Job Description

Job Title:HEP Account Manager

Details

Responsible To: HEP Account Services Manager

Management Authority:
No direct reports, but will manage temporaryinternal project teams if required.
Budgetary Authority:
Monitoring and handling enquiries related to specific partners’ costs and income.
Purpose of the Role:
•To manage the service interactions between the SLC and regional set of partners and their representative groups, acting as their consultant for policy, developments and operations.

Key Responsibilities:

•Ensure assigned partners are aware of, and plan for, new changes in student support, particularly the requirements of the Student Finance Service.
•Manage roll-out and implementation activities arising from product and service changes.
•Ensure partners are planning and delivering their operational service obligations to defined standards of timelines and quality. Analyse partners’ operational performance and give “best-practice” advice to partners, and educate and train them in relevant procedures.
•Liaise with other service delivery teams to resolve provider-level issues and implement continuous improvement changes to procedures and practices.
•Act as the consultant/principle point of contact for the partner, for policy advice, student support arrangements, risks and issues. Act as an advocate for SLC’s services, so that partners are fully aware of SLC strategies, constraints and issues. Manage responses to formal complaints.
•Secure new and renewal contracts to the bursaries service, and undertake annual service reviews, including rule changes, to maximise on-going participation.
•Maintain the knowledge base with critical, valuable and up-to-date client profile data.
•Undertake internal & external speaker engagements and presentations to all levels, showing expertise in SLC’s services, products and technology, and briefing participant SMEs.
•Advocate and articulate partners priorities and requirements for service enhancement programmes, chairing regional user groups as required, and providing requirements to the Product Owners, and subsequent project teams.
•Identify and brief on opportunities for corporate affairs to promote and publicise SLC’s corporate image, brand and identity.
•Key Outputs:
•Partner clients are able to deliver their obligated services to meet student finance administration requirements to achieve end-to-end customer services;
•Inputs, e.g. courses, rules, fee rates, etc., achieve “right-first-time” targets;
•SLC outputs monitored and partner actions undertaken to maximise fulfilment of SLC services.
•Partners will be able to plan and implement their changes within agreed time-scales for roll-out programmes:
•Local implementation plans are in place, and viable;
•Partners are fully aware of SLC’s strategies, plans and issues, and as a result, know when to engage SLC with new information;
•High levels of satisfaction as evidenced through satisfaction surveys and feedback mechanisms;
•Attendance and participation in conferences/publicity events achieves high levels;
•Enquiries management receives positive feed-back on achieving enquiry resolution targets;
•There are minimal levels of complaints and challenges.

Skills, Knowledge and Experience:

•High degrees of knowledge and awareness of the HE, FE or SE sector.
•Experience at providing an external-facing relationship and in managing business interactions.
•Demonstrable success in defining high level business needs within a high volume, front line public service delivery environment.
•Financial services business experience.
•Preference for graduate level education.
•Fully conversant with MS Office applications suite and MS Project.
•Excellent interpersonal skills to be able to build rapport with senior internal and external staff.
•Highly developed workshop and meeting facilitation and presentation skills.
•Excellent communication skills to ensure that they constantly communicate in a format that is meaningful to all parties & everyone is kept regularly informed of activities.