Process Improvement and Training Manager

Transcription

1 Process Improvement and Training Manager Job Reference: 8443 Department: Student Experience Directorate Grade/ Salary: Grade 7 38, , Contract Type: Permanent Hours: Full Time Location: New Cross, London Closing date for applications: November 5 th 2018 Interviews: November 20 th 2018 Goldsmiths Goldsmiths, University of London is a world-leading centre of educational excellence where ground-breaking research meets innovative teaching and thinking. We're looking for inspiring and talented people to help build on our global reputation while also growing personally in a true learning organisation. 1 Goldsmiths, University of London, New Cross, London, SE14 6NW

2 Student Experience Directorate Process Improvement and Training Manager (Student Administration, Registry) Goldsmiths Goldsmiths, University of London, is proud of its reputation for innovative and challenging thinking across its wide range of disciplines. One of its major strengths is its interdisciplinary ethos - the way in which departments, centres and units interrelate to offer new perspectives and insights. Goldsmiths aims to be a true Learning Organisation. Staff are encouraged to be ambitious, committed to the learning and development of themselves and others, keen to work across conventional boundaries, and driven by the desire to play their part in the delivery of an excellent student and staff experience. The Professional Services play a key role in delivering Goldsmiths Strategic Plan, which rests upon four pillars knowledge production, student experience, London and the World, and financial sustainability. Professional Services support knowledge production through a framework of professional support to the academic departments, enhancing the staff experience and supporting the research endeavours that have impact all over the world; enhance the student experience through co-curriculum activities and direct services that offer (for example) pastoral, wellbeing and financial support; help ensure that the Goldsmiths community is well placed to serve and contribute locally in London and across the world, through a communication strategy supported by professionals who can relay the Goldsmiths mission to prospective and current students, our alumni, and to prospective staff; and, through all of these activities, combined with a focus on highly effective ways of working, contribute to Goldsmiths' long-term financial sustainability. Goldsmiths Professional Services work collaboratively with each other and with academic colleagues and the Students Union to deliver effective systems, processes and staff development opportunities to serve the College to the highest professional standards and ensure it has the support structures and systems in place to thrive. 2 Goldsmiths, University of London, New Cross, London, SE14 6NW

3 The Directorate The student experience is at the centre of everything we do here at Goldsmiths. Whether it be through our research inspired teaching, an ever innovative curriculum or vibrant extracurricular and support offering, we have an unshakeable commitment to improving the experience of our diverse population. The Student Experience Directorate (SED) is the part of Goldsmiths Professional Services that leads on the development and provision of outstanding student facing services. The directorate is responsible for ensuring that every student at Goldsmiths has an excellent student experience. The Directorate is made up of five areas: 1. Student Recruitment 2. Student Administration 3. Student Support Services 4. Library Services 5. Careers & Employability Working collaboratively the directorate aims to attract the best talent possible to Goldsmiths, to steward them through from enquiry to application and enrolment, and the subsequently into their student experience and to support them to be successful students and graduates. The team coordinates a full suite of co-curricular activities in order to develop and support our students and works in partnership with our academic departments. 3 Goldsmiths, University of London, New Cross, London, SE14 6NW

4 The Department Student Administration is made up of two teams: The Registry Operations Team, who focus on the student-centred day-to-day and business as usual activities of Student Administration such as enrolment, student fees processes, student records maintenance and student assessment. Where these processes are devolved the Team provide support and advice to colleagues across the University and lead training and process continuous improvement and periodic reviews. The Student Systems and Data Team comprises of a single unit which develops, maintains and supports the primary student-focussed, business-critical systems that underpin student administration processes across the University. They work closely with colleagues in the Registry Operations team and elsewhere to ensure that both statutory and process review requirements are delivered effectively and are informed by systems improvements. The Role We are seeking an exceptional student administration professional with knowledge and expertise in process improvement, business enhancement and training to help us drive forward the transformation of education administration processes and systems at Goldsmiths. The primary purpose of the role is to work to embed a culture of continuous improvement across Goldsmiths in order to enable the College to respond to changing student needs and expectations and to enable the College to deliver an outstanding experience for all students. The role holder will be responsible for leading and managing process improvements designed to support operational effectiveness and enhanced ways of working. The role holder will lead on reviewing education administration processes throughout the full student life cycle in order to identify process fixes and efficiencies to business critical systems and Student Administration processes. 4 Goldsmiths, University of London, New Cross, London, SE14 6NW

