring mechanisms in place. They will also need to ensure that the relationship between the Client Services Unit and the Schools is managed effectively.

The quality and reliability of our services are critical to the Faculty’s teaching and learning initiatives, recruitment of students and the delivery of our educational services and products.

5.REPORTING RELATIONSHIPS

The position reports to the Director RMIT Business On-Line and will need to maintain a close relationship with the Associate Dean (Academic Development) and Senior Administrators in the Faculty.

The incumbent will need to liaise with Heads of Schools and other senior staff within Schools. The incumbent will represent the Faculty in University student service forums and committees as required.

The position has overall responsibility for 15 staff. This will include 2 Team Leaders who will be responsible for the Faculty Student Administration and a Faculty Service Centre.

(An Organisational Chart is attached)

Note:

The University reserves the right to make changes to its structure to improve operational outcomes. This may require changes to the duties of the appointee.

6.SPECIFIC ACCOUNTABILITIES

Position Accountabilities

6.1To lead and manage a team of staff that will provide professional and timely support services to students.

6.2To implement a client relationship management culture, including the development of a customer service charter, work/ performance plans for the service teams and service level agreements with client groups.

6.3To provide a central point of contact to receive student complaints and track and document complaint resolution.

6.4To manage the Faculty’s student interaction and administration services across Higher Education and Vocational Education and Training programs covering TAFE, undergraduate and postgraduate coursework students.

6.5To liaise with School Administration Managers, academic/teaching staff and support staff to determine the appropriate structure and service provision models to meet students’ requirements.

6.6 To research best practice in client service delivery and call center technology, using this to develop strategies/procedures which can be effectively used in the education environment, and provide advice and support to academic/executive staff on the development and design of service provision.

Management Accountabilities

6.7To ensure that areas directly reporting to this position have an appropriately skilled and motivated workforce. This will be achieved through effective recruitment practices, recognizing and rewarding high level performance, ensuring work plans and appropriate staff development opportunities are in place for all staff, and fostering a team based environment.

6.8To establish and maintain a financially viable base for the Unit, by the development and implementation of an achievable financial plan/budget, monitoring against the plan and introducing corrective strategies where necessary, and by ensuring University financial procedures are met.

Corporate Accountabilities

6.9To promote the development of RMIT Business On-Line by cooperating with other senior RMIT staff, by contributing to corporate level decision making and development and by maintaining contact with professional bodies.

6.10To contribute to the strategic direction setting and policy making processes of the University and the Faculty by participating in key Faculty and University forums and undertaking, as required, specific Faculty projects/tasks.

Personal Development

6.11To assume joint responsibility for career development by actively participating in various activities (mentoring, job rotation, secondments and joint group projects) and producing a jointly agreed development plan identifying key areas which will assist in your personal and professional development. These activities should be consistent with the Group’s Strategic Goals.

Occupational Health & Safety

In order to comply with Occupational Health & Safety Legislation, each employee is required to:

• Adopt work practices that support the OH & S policy
• Take reasonable care for his/her own health and safety and that of others in the workplace that may be affected by their actions
• Participate in meetings, fire drills, training and other OH & S activities
• Use equipment in compliance with relevant guidelines
• Ensure that all incidents, hazardous conditions or injuries are reported immediately to the supervisor or relevant authority.

7.QUALIFICATIONS/ EXPERIENCE

An appropriate degree or postgraduate qualification. Experience in a tertiary institution is highly desirable.

8.KEY SELECTION CRITERIA

8.1Demonstrated experience in leading and managing staff in a client service environment, implementing a client service culture and the associated processes and procedures.

8.2Experience in designing and implementing feedback and quality assurance processes and the application of these as part of a continuous improvement cycle.

8.3Capacity to lead and support staff through the processes of development and change.

8.4Extensive experience in student administration and client support at a Faculty level or equivalent experience in a complex organization.

8.5Highly developed communication skills including the ability to communicate technical issues to business specifications, negotiate with clients, make presentations to senior staff and write professional reports.

8.6Demonstrated resource management skills including the ability to manage a financial budget.

8.7Demonstrated commitment to keeping abreast of contemporary best practice standards in a client service discipline.

9.OTHER RELEVANT INFORMATION

The position will be required to represent RMIT Business in a range of forums both international and external to the University and may be required to travel offshore.

The position will be a member of University committees as determined by the Director RMIT Business On-Line.

The role of the position will be reviewed from time to time and where necessary the University reserves the right, in consultation with the incumbent, to change the requirement of the position to meet the business requirements of the Faculty.

Manager, Client Services_April 2002.docPage 1 of 9

RMIT Business Position Title: Manager Client Services, RMIT Business Online

Manager, Client Services_April 2002.docPage 1 of 9