Student Services Manager

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. It's the reason we're one of the top 20 universities in the world and a member of Australia's prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you're in the right place.

• Employment Type: Full Time (35 hours week)
• Duration: Fixed term till May 2025
• Remuneration: From $106K + 17% Super and leave loading
• Location: Kensington (Hybrid Flexible Working)

Why Your Role Matters:
As the Student Services Manager (SSM) you will be responsible for the efficient and effective delivery of Student Services and key administrative processes within a shared Student Services model. Whilst understanding that each team has a distinct program specialist focus, the SSMs will work together across the Nucleus: Student Hub and in partnership with faculties to ensure that Student Services across the University are focused on stakeholders and aligned with the University's strategic goal to improve the student experience.
This role is also responsible for delivering the training, supervision and development of team members to ensure a high-quality student experience in line with agreed service level agreements.
Who You Are:
Level 7

• A tertiary qualification with a depth of subsequent relevant experience or an equivalent level of knowledge gained through any other combination of education, training and/or experience.
• 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.
• Excellent written and verbal communication skills with the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audience.
• Ability to improve customer service by identifying critical activities, redesigning processes, and establishing short/long term priorities for continuous improvement.
• High level proficiency in Microsoft applications and demonstrated ability to learn and implement new systems. Experience using a student management system would be highly regarded. safety training.

Level 8 (in addition to Level 7 duties)

• A degree with substantial extension of the theories and principles or equivalent level of knowledge gained through any other combination of education, training and/or experience.
• 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.

Benefits and Culture:
UNSW offer a competitive salary and access to a plethora of UNSW-perks including:​

• 17% Superannuation and leave loading​
• Flexible working ​
• Additional 3 days of leave over the Christmas Period​
• Access to lifelong learning and career development ​
• Progressive HR practices​

More information on the great staff benefits and culture can be found
How to Apply:
Make each day matter with a meaningful career at UNSW. Submit your application online before the Sunday Jan 21 at 11:55pm. Your application should include your CV and a cover letter addressing the selection criteria outlining your suitability. A copy of the Position Description can be found on JOBS@UNSW.
Get in Touch (for job related queries only - applications will not be accepted if sent to the contact listed):
Kim Symons - Talent Acquisition Consultant
E:
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.