5 The role holder will take responsibility for coaching and training staff members in the use of new systems and processes and will be responsible for developing a suite of resources to provide targeted support, information and guidance to colleagues across the professional and academic services. The role will involve close collaboration with Departments and Professional Services to ensure the continuous improvement and enhancement of student records administration at Goldsmiths. Reporting to Head of Registry Operations Generic Duties: Actively contribute and engage with the aim of the continuous improvement of student-related data quality and integrity. This includes working collaboratively with colleagues across the Student Administration and the wider University community to ensure data is accurate and consistent and enables reporting across systems. Proactively work with colleagues across the Directorate and throughout the University to ensure a cohesive, effective, and informed Student Experience service and teams. To promote the activity of Academic Administration and the SED by building effective relationships with internal stakeholders. Support and contribute to the delivery of the SED frontline services including advice and guidance through Student Advice and Information Desk as required and attendance at events including Open Days, graduation ceremonies, and corporate events. At all times to comply with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018, and College and Service information handling procedures. 5 Goldsmiths, University of London, New Cross, London, SE14 6NW

6 At all times to carry out your responsibilities with due regard to the College Code on Equality and Diversity. At all times to help maintain a safe working environment by attending as necessary and following the College s Health and Safety Codes of Practice and Policy. In addition you will be required to undertake any other duties as may reasonably be required. Specific Duties: Lead a range of enhancement projects through all elements of a review including, scoping; identification of potential opportunities; design of new ways of working; planning and project management; and ensuring realisation of benefits through effecting operational change. Lead process improvement development, in collaboration with colleagues, ensuring requirements are met and processes are documented and shared, as appropriate. Undertake stakeholder engagement, analysis and management in order to identify needs and to manage expectations. Ensure regular communication with stakeholders and produce regular progress reports for senior management, as agreed. Produce compelling arguments for change based on thorough analyses of needs and reviews of existing processes. Present the rationale for change in a comprehensive and accessible manner, through the production of robust and accurate reports and project proposals, and through clear and concise presentations to key stakeholders. Work collaboratively with staff across the College, building effective working relationships to inform and support continuous improvement and enhancement of processes. Provide support for Academic Departments to assess and redesign internal processes and ways of working where appropriate. 6 Goldsmiths, University of London, New Cross, London, SE14 6NW

7 Monitor, review and evaluate process changes and ensure that benefits are realised. Promote the use of lean methodologies to support continual improvement and enhancement of student education administration across the College. Take responsibility for the development, maintenance and continuous review of training materials relating to business critical systems this might include processes managed outside of the Registry. Utilise innovative methods to develop and deliver engaging and accessible resources and training programmes to support staff and management in effective and efficient student education administration. Take responsibility for training, mentoring and coaching academic and Professional Services staff in student education administration systems, processes and procedures. Work closely with colleagues in IT Services and the Strategic Projects Office to successfully implement and deliver transformational change projects across the College. Participate in relevant College working groups. Make use of professional networks to maintain awareness and knowledge of sector good practice and attend conferences or training events where appropriate. Deliver an outstanding service to colleagues across the College and respond in a timely and professional manner to requests for support or assistance. Ensure that you are aware of, and aligned to, Goldsmiths Regulations, Strategy, and objectives to work together to proactively advance Equality and Diversity. 7 Goldsmiths, University of London, New Cross, London, SE14 6NW

