Description:
About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you're looking for a career where you can thrive, be challenged and do meaningful work, you’re in the right place.
Why Your Role Matters:
Based in the Nucleus: Student Hub, you will lead a team of program specialists focused on enhancing the UNSW student experience. As a Student Services Manager you will be responsible for overseeing the day-to-day operations of your team to ensure that student services and processes are delivered efficiently and effectively in line with service level agreements within a high volume and dynamic work environment.
We’re looking for someone who is passionate about building and developing a high performing team. If you are highly organised, thrive in a fast paced and changing environment and enjoy working collaboratively with diverse stakeholders to improve outcomes for students we want you!
Who You Are:
You will have a relevant tertiary qualification or equivalent level of knowledge and experience within student services experience alongside:
- Demonstrated commitment to providing excellent customer service, and a positive, flexible, and adaptable attitude, with a willingness to take on a wide range of tasks and adjust to competing and shifting priorities in a changing environment
- Extensive experience within the Higher Education student services and administrative environment and in the effective use of complex student systems and data reporting systems
- High level initiative, and proven ability to apply knowledge and expertise to resolve complex and sensitive issues effectively and develop practical solutions
- Excellent organisational skills with a proven ability to manage multiple competing tasks, establish priorities and meet deadlines, working both autonomously and collaboratively with diverse stakeholders in a shared student service model
- Proven experience of managing and developing a high performing team that drives innovation and continuous improvement in a fast-paced, changing business environment
- Demonstrated experience in managing the delivery of student services
- Ability to improve customer service by identifying critical activities, redesigning processes, and establishing short/long term priorities for continuous improvement.
- Demonstrated ability to interpret and communicate complex policies, and the ability to draft high-quality papers, reports, proposals, recommendations, business cases and policy and process documents
- Experience in communicating, influencing, and negotiating with internal and external stakeholders to ensure successful outcomes in line with the University’s goals and corporate governance
- Experience of budget management and in generating and analysing data
- Experience of developing and reporting on progress relating to service level agreements and other quality indicators
- Demonstrated experience in identifying critical process gaps in a diverse and complex business environment and developing wide ranging solutions to overcome inefficiencies.