Learning & Teaching Senior Programme Administrator

**Job Purpose**
We are currently looking for a Senior Programmes Administrator to join the School of Education during a period of significant growth and investment for the school. The role will support the administrative delivery of the Schools Taught Programme portfolio. They will ensure the effective implementation of process and policy across the portfolio and provide expert knowledge and advice to key stakeholders. They will be required to make key operational decisions in support of the administrative teams and the Programmes Manager. They will play a key role in contributing to a culture of continuous improvement.

**Main Duties and Responsibilities**
1. Provide high-quality and wide-ranging administrative support and guidance to the Programme Teams, working closely with the Learning and Teaching Programmes Manager, other Team Leaders, Programme Leads and Course Coordinators.
2. Provide authoritative advice and guidance to Programme Leads on operational support and progress, building excellent relationships and communication.
3. Act as an escalation point for Programmes Assistants and Administrators, resolving issues without the need for further escalation.
4. Manage all aspects of the administration of the programmes to ensure the effective and efficient delivery of operational excellence, working in partnership with colleagues across the school.
5. Responsible for planning and prioritising the work of the Programmes Administration team and undertake staff supervision duties.
6. In partnership with key academic and professional services colleagues, develop, design and implement School policies and procedures ensuring compliance with university regulations.
7. Identify and make recommendations on changes to internal processes and procedures which will enhance service delivery, whilst meeting internal and external expectations.
9. Using available tools, monitor and review service levels and quality of work to ensure a high standard of customer service to all stakeholders.
10. Oversee the implementation of process reviews, and changes in policy to maximise the efficiency of the Learning and Teaching Operations Team and ensure compliance.
12. Ensure there is an effective and proactive system in place to respond to student and staff enquiries, providing excellent customer service and using a range of communication tools to disseminate information in the most appropriate format.
13. Responsible for a cross school key operational activity based on the current needs of the School and the Learning and Teaching strategy.
14. Interrogate, manipulate and interpret complex data to create actionable insights, using the results to inform high quality decision-making across the School’s learning and teaching administrative workstream.
15. Exercise empathy, initiative, and judgement, proactively managing relationships with both internal and external stakeholders to create an adaptive customer experience.
16. Undertake any other duties as assigned by the Programmes Manager and/or Student Operations Manager

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this post, having acquired the necessary knowledge and skills in a similar role, or:

A2 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.

**Desirable**:

B1 Process Improvement or Project Management experience
B2 Knowledge of University software packages (Moodle, Qlikview, MyCampus, CMIS.) B3 Knowledge of Further/Higher Education policies and procedures.

**Skills**

**Essential**:

C1 Excellent organisational and planning skills with the ability to use own initiative and exercise independent judgement under pressure in order to meet tight deadlines.
C2 Ability to positively affect/influence the performance and motivation of others
C3 Effective communication and influencing skills, both verbal and written, to interact and collaborate effectively with a range of stakeholders including diverse functional areas and cultures.
C4 Ability to quickly embrace and learn new concepts, techniques or methodologies.
C5 Ability to handle confidential and sensitive matters with absolute discretion.
C6 Ability to work closely with, and influence, senior and external stakeholders.
C9 Ability to plan, organise and prioritise effectively the work of others, supporting a team to deliver work to a high standard and within set timeframes
- based approaches to decision making and process improvements.
C11 Personal style compatible and consistent with University Values and Glasgow Professional Behavioural Framework.

**Experience**

**Essential**:

E1 Relevant experience in a similar role
E2 Proven supervisory skills
E3 Proven ability to develop and provide strong customer service to a range of stakeholde