Consultancy Service Excellence Manager

2 months ago

Glasgow, Glasgow City, United Kingdom University of Glasgow Full time
Job Purpose

The Academic Consultancy Officer will lead on delivery and continuous improvement of the processes, procedures, and systems underpinning the Academic Consultancy Service to ensure service excellence, portfolio growth, and support strategic management of the University's Academic Consultancy activities.

The role holder will build and maintain strong and productive relationships with a diverse range of stakeholders, including academics, other university services, senior management, and external clients, to ensure a professional, efficient, and inclusive/accessible support function that drives the reputation and success of the Academic Consultancy Service internally and externally.

Main Duties and Responsibilities

  1. Leading high-level operational management of the University's Academic Consultancy portfolio to proactively support delivery of the University's strategic objectives for Academic Consultancy, using initiative and judgement to act independently and on behalf of the broader Academic Consultancy team where appropriate.

  2. Providing effective oversight and financial management of all consultancy budgets within the University portfolio, working closely with the Academic Consultancy Managers, Contract Managers, and Finance Consultancy team, to provide specialized advice and resolve complex issues.

  3. Building relationships and maintaining an effective network with relevant colleagues across the organization and speaking with and conveying authority on the subject to all stakeholders engaging in University Academic Consultancy activities.

  4. Leading the Academic Consultancy portfolio management system and reporting tools and working with the Academic Consultancy Managers to ensure compliance with fiscal regulations, risk obligations, and data management best practice.

  5. Producing and distributing regular operational reports and compiling and analyzing large data sets into comprehensive evidence-based reports, using these to recognize trends and draw conclusions to deliver robust management information and recommendations for future service delivery.

  6. Managing project administration, such as consultancy project forms, supplier setup forms, provision of banking information, and other related duties as reasonably required.

  7. Administering the Academic Consultancy budget.

  8. Working with the broader Academic Consultancy team, continually monitoring, reviewing, and implementing changes to systems to enhance the operational efficiency and effectiveness of consultancy processes, procedures, and systems.

  9. Assisting with business development initiatives and gathering feedback on service experience to inform continuous quality improvement.

  10. Leading the organization of reputationally important pan-university Academic Consultancy events, workshops, and training programs to grow academic engagement.

  11. Supporting the development and maintenance of the Academic Consultancy webpages.

  12. Any other duties that arise from time to time as directed by the manager or nominee.

  13. Engaging in reasonable professional development activities as appropriate.

Knowledge, Qualifications, Skills, and Experience

Essential:

  1. Able 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 role.

  2. Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

  3. Detailed knowledge of financial processes, systems, and budgeting in a large organization.

  4. Detailed knowledge and understanding of interrogating and maintaining databases.

Desirable:

  1. Knowledge of higher education.

Skills:

  1. Excellent customer service and communication skills, both written and verbal, with the ability to interact and collaborate effectively with a range of stakeholders.

  2. Ability to work calmly under pressure to manage a high volume of work to meet demanding deadlines, ensuring high accuracy and delivery to high standards.

  3. Effective planning, organizing, and prioritizing skills with the ability to adapt to changing priorities or requirements.

  4. Ability to work independently and proactively, displaying a high level of ownership, initiative, and responsibility to prioritize, problem-solve, and manage tight deadlines.

  5. Proven analytical skills to logically assess data and apply effective evidence-based approaches to decision making, process improvements, and problem-solving.

  6. Drive, enthusiasm, and a high degree of personal effectiveness and resilience.

  7. Proficient user of Excel, PowerPoint, Word, Outlook, Teams, Zoom, and similar online applications.

Desirable:

  1. Web editing skills.

Experience:

  1. Relevant work experience with above qualification, or evidence of progression and development gained through considerable relevant work experience.

  2. Experience of systems and analyzing data with a high degree of numerical accuracy.

  3. Demonstrable experience of customer service and interacting with confidence, diplomacy, and professionalism with internal and external colleagues and partners at the highest level.

  4. Experience of business process improvement.

  5. Experience of dealing with accounts and running enquiries on finance systems.

  6. Experience of administering budgets.

Desirable:

  1. Experience of working with data visualization/business intelligence software.

Terms and Conditions

Salary will be Grade 6, £32,332 - £36,024 per annum. This post is full-time (35 hours p/w) and open-ended. Relocation assistance will be provided where appropriate. As part of Team UofG, you will be a member of a world-changing, inclusive community, which values ambition, excellence, integrity, and curiosity. The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK. If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

As a valued member of our team, you can expect:

  1. A warm, welcoming, and engaging organizational culture, where your talents are developed and nurtured, and success is celebrated and shared.

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