Director, Operations

La Trobe University
November 26, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:3 Year Fixed Term
Working Time:Full time
Working type:N/A
Ref info:N/A
Director, Operations

Job No.: 566586

Work type: Fixed Term

  • Provide leadership of a small team and embed best practice in the management of the University's student visa program, to optimise enrolments
  • Lead the compliance and operations functions for recruitment and international operations
  • Provide strategic oversight of the Smart Contact Centre to drive insights to inform load forecasts
  • Full Time, 3 Year Fixed Term Appointment/Bundoora Campus
  • About the position

    Reporting to the Pro Vice-Chancellor, Recruitment and International Operations, the Director of Operations is responsible for La Trobe University's Recruitment and International Operations Division where you will hold a pivotal role in overseeing three critical areas: Visa Integrity and International Compliance, Recruitment Operations, and the Smart Contact Centre.

    Collaborating closely with the University's leadership, this role will be responsible for the strategic management of the University's student visa program, ensuring that it operates within the University's risk appetite while maximising student load. This includes leading the student visa integrity program, collaborating with recruitment leads, admissions, and GTE teams to implement targeted mitigation strategies, and refining settings to meet genuine student thresholds. This role will provide functional management, onboarding, and training to a distributed team of staff responsible for student visa assessment in Melbourne and offshore offices.

    This role will lead compliance and operations responsibilities within Recruitment and International Operations, encompassing training, delivery, and reporting of compliance responsibilities pertinent to the Division; provide strategic oversight of the Smart Contact centre, ensuring a seamless experience for prospective students, and driving insights to inform load forecasts.

    Duties at this level:

  • Apply a strategic approach to the management of the University's student visa program, to optimise enrolments.
  • Oversee the implementation of targeted mitigation strategies to continuously refine settings to meet genuine student thresholds.
  • Lead compliance responsibilities within Recruitment and International Operations.
  • Leadership of the Smart Contact Centre, development of staff capabilities and continuous improvement of processes.
  • Ensure the functions of the contact centre are seamlessly integrated into the domestic and international sales funnel.
  • Develop sophisticated insights and reporting for marketing and recruitment teams, and contribute to the load planning process.
  • Ensure business support functions operate efficiently, embedding a strong customer service focus across all areas of responsibilities.
  • Drive continuous improvement in service delivery, driving insights from operations to inform and enhance decision-making across the Division.
  • Skills and knowledge:

  • Extensive knowledge and skills with extensive and relevant experience in the Australian University sector, or a breadth of professional experience in industry; would commonly have achieved second or further degree level qualifications.
  • Ability to direct, lead and control the work of other managers.
  • A deep understanding of the international education policy and compliance context, student visa regulations and other related policies that impact the international education sector, with the capacity to stay updated on changes and draw conclusions on their impact for the University.
  • The capability to develop and execute a strategic plan for managing student visa programs and contact centre operations, aligning them with the university's broader objectives.
  • Strong interpersonal skills and the ability to collaborate effectively with recruitment leads, admissions, GTE teams, and other stakeholders to implement mitigation strategies and ensure alignment between operations and recruitment efforts.
  • Experience in managing and developing teams, both onshore and offshore, with a focus on fostering staff capabilities and promoting a culture of continuous improvement.
  • Expertise in overseeing and ensuring compliance with regulatory requirements, including training, reporting, and risk assessment within the context of international student recruitment.
  • Proficiency in data analysis tools and the ability to derive meaningful insights from data to inform decision-making, load planning, and marketing strategies. Knowledge of CRM systems and reporting platforms can be advantageous.
  • Please refer to the Position Description for other duties, skills and experience required for this position.

    Welcome to Bundoora campus – Please click on the video link below:

    https: //


  • 17% employer contributed superannuation
  • On site child care facilities
  • Flexible work arrangements
  • Discounts for staff and their family members to study a range of La Trobe courses
  • How to apply

    Closing date: Sunday 26th November at 11:55pm

    Position Enquiries: Dary Milani, PVC/Executive Director (Recruitment and International Operations), Email: [email protected]

    Recruitment Enquiries: Vicki Stavrou, Senior Talent Acquisition Business Partner, Email [email protected], Phone 03 9479 5191

    Position Description below:

    PD-Director, Operations.pdf

    Please submit an online application ONLY and include the following documents:

  • Cover letter;
  • An up-to-date resume and
  • Response to the Key Selection Criteria located in the position description.
  • Why La Trobe:

  • Develop your career at an innovative, global university where you'll collaborate with community and industry to create impact.
  • Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
  • Help transform the lives of students, partners and communities now and in future
  • All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.

    Trobe's Cultural Qualities:

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