Deputy Student Administration Manager (Programmes)

University of Stirling

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Deputy Student Administration Manager (Programmes)

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Post Details

Full time
Open ended

The closing date for applications is midnight on Thursday 14 December 2023

There is an expectation that work will be undertaken in the UK.

For the purposes of sponsorship, this is a role under SOC code 2429.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The Post

You will be based within Student Administration as part of Student and Faculty Operations (SFO) which brings together faculty-based professional services teams and related institutional services.

You will be a key member of the Student Administration management team and will work closely with the Student Administration Manager (Fees, Matriculation & Programmes) to deliver a high-quality service to students, academic staff and other key internal and external stakeholders.

Responsible for supporting the Student Administration Manager (Fees, Matriculation & Programmes) in leading, managing and developing a team, you will build operational resilience and foster a sense of continuous improvement. You will ensure the effective and efficient running of business processes and systems, ensuring compliance with regulatory and professional processes and standards.

A strong interest in current policy issues relating to higher education is desirable, together with a curiosity about how organisations work and develop. You will be expected to digest, organise and interpret complex information quickly and accurately and communicate with key stakeholders at all levels. A highly organised, responsive and flexible approach along with exceptional communication skills and the ability to manage multiple projects simultaneously is essential.

Establishing and developing relationships with key internal and external stakeholders is essential and working in a collaborative, solution focused way with colleagues, other professional services and academic staff will be a core aspect of your role.

Informal enquiries should be made to Dani Tovey Student Administration Manager (Fees, Matriculation & Programmes)

Description of Duties

Leadership and People Management

  • Lead and develop professional services staff to provide a customer-focused, high-quality service
  • Develop and review standards of service delivery and evaluate performance across the team, promoting a culture of equality and inclusivity
  • Foster a culture of continuous improvement, leading reviews to simplify processes and embed resilience; work with colleagues within the wider University to improve end-to -end services

Student Programmes Activities

  • Manage and develop student lifecycle administration focusing on continuous improvement of processes and procedures
  • Provide non-academic guidance, and ensure excellent service to students and academic staff
  • Undertake quantitative and qualitative analysis, evaluate, and provide comprehensive reports for the senior management team to enhance the operational delivery of Student Administration
  • Manage a range of student casework, providing advice and support to students as appropriate, coordinating with faculties and other services as necessary to ensure all cases are resolved swiftly
  • Manage research activities within the Student Administration (Programmes) team ensuring compliance with UKRI and audit requirements
  • Provide, manage and coordinate assessment and awards processes to ensure integrity and accuracy
  • Ensure students have a positive learning journey, support engagement, collaborate on induction planning and events, coordinate with central support services for integrated working and refer students to additional support when required
  • Liaise between faculties and partner institution colleagues on such matters as leave of absence, progression and programme transfers to ensure a coordinated student experience

Data Integrity, Risk Management and Governance

  • Manage processes for updating the student record where required for leave of absence, withdrawal from studies, programme changes and mode of attendance changes
  • Responsible for ensuring processes are in place to maintaining data integrity across the student record
  • Implement University policies ensuring effective and consistent delivery
  • Manage the development and maintenance of effective processes to enable required changes to the student record accurately and within agreed service levels
  • Coordinate and lead, as appropriate, student complaints, disciplinary investigations and reporting, data protection and freedom of information enquires
  • Lead and ensure appropriate arrangements are in place to support internal and external quality assurance processes and reviews
  • Work closely with the Student Administration Manager (Fees, Matriculation & Programmes) and senior colleagues to support business continuity and risk management planning
  • Develop and maintain knowledge and expertise in systems, policies and regulations associated, ensuring that these are operationalised as required and contribute to their ongoing development at university level

University Wide Activities

  • Lead and participate in specific projects on behalf of senior academic and professional services colleagues
  • Work flexibly and collaboratively, providing administrative support across the University to ensure co-ordinated and integrated approaches to the planning and delivery of services to students and other relevant stakeholders; willingness to work occasional non-standard hours

Please see the attached job description for a full list of duties and criteria.

