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Manager of Student Services and Policy
2 months ago
Manager of Student Services and Policy In collaboration with other relevant roles, the Manager of Student Services and Policy will oversee student advising and the implementation of student policies for the College of Arts & Humanities. The individual in this position will be responsible for supervising the administrative support team dedicated to the advising function and for managing and critically assessing the policies and procedures that constitute student governance frameworks. Guided by the Arts & Humanities Strategy, this role is accountable for ensuring high-quality service delivery and plays a crucial role in shaping the future of the learning, teaching, and student experience services within the College. College of Arts & Humanities Advising Service The College Advising service is managed by the Dean of Learning & Teaching & Student Experience and serves as the centralized support function for students within the College of Arts & Humanities. This service includes several academic advisers, led by a Chief Adviser of Studies, and is supported by the Advising Support Team managed by the Manager of Student Services and Policy. The Advising Service's responsibilities are diverse, encompassing support for students prior to arrival, registration, enrollment, and orientation for first and second-year students, as well as guidance on curriculum choices and wellbeing support. The service also facilitates processes related to student progression throughout their degree programs. Main Duties and Responsibilities 1. Enabling the achievement of the College of Arts & Humanities strategic goals for learning, teaching, and student experience. 2. Collaborating with other Student Services roles to lead and manage the provision of advice and support for prospective, new, and continuing students in conjunction with the Chief Adviser and academic advising team, as well as other college and university teams. 3. Addressing student-related inquiries and requests for guidance from academic and professional services staff across the College. 4. Interpreting and applying university and College regulations to support student progression at both undergraduate and postgraduate levels. 5. Working with relevant teams to develop student-related communications and online content. 6. Promoting student retention and success by implementing effective case management systems to monitor progress and intervene when necessary. 7. Providing guidance on the interpretation of university regulations and College policies, including delivering relevant training to professional services, academic staff, and other internal audiences. 8. Critically assessing existing student-related policies and processes to ensure efficiency and continuous improvement, managing change as necessary. 9. Maintaining a comprehensive overview of the service with a focus on enhancing the student experience and recommending improvements based on student success data and feedback. 10. Contributing to the establishment and review of effective governance structures for student-related matters. 11. Supporting formal College committees and other forums relevant to learning, teaching, and student experience. 12. Participating in college and university project groups. 13. Ensuring the accuracy and integrity of student records and case histories, while adhering to regulatory and university policies for managing personal and confidential data. 14. Overseeing staff performance and development, promoting flexibility to ensure service resilience and knowledge sharing. 15. Delivering excellent customer service, including in-person interactions, and contributing to the development of a culture of service excellence across the broader Student Services unit. 16. Collaborating with relevant central University units to manage key risks, including compliance with student visa and immigration policies, obligations under the Equality Act 2010, and health and safety legislation. 17. Effectively managing data and records related to all aspects of the student journey. 18. Undertaking any other duties reasonably assigned by the Line Manager.
Knowledge, Qualifications, Skills and Experience Knowledge/Qualifications Essential: A1 Either:
Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different roles.
Or:
Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).A2 Extensive knowledge of developing, operating and critically reviewing administrative systems.
A3 High degree of computer literacy, including familiarity with databases and spreadsheets.A4 Knowledge of administrative and support systems, process design and improvement.
Desirable: B1 Knowledge of university procedures and policies including learning and teaching, quality enhancement and assurance processes and initiatives to deliver an excellent student experience.
Skills Essential :
C1 Proven organizational skills, including the ability to manage multiple projects simultaneously.
C2 Highly effective leadership and management skills and ability to work independently, setting own priorities and those within a team.
C3 Excellent interpersonal communication and influencing skills and the ability to cooperate with colleagues across organizational boundaries.C4 Ability to challenge the status quo effectively and with a focus on continuous improvement.
C5 Proven track record of leading change, applying strategic thinking and planning skills and implementing process improvement delivery across a complex organization.
C6 Excellent analytical skills and problem-solving capability.C7 Proven track record of successful project management.
C8 Ability to deliver under pressure, to meet tight deadlines and the ability to maintain momentum in the face of challenges and setbacks within a complex organizational structure.
Experience Essential :
E1 Significant experience of demonstrating high levels of autonomy within a student-facing, or equivalent customer-focused, environment within a complex matrix organizational structure.
E3 Demonstrable prior experience of providing high-quality advice, guidance, and data analysis to others on governance, compliance, and service delivery matters.
E4 Significant experience of initiating and working collaboratively to implement and manage change. Desirable F1 Previous administrative experience within Further or Higher Education.F2 Experience of using a student records or other customer inquiry management system.
