Job Purpose
Student Services Manager (Advising and Policy)
In partnership with other cognate roles the Student Services Manager (Advising and Policy) will manage student advising and student policy delivery for the College of Arts & Humanities. The role holder will be responsible for overseeing the administrative support team for the advising function; and of managing and critically reviewing the policies and procedures forming student based governance frameworks. Informed by the Arts & Humanities Strategy 2023-2028, the role is accountable for the quality and professionalism of service delivery and is integral to the future shape of the learning, teaching and student experience service in the College.
College of Arts & Humanities Advising Service
The College Advising service is overseen by the Dean of Learning & Teaching & Student Experience and is the centralised student support function for the College of Arts & Humanities. There service comprises a number of academic advisers, led by a Chief Adviser of Studies; and is supported by the Advising Support Team which is managed by the Student Services Manager (Advising and Policy). The duties of the Advising Service are wide-ranging and include student support pre-arrival, registration, enrolment and orientation support for Year 1 and Year 2 students, curriculum choice advice and wellbeing support. The service also supports processes relating to student progression through their degree studies.
Main Duties and Responsibilities
1. Enabling the delivery of the College of Arts & Humanities strategic objectives for learning and teaching and the student experience.
2. In partnership with other Student Services roles, leading and managing the provision of advice and support for prospective, new and continuing students in conjunction with the Chief Adviser and academic advising team and other college and university teams.
3. Responding to student-related enquiries and requests for advice from other academic and professional services staff across College.
4. Interpreting and applying university and College regulations to support student progression through their university studies at undergraduate and postgraduate level.
5. Collaborating with relevant teams on the development of student-related communications and online content.
6. Enabling student retention and success by implementing effective student case management systems to oversee progress and intervene when student cases require escalation.
7. Providing guidance and support on the interpretation of university regulations and College policy and the purpose of the advising service. This includes delivering relevant training to professional services, academic staff and other internal audiences.
8. Critically evaluating existing student-related policies and processes, ensuring efficiency and continuous improvement of practices, managing change as required.
9. Maintaining a critical overview of the service with improved student experience in mind and recommending improvements to systems based on student success data, the student voice and other priorities arising from the College Strategy.
10. Contributing to the delivery and review of effective governance structures for student-related matters.
11. Managing support for formal College committees and other forums relevant to learning and teaching and student experience matters.
12. Contributing to college and university project groups.
13. Ensuring the accuracy and integrity of student records and student case history, ensuring the application of appropriate technology and compliance with regulatory and university policies for managing personal and confidential data.
14. Managing staff and staff performance as well as team development; and promoting flexibility to ensure service resilience and sharing of knowledge and best practice.
15. Managing the delivery of an excellent customer service (including ‘in- person' service) and contributing to the development of a service excellence model and culture across the broader Student Services unit.
16. Collaborating with relevant central University units to ensure key risks are managed including but not limited to compliance with student visa and immigration policy, obligations arising from the Equality Act 2010 and health and safety legislation and policy.
17. Effectively and appropriately managing data and records relating 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 organisational 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 co-operate with colleagues across organisational 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 organisation.
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 organisation 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 organisational structure.
E2 Significant experience of managing and developing colleagues and teams and of managing staff performance.
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 enquiry management system.
Please note that as part of your application you must address and demonstrate how you meet EACH of the essential/desirable criteria. If you do not address each criteria in the format explained above, you will NOT be shortlisted for interview. Other The University is engaged in a programme of transformation of processes and alignment of functions. While this may lead to some elements or aspects of the above changing, it will not change the substantive aspects of the role.
Terms and Conditions
Salary will be Grade 7, £39,347 - £44,263 per annum.
This post is full time (35 hours per week) and open ended (permanent).
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.
Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https: // www. gov.uk/skilled- worker-visa.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https: // www. gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https: // www. gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https: // www. gla.ac.uk/explore/jobs/ for more information.
Vacancy Ref : 147854 Close Date : 02-Jul-2024 23:45