Essential Criteria

Qualifications

  • Degree level or equivalent qualifications or equivalent professional experience

Knowledge & Experience

  • Proven track record of managing administrative processes within a fast paced, customer focused environment
  • Experience of staff leadership, management and development, demonstrated through team management experience
  • Experience of using a range of relevant IT packages, particularly Microsoft Office applications
  • Experience of managing sensitive/confidential issues with tact and diplomacy
  • Experience of working across organisational boundaries to achieve goals
  • Knowledge of data protection and equality legislation and an appreciation of the potential impact of this legislation on the duties of the role
  • Experience of managing budgets
  • Experience of servicing committees – preparing agendas, writing minutes and taking follow up action

Skills & Attributes

  • You will be highly motivated and take genuine pleasure in building relationships and working with others in order to improve services, solve problems, find innovative solutions, and develop colleagues
  • Exceptional organisational skills, resilience and ability to prioritise a demanding workload in a pressurised environment, while maintaining high standards of quality and accuracy
  • Ability to identify and respond to issues of importance to the Faculty/University on a pro-active basis, exercising sound judgement and resolving complex issues pro-actively
  • Creative and positive attitude with a commitment to providing a high-quality service with experience of setting service level standards
  • Excellent oral and written communication and interpersonal skills, including the ability to interpret and present complex information to a broad range of audiences
  • Ability to foster good relationships with all levels of internal and external stakeholders, using tact, diplomacy and influence when required

Desirable Criteria

Qualifications

  • A postgraduate and/or professional qualification
  • Evidence of ongoing leadership and management training and qualifications

Knowledge & Experience

  • Experience of managing student administration in Higher Education and/or up-to-date knowledge and understanding of the HE sector and issues relating to the student lifecycle and experience
  • Experience of working with complex administration systems (preferably Tribal SITS)
  • Experience or training in continuous improvement methodologies, business process review and/or implementing change projects
  • Experience of leading and managing a team through change

Behaviours and Competencies

The role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.

  • Managing self and personal skills
    Being aware of your own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.
  • Delivering excellent service
    Providing the best quality service to external and internal clients. Building genuine and open long-term relationships in order to drive up service standards.
  • Finding solutions
    Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.
  • Embracing change
    Being open to and engaging with new ideas and ways of working. Adjusting to unfamiliar situations, shifting demands and changing roles.
  • Using resources effectively
    Identifying and making the most productive use of resources including people, time, information, networks and budgets.
  • Engaging with the wider context
    Enhancing your contribution to the organisation through an understanding of the bigger picture and showing commitment to organisational values.
  • Developing self and others
    Showing commitment to own ongoing professional development. Supporting and encouraging others to develop their professional knowledge, skills and behaviours to enable them to reach their full potential.
  • Working together
    Working collaboratively with others in order to achieve objectives. Recognising and valuing the different contributions people bring to this process.
  • Achieving Results
    Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.
  • About Us

    Part of the Student, Academic, and Corporate Services (SACS) Directorate, Student and Faculty Operations (SFO) has a remit to design, lead and deliver an informed, effective, and integrated professional service for the five faculties, which in turn will benefit both the staff and student experience. SFO delivery ranges from strategic level support and resource planning and management for Deans, to the breadth and depth of the administration and technical service of learning, teaching and research in faculties, and the fluent management of the Student Administration lifecycle from enrolment to graduation.

    The University

    The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

    The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

    More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland’s University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University’s sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

    The University has twice been recognised with a Queen’s Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

    The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership.
    www.stir.ac.uk @stiruni

    Available documents

    • Grade 7 Deputy Student Administration Manager (Programmes) Job Description.docx

    Job number

    SERV01836
    Contract Type

    Open Ended
    Posting End Date

    14-Dec-2023
    Location:

    Stirling Campus
    Grade

    Grade7 £37,099-£44,263 p.a.
    Faculty/Service

    Student Academic and Corporate Services

    Post Details

    Full time
    Open ended

    The closing date for applications is midnight on Thursday 14 December 2023

    There is an expectation that work will be undertaken in the UK.

    For the purposes of sponsorship, this is a role under SOC code 2429.

    The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

    The Post

    You will be based within Student Administration as part of Student and Faculty Operations (SFO) which brings together faculty-based professional services teams and related institutional services.

    You will be a key member of the Student Administration management team and will work closely with the Student Administration Manager (Fees, Matriculation & Programmes) to deliver a high-quality service to students, academic staff and other key internal and external stakeholders.

    Responsible for supporting the Student Administration Manager (Fees, Matriculation & Programmes) in leading, managing and developing a team, you will build operational resilience and foster a sense of continuous improvement. You will ensure the effective and efficient running of business processes and systems, ensuring compliance with regulatory and professional processes and standards.

    A strong interest in current policy issues relating to higher education is desirable, together with a curiosity about how organisations work and develop. You will be expected to digest, organise and interpret complex information quickly and accurately and communicate with key stakeholders at all levels. A highly organised, responsive and flexible approach along with exceptional communication skills and the ability to manage multiple projects simultaneously is essential.

    Establishing and developing relationships with key internal and external stakeholders is essential and working in a collaborative, solution focused way with colleagues, other professional services and academic staff will be a core aspect of your role.

    Informal enquiries should be made to Dani Tovey Student Administration Manager (Fees, Matriculation & Programmes)

    Description of Duties

    Leadership and People Management

    • Lead and develop professional services staff to provide a customer-focused, high-quality service
    • Develop and review standards of service delivery and evaluate performance across the team, promoting a culture of equality and inclusivity
    • Foster a culture of continuous improvement, leading reviews to simplify processes and embed resilience; work with colleagues within the wider University to improve end-to -end services

    Student Programmes Activities

    • Manage and develop student lifecycle administration focusing on continuous improvement of processes and procedures
    • Provide non-academic guidance, and ensure excellent service to students and academic staff
    • Undertake quantitative and qualitative analysis, evaluate, and provide comprehensive reports for the senior management team to enhance the operational delivery of Student Administration
    • Manage a range of student casework, providing advice and support to students as appropriate, coordinating with faculties and other services as necessary to ensure all cases are resolved swiftly
    • Manage research activities within the Student Administration (Programmes) team ensuring compliance with UKRI and audit requirements
    • Provide, manage and coordinate assessment and awards processes to ensure integrity and accuracy
    • Ensure students have a positive learning journey, support engagement, collaborate on induction planning and events, coordinate with central support services for integrated working and refer students to additional support when required
    • Liaise between faculties and partner institution colleagues on such matters as leave of absence, progression and programme transfers to ensure a coordinated student experience

    Data Integrity, Risk Management and Governance

    • Manage processes for updating the student record where required for leave of absence, withdrawal from studies, programme changes and mode of attendance changes
    • Responsible for ensuring processes are in place to maintaining data integrity across the student record
    • Implement University policies ensuring effective and consistent delivery
    • Manage the development and maintenance of effective processes to enable required changes to the student record accurately and within agreed service levels
    • Coordinate and lead, as appropriate, student complaints, disciplinary investigations and reporting, data protection and freedom of information enquires
    • Lead and ensure appropriate arrangements are in place to support internal and external quality assurance processes and reviews
    • Work closely with the Student Administration Manager (Fees, Matriculation & Programmes) and senior colleagues to support business continuity and risk management planning
    • Develop and maintain knowledge and expertise in systems, policies and regulations associated, ensuring that these are operationalised as required and contribute to their ongoing development at university level

    University Wide Activities

    • Lead and participate in specific projects on behalf of senior academic and professional services colleagues
    • Work flexibly and collaboratively, providing administrative support across the University to ensure co-ordinated and integrated approaches to the planning and delivery of services to students and other relevant stakeholders; willingness to work occasional non-standard hours

    Please see the attached job description for a full list of duties and criteria.

    Essential Criteria

    Qualifications

    • Degree level or equivalent qualifications or equivalent professional experience

    Knowledge & Experience

    • Proven track record of managing administrative processes within a fast paced, customer focused environment
    • Experience of staff leadership, management and development, demonstrated through team management experience
    • Experience of using a range of relevant IT packages, particularly Microsoft Office applications
    • Experience of managing sensitive/confidential issues with tact and diplomacy
    • Experience of working across organisational boundaries to achieve goals
    • Knowledge of data protection and equality legislation and an appreciation of the potential impact of this legislation on the duties of the role
    • Experience of managing budgets
    • Experience of servicing committees – preparing agendas, writing minutes and taking follow up action

    Skills & Attributes

    • You will be highly motivated and take genuine pleasure in building relationships and working with others in order to improve services, solve problems, find innovative solutions, and develop colleagues
    • Exceptional organisational skills, resilience and ability to prioritise a demanding workload in a pressurised environment, while maintaining high standards of quality and accuracy
    • Ability to identify and respond to issues of importance to the Faculty/University on a pro-active basis, exercising sound judgement and resolving complex issues pro-actively
    • Creative and positive attitude with a commitment to providing a high-quality service with experience of setting service level standards
    • Excellent oral and written communication and interpersonal skills, including the ability to interpret and present complex information to a broad range of audiences
    • Ability to foster good relationships with all levels of internal and external stakeholders, using tact, diplomacy and influence when required

    Desirable Criteria

    Qualifications

    • A postgraduate and/or professional qualification
    • Evidence of ongoing leadership and management training and qualifications

    Knowledge & Experience

    • Experience of managing student administration in Higher Education and/or up-to-date knowledge and understanding of the HE sector and issues relating to the student lifecycle and experience
    • Experience of working with complex administration systems (preferably Tribal SITS)
    • Experience or training in continuous improvement methodologies, business process review and/or implementing change projects
    • Experience of leading and managing a team through change

    Behaviours and Competencies

    The role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.

  • Managing self and personal skills
    Being aware of your own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.
  • Delivering excellent service
    Providing the best quality service to external and internal clients. Building genuine and open long-term relationships in order to drive up service standards.
  • Finding solutions
    Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.
  • Embracing change
    Being open to and engaging with new ideas and ways of working. Adjusting to unfamiliar situations, shifting demands and changing roles.
  • Using resources effectively
    Identifying and making the most productive use of resources including people, time, information, networks and budgets.
  • Engaging with the wider context
    Enhancing your contribution to the organisation through an understanding of the bigger picture and showing commitment to organisational values.
  • Developing self and others
    Showing commitment to own ongoing professional development. Supporting and encouraging others to develop their professional knowledge, skills and behaviours to enable them to reach their full potential.
  • Working together
    Working collaboratively with others in order to achieve objectives. Recognising and valuing the different contributions people bring to this process.
  • Achieving Results
    Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.
  • About Us

    Part of the Student, Academic, and Corporate Services (SACS) Directorate, Student and Faculty Operations (SFO) has a remit to design, lead and deliver an informed, effective, and integrated professional service for the five faculties, which in turn will benefit both the staff and student experience. SFO delivery ranges from strategic level support and resource planning and management for Deans, to the breadth and depth of the administration and technical service of learning, teaching and research in faculties, and the fluent management of the Student Administration lifecycle from enrolment to graduation.

    The University

    The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

    The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

    More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland’s University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University’s sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

    The University has twice been recognised with a Queen’s Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

    The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership.
    www.stir.ac.uk @stiruni

    Available documents

    • Grade 7 Deputy Student Administration Manager (Programmes) Job Description.docx

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