8 Person Specification Detailed below are the types of qualifications, experience, skills and knowledge which are required of the post holder. Selection will be made upon evidence of best-fit within these criteria. The Essential criteria sections show the minimum essential requirements for the post, therefore if you cannot demonstrate in your application you meet the essential criteria categorised below, you will not be invited to interview. The Desirable criteria sections show additional attributes which would enable the applicant to perform the role more effectively with little or no training. The Category column indicates the method of assessment: A = Application form C = Certificate I = Interview R = Reference T = Test P = Presentation Essential Criteria 1 - Qualifications First degree/equivalent professional qualifications or significant relevant work experience gained in a series of progressively complex roles. Desirable Criteria 1 - Qualifications Relevant postgraduate or professional qualification (eg lean, Six Sigma etc). Training, coaching or mentoring qualification. Essential Criteria 2 - Experience Experience of leading process improvements within a complex organisation. Proven experience of delivering positive change to ways of working, either through change projects or extensive operational experience. Experience of working within student administration in higher education. Category A, C A, C A, C Experience of using student records systems, in particular Unit-E, Columbus, SITS etc. 8 Goldsmiths, University of London, New Cross, London, SE14 6NW

9 Proven experience of developing training resources and delivering successful workshops, training, and coaching. Experience of utilising innovative methods to develop and deliver accessible and engaging training to support staff at all levels of an organisation. Desirable Criteria 2 - Experience Experience of successfully leading process improvements within the UK higher education sector. Essential Criteria 3 Knowledge Knowledge of process improvement methodologies (eg lean, Six Sigma etc). Knowledge of the UK higher education sector and an understanding of the complexities and challenges facing the sector. Desirable Criteria 3 - Knowledge Knowledge of student records systems (eg Unit-E, Columbus, SITS etc) Essential Criteria 4 - Skills Excellent written communication skills, with the ability to produce concise and accurate written documentation, reports and project proposals for all levels of seniority. Excellent verbal communication and interpersonal skills, with the ability to relay complex information in an accessible way. Strong presentation skills and the ability to facilitate workshops and training events. Ability to independently structure, analyse and summarise findings, and present courses of action and own opinions in a confident and well-evidenced manner. Excellent interpersonal skills and the ability to manage stakeholders effectively at all levels within an organisation. Able to work from own initiative and to work independently, without supervision, seeking guidance and advice from management when necessary. Ability to motivate and influence others in order to successfully embed change across a team or organisation. Excellent problem solving skills and a solutions-focussed outlook. Category 9 Goldsmiths, University of London, New Cross, London, SE14 6NW

10 Excellent IT skills and a good working knowledge of different software packages, systems and databases (eg MS Word, Excel, Outlook, Project, Visio etc). Good timekeeping and organisational skills and the ability to manage a changing and varied workload to meet deadlines. Additional Attributes A commitment to professionalism and the delivery of a high quality service at all times. Enthusiasm and a commitment to personal professional development. Category Please also note that where qualifications are required, employment is conditional on the verification of them. Qualifications (must be original documents) will be checked on the first day of appointment. For more information about the role, please contact Alix Poulton, a.poulton@gold.ac.uk 10 Goldsmiths, University of London, New Cross, London, SE14 6NW

11 Summary of Benefits If you choose to work with us, you ll become part of a learning organisation that is committed to professional and personal development, with a comprehensive and innovative staff development programme. You ll also have access to frequent lunchtime and evening talks, seminars and performances, and annual performance and development reviews. Our other benefits include: Competitive salary Working in Zone 2, with fantastic transport links and interest free travel to work loans Excellent annual leave entitlement plus additional closure days at Christmas and Easter Membership of USS or LPFA pension scheme Access to exclusive discounts, including high street retailers Maternity, paternity and adoption leave and pay and tax efficient childcare voucher scheme Contractual sick pay provision Free eye tests Wellbeing initiatives including the Chaplaincy and Staff Choir On-site dining facilities and gym Access to University of London facilities such as Senate House Library Further information For more information about Goldsmiths, please visit: We can supply information in alternative formats for people with a visual impairment or dyslexia. For this please contact hr@gold.ac.uk,or visit Thank you for your interest in working with us, we wish you all the best with your application. 11 Goldsmiths, University of London, New Cross, London, SE14 6NW