Job title: Director of Student Operations & Support

Reports to: Registrar & Secretary

Grade:Senior Staff

Location:Moulescoomb

Department:VC’s office

Purpose of the role

To lead a newly established directorate within the Registrar’s Department which is intended to provide central support for students throughout their time at the University from admission through to graduation and to manage and develop a range of operations and systems which are key to the overall functioning of the Registrar’s Department. The Division encompasses the full range of student services. The Director will be responsible for:

• taking a strategic, proactive, user-focused, and fully-integrated approach to student services and the provision of student support via Service Centres;

• ensuring the highest standards across student services while maintaining a flexible approach to allow for innovation;

• leading and developing proactive and high-performing teams within their areas of responsibility;

• increasing collaboration and communication across University professional services and Schools;

• supporting a seamless student experience throughout the student journey, from admission through to graduation;

• innovating and, where needed, challenging existing processes in order to optimise performance and create a culture of continuous improvement;

• leading an income generating accommodation service, which has commercial responsibilities as well as a key role in developing the student experience.

Main areas of responsibility

Service leadership and Operational Excellence

• To provide strategic leadership and development of student operations in accordance with the University’s strategic priorities.

• To identify how to deploy and develop organisational structures, practices, policies and technology to meet the current and future needs of the University and particularly its students.

• To develop an expectation of continuous improvement in all aspects of the work of the Directorate.

• To lead the University response to a complex student housing market and the delivery of a large portfolio of customer-focused, income-generating residential accommodation.

• To promote customer service excellence and lead improvement projects via the University’s Operational Excellence programme.

Student advice services

• To work in partnership with the schools and professional services to develop strategy and policy in support of student advice and wellbeing, ensuring the highest standards of support for students and to ensure their changing needs are met.

• To lead the ongoing development of Student Service Centres, established on each of the University’s campuses.

• To deliver a professional advisory role to the University in relation to student advice and wellbeing, including keeping up-to-date with all relevant legislation and best practice.

• To ensure that the University meets its statutory and regulatory requirements in relation to disability and equality of opportunity, and that high professional standards are maintained in relation to work with service users.

Student Employability

• To lead the development of a sector-leading Careers Service, integrating the work of careers guidance professionals with the support for students in schools; enhancing the University’s employer engagement and placements provision.

• To lead the development of a skills award for students – recognising and accrediting the learning derived from experience gained in co- and extra-curricular activity.

Student welfare and development

  • To create a seamless connection between the support offered to students in residential accommodation, school settings and central professional teams.
  • To review the needs of specific client groups and plan service enhancements accordingly.
  • To liaise and co-operate with other student facing services and operations across the University including with relevant staff based in academic schools.
  • To develop a co-ordinated welcome, induction and transition package for students.
  • To engage with the wider student personal and academic development agenda, working with colleagues in other parts of the Registrar’s department and across the University.

Critical incident management

• To oversee the management of serious student welfare cases, such as sudden death or illness, and to review all serious incidents and make recommendations on how they might inform best practices.

• To liaise with external agencies, colleagues in Estates, Health & Safety and HR, as appropriate, in the management of incidents.

• To act as the University’s safeguarding officer.

Student engagement, conduct and the development of student life

  • To work closely with the Students’ Union – both elected officers and permanent staff – to build up longer term relationships which support the development of a coherent sense of community across each of the University’s campuses.
  • To promote student engagement activity across the University, particularly in residential accommodation.
  • To work with the University’s Director of Physical Recreation and Sport, Students’ Union and others to support the development of student and staff sport.

• To liaise with the Deputy Secretary on disciplinary issues and the application of the University’s Discipline Policy on campuses.

• To work with the Students’ Union to generally ensure high standards of behaviour on campus.

• To work with the Manager of Off-campus Student Affairs in relation to community-related and off-campus matters, including student conduct.

Member of:

The Director will be a member of the Registrar & Secretary’s Senior Management Team and will sit on the Operations Leadership Group.

Key relationships:

PVC Education & Student Experience, PVC Research & Enterprise, Directors of Education, Heads of School, Heads of Professional Services, School Administration Managers.

Team and areas of responsibility

  • Wellbeing Services (Counselling, Disability Support, Student Support and Guidance Tutors (SSGTs), Childcare Services, pastoral support for students in University residential accommodation, Chaplaincy service)
  • Financial support
  • Service Centres and Student Advice Service
  • Careers Service
  • Accommodation Services
  • Sport
  • Off campus liaison

Student welfare, crisis management and discipline

NHS liaison

Students’ Union (SU) liaison

Elements of the University response to the Prevent duty

General responsibilities

These are standard to all University of Brighton job descriptions.

  • To undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser grade.
  • To adhere to the University’s Equality and Diversity Policy in all activities, and to actively promote equality of opportunity wherever possible.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act.
  • To work in accordance with the Data Protection Act.

The person specification focuses on the knowledge, qualifications, experience and skills (both general and technical) required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E).

Essential criteria / A, I, E
Knowledge/Skills / • A deep knowledge and interest in HE processes and policy.
• Excellent interpersonal skills and personal authority, with the ability to strategically influence and engage a broad range of internal and external stakeholders whilst respecting cultural sensitivities.
• Intellectually confident and credible – possessing the gravitas required to be a senior leader within the University and to act as an external ambassador.
• Excellent written and verbal communication skills, demonstrating clarity and focus and the ability to influence, guide and challenge.
• A strong empathy for academic endeavour, with the intellectual ability to form partnerships of mutual respect with the University Executive Board and senior academic leaders to improve the University’s performance.
• A strategic thinker who is able to anticipate trends in higher education, and apply creative flair when translating this intelligence into innovative service delivery.
• The ability to work collegially with the University Executive Board, Academic Board, senior academics, fellow Directors of Professional Services, the Operations Leadership Group, the Registrar’s Senior Management Group and other staff.
• Commercial acumen and an ability to engage successfully with the financial and market challenges of the local student accommodation sector.
• Strong organisational skills and the ability to determine priorities in the face of changing and competing demands and tight deadlines.
• The ability to control and manage large budgets and resources at a scale commensurate with the level of the role.
• The ability personally to write clear and persuasive Board-level papers and business plans and to use fact-based evidence as part of influencing skills.
• An ability to understand the University’s organisational culture and to operate within a complex, comprehensive and large scale University, understanding the expectations and subtleties of an organisation which functions on a decentralised model.
• An intelligent, flexible and proportionate approach to implementing regulation and a preparedness to take ownership in this area.
• The ability to engage effectively with the Students’ Union and the wider student body. / A
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Qualifications / A university degree / A
Experience / • Significant experience at a senior and strategic level within a large, complex organisation, ideally within the HE sector.
• Demonstrable change management skills and a track record in leading and implementing complex and large-scale change.
• Demonstrable experience of creating a culture of continuous improvement.
• Proven track record of showing major influence at institutional and wider levels.
• Proven experience of policy and process development and successful implementation at an institutional or wider level. / A
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Managing people / • Excellent leadership skills, with the ability to lead high-volume, high-quality and diverse teams, adopting a collaborative style whilst holding senior members of staff to account. / A, I
  • Senior Staff Salary
  • This is a full time post
  • The annual leave entitlement is 30 days per annum. In addition, to the eight Bank Holidays, there are university discretionary days between Christmas and New Year.
  • More information about the department/school can be found here Professional Services Departments or here Academic departments (schools and colleges)
  • Read the University’s 2016 - 2021 Strategy
  • The University has an attractive range of benefits and you can find more information about them on our website.

April 2018.