Student Service Centre Manager Dubai Campus
UAE, United Arab Emirates
Job Description
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:
Summary of Key Duties and Responsibilities:
Education, Qualifications & Experience: These are the criteria on which the short-listing and recruitment selection will be made
Essential
Desirable
Special Factors Requirement to work at weekends or out of hours during peak periods, or as needed to ensure seamless service delivery
\xc3\xa2\xe2\x82\xac\xcb\x9cHow to Apply\' Interested applicants must submit via the Heriot-Watt on-line recruitment system a Cover letter describing their interest and suitability for the post and a fully up to date CV. At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team. Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community. Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all. The appointment is conditional upon successful completion of all Labour and Immigration formalities.
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 high-quality 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 high-quality 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 Campus-level and University-level committees.
- Represent the Dubai Campus for global SSC initiatives.
- Actively contribute to campus-wide and institution-wide 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 up-to-date 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 student communications related to the SSC.
- Assist with planning and implement enrolment and course registration activities.
- Resolve student issues in a timely manner; escalate matters to the Deputy Head of Registry and Academic Support as appropriate.
Education, Qualifications & Experience: These are the criteria on which the short-listing and recruitment selection will be made
Essential
- Educated to first degree level or equivalent, or equivalent practical experience in the workplace
- Experience of working within a similar environment as outlined above
- Ability to coach, motivate, assess and manage a team, including setting objectives
- Competent in the use of relevant IT packages
- Proven relevant experience in academic operations and administrative support which will have been acquired over a number of years, with a basic understanding of the relevant theory
- Good knowledge and understanding of relevant legal, statutory and governance applications and turning them into good practice
- Excellent interpersonal, influencing and presentation skills, able to understand and communicate complex issues effectively
- Demonstrable excellent customer service
- Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
- Experience of working closely with stakeholders across all levels of the organisation
- Ability to research, analyse and present complex information effectively with good attention to detail
- High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment
- Demonstrable professional and proactive approach
Desirable
- Experience working in Higher Education
- Experience as a cashier
- Experience working with Banner
Special Factors Requirement to work at weekends or out of hours during peak periods, or as needed to ensure seamless service delivery
\xc3\xa2\xe2\x82\xac\xcb\x9cHow to Apply\' Interested applicants must submit via the Heriot-Watt on-line recruitment system a Cover letter describing their interest and suitability for the post and a fully up to date CV. At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team. Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community. Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all. The appointment is conditional upon successful completion of all Labour and Immigration formalities.
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Job Detail
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Job IdJD1606999
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned