Head of Student Support
Job Title / Head of Student Support (MA2)Faculty/ School/Department / Academic Services
Responsible to: / Director of Faculty Administration
Responsible for: / Student Support Team Leaders
Job Purpose
Manage teams responsible for the provision of high quality academic administration across one or more areas of work within the Faculty. Oversee the development of effective systems and processes which underpin key areas of Faculty activity, establishing key performance indicators and service standards.
Manage day to day operations ensuring high standards are achieved and maintained, deadlines are met, and processes with comply internal and external requirements.
Work closely with colleagues in the Faculty, Academic Services and across the University to ensure that people and processes deliver an outstanding service, are proactive and responsive to the needs of internal and external customer groups and work effectively across teams.
Represent the Faculty and deputise for the Director of Faculty Administration as necessary.
Main activities and responsibilities
1. Manage operations to provide the highest possible level of administrative support to students across the full life-cycle.
2. Manage the provision of high quality services for students, staff and external partners through the effective management of teams focused on the delivery of objectives and excellent customer service.
3. Lead and manage teams of staff, taking responsibility for recruitment, training and development, and performance management including conducting and overseeing Individual Performance Reviews (IPRs).
4. Ensure that staffing resources are effectively and flexibly deployed to deliver high standards of support and customer service. Manage resources proactively to meet seasonal demands.
5. Provide operational management of complex systems and processes which impact across the Faculty and, in some cases, the wider University.
6. Assess operational requirements and seek effective and innovative solutions by improving processes and procedures and the use of information systems and data within the Faculty.
7. Review processes, systems and ways of working to ensure they are efficient, effective and sufficiently flexible to meet the changing requirements of the Faculty.
8. Work with central ICT services to improve and develop systems used by the Faculty and students.
9. Take a lead role in continuous development and improvement of Faculty services, working collaboratively with colleagues to share best practice and ensure consistency of operation and standards of performance both within the Faculty and across Faculties.
10. Ensure compliance with internal and external requirements such as University Regulations, immigration legislation and QAA expectations.
11. Regularly review, audit and assess team performance and quality of services to ensure high standards are achieved and maintained and examples of good practice are disseminated.
12. Where the need for change and new ways of working are identified, manage this change and deliver successful outcomes.
13. Provide comprehensive professional advice in own area of expertise to colleagues in the Faculty and in some cases the wider University.
14. Lead, or otherwise contribute to projects relevant to own areas of expertise.
15. Contribute to University policy development through, for example, participating in working groups and responding to consultations.
16. Represent the Faculty and deputise for the Faculty Registrar as necessary.
Additional Key Requirements:
Communication
Communicate complex information to a wide variety of audiences in order to influence, achieve change where necessary and deliver results.
Produce clear written communications, including reports and committee papers.
Teamwork and collaborative working
Lead teams within areas of responsibility and act to resolve conflicts within and between teams.
Ensure that teams within the Faculty and the wider University work effectively together.
Initiative, problem solving and decision making
Provide advice on strategic issues affecting academic administration within the Faculty.
Identify and drive forward opportunities to improve efficiency and effectiveness of Faculty functions.
Resolve problems affecting the delivery of services within area(s) managed.
Influence Faculty decisions by providing expertise on a range of matters relating to academic administration and leading or participating in relevant working groups, committees and consultations.
Work environment
Be aware of the risks in the work environment and their potential impact on their own work and that of others.
Ensure that appropriate risk management processes are operational within own areas of responsibility.
Person Specification
· A good honours degree or equivalent professional qualification.
· A management qualification would be advantageous.
· Experience in Higher Education at a management or team leadership level.
· Experience of leading and managing operations and teams, with evidence of successfully managing change.
· Experience of managing and successfully delivering projects, to schedule, to budget and to quality is desirable.
· Demonstrable experience of managing a high performing team.
· Proven ability to lead, motivate and manage administrative staff.
· Good knowledge of current issues in Higher Education
· Excellent organisational skills and a flair for analysing and solving problems creatively, often at minimal notice.
· Ability to instigate new and innovative approaches and facilitate team problem solving.
· Demonstrable ability to produce effective, well organised plans and measurable objectives extending over a year or more and to manage team performance against these plans
· Ability to lead, manage, motivate and develop staff, individually and in teams.
· Highly developed written and oral communication skills including the ability to write committee papers and deliver presentations.
· Excellent interpersonal skills with the ability to lead, negotiate, persuade and influence.
· A high degree of self-motivation and self-managing work style, with the ability to set goals and work independently.
Special requirements
Able to undertake duties at different premises including any University campus as required.
National and international travel may be necessary from time to time in order to attend conferences and events, represent the University in professional networks and manage collaborative partnerships.
May be required to work outside normal office hours to support University operations and events. This will require flexibility, especially at times of peak activity.
Expectations of all staff
Professional standards
All staff employed by Birmingham City University are expected to exhibit high professional standards which promote and demonstrate the University’s core values of Excellence, People Focused, Partnership Working, Fairness and Integrity.
Equal Opportunities
All staff are expected to understand and enact the University’s commitment to ensuring equality and diversity in all activities. This commitment is enshrined in the Equality Statement and core values.
Dignity at work
Every member of staff has a responsibility to ensure colleagues are treated with dignity and respect.
The University is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy.
Health and safety
The arrangements for meeting the University’s health and safety objectives are contained in the Birmingham City University Health and Safety Policy. This includes the responsibilities of key staff and procedures covering the main activities of the University.
All staff are expected to take reasonable care of themselves and those that may be affected by their actions.
Dress code
The University does not operate a formal dress code for its employees, other than for those who are provided with uniform and/or protective clothing. However, employees must ensure that their dress is professional, reasonably smart and appropriate for the situation in which they are working. All staff should ensure that they present a professional image and one that reflects sensitivity to customer perceptions. This may reflect their ethnicity and lifestyle, but should not be provocative or cause offence to those with whom they have contact.
Citizenship
All staff are expected to adhere to good citizenship, being generous with help and support to others, collaborating with colleagues and working for the benefit of the University as a whole. In particular working to provide a positive student experience and achieving excellence in all the University’s activities.
This job description indicates the expectations of staff at this level. Job descriptions are not exhaustive and you may be required to undertake other duties of a similar level and responsibility.
Page 2 of 4 Head of Student Support JD 23 November 2015