Head of Registry Services

Job Title: Head of Registry Services (Associate Academic Registrar)
Contract length: Permanent
Grade: Individual Contract
Accountable to: Academic Registrar

**Salary**: £70,000 - £80,000
FTE: 1.0 FTE/ 35 Hours per week
Location: High Holborn and other sites
College/Service: Academic Registry

Purpose of Role:
Reporting to the Academic Registrar this new role will lead and drive the Registry Services through continuous improvement in the effectiveness, efficiency and quality of processes, and service delivery to students, academic teams, the wider University and external partners.

The post-holder is part of the Academic Registry SMT and will have a particular focus on collaborating with other stakeholders to build consistency and ensure a seamless efficient service by setting and maintaining a high performance culture focused on student experience across the colleges.

The post will also act as a Deputy to the Academic Registrar on engagement and change initiatives across Registry Services impacting University wide and external partners.

Duties and Responsibilities:
Partnerships & Collaboration:

- Provide oversight of all Registry Services strategies, goals and priorities, including the provision of a holistic view of all services and their overarching quality and standards, plus the visibility of progress to improvements, highlighting significant risks and issues to delivering the Service.
- Communication of agreed priorities and ways of working relating to tactical synergies, alliances across teams and customer service standards into the organisation and within the Academic Registry teams.
- Lead on showcasing and celebrating the successes from the Service area, with a focus on explaining how value has been added from a user’s perspective.
- Work with senior partners and stakeholders to identify and embed a continuous improvement culture in the team that will provide an efficient and effective customer focussed service.
- Develop strategies and ensure improvements are identified and tracked, demonstrating the value achieved through delivery of the customer focussed roadmaps.
- Work with the Academic Registrar to resolve conflicting priorities and complex problems which might have an impact on the delivery of the Service strategy.

People:

- Build and develop a highly-skilled and effective workforce that is ambitious in delivering high quality services to students and staff covering all aspects of student administration from the point of enrolment to final exam boards, in line with University policies, processes and procedures, and including day to day problem solving and decision making on operational matters. This will include making decisions on individual student cases in relation to exceptions to rules on, for example, enrolment.
- Develop the multi-disciplinary teams to be fully embedded in the needs of the service, understanding the customer standards and implement a customer service approach to delivery by staff, including methods to listen to customer needs, and embedding a customer service culture across the service. This will include partnering with key stakeholders including PVCs/Heads of College, Directors of College Administration, and University Service Directors as appropriate.
- To develop, and maintain, a set of performance indicators for the work of the Registry Services team. This will include considering existing available data, and making decisions on whether new data should be gathered, and analysing its efficacy in terms of the improvement culture and customer focussed ethos of registry services.

Service Delivery:

- Lead and champion a customer focussed approach within service delivery across Academic Registry
- Work collaboratively with Academic Registry colleagues in the development of University wide policies, processes and procedures in all areas of business, with responsibility for identifying, developing and delivering changes to processes and procedures.
- A particular focus should be on developing a continuous improvement culture where staff can contribute to innovation and improvement, and ensure good partnership with those using the services, be they students or staff. This will include partnering with key university and college leaders in exploring and negotiating the implications of changes for their areas of operation.
- Work closely with theAcademicRegistrar and other service heads to ensure the services
delivered to students and staff support the University’s strategic priorities.
- Working closely with Heads of Academic Registry to provide strategic solutions to services provided
- Work with the Head of Course Support to ensure a seamless service between course support and student administration in each college.
- Work with the Head of Assessment and Quality to ensure high quality delivery of assessment administration, and excellent working relationships with the college based quality teams, in line with University policies, processes and procedures. This