TEAM LEADER STUDENT AND PROGRAM SUPPORT SERVICES POSITION DESCRIPTION

Transcription

1 Position Title: Team Leader Student and Program Support Services Position Number: NEW Classification: HEO8 No. Direct Reports 7 FTE: Position Summary: Position Characteristics: Reports to: Student & Learning Services Manager & Highest Classified Position: HEO7 Faculty/Division: Health Sciences School/Branch: Faculty Fixed Continuing Discipline/Unit: Student and Learning Services The University of Adelaide is a leading research intensive and teaching University comprising five faculties, including the F aculty of Health Sciences. The Faculty of Health Sciences has an annual budgeted turnover of over $120 million that serves a client base of approximately 3000 students, 700 academic and professional staff, and 1400 clinical and affiliate practitioners. Professional support services such Learning and teaching, research and business is supported and led by the Faculty Office, under the direction of the Faculty Executive Director. The Student and Learning Services professional staff team is the largest in the faculty consisting of approximately 40 people. It is managed by the Manager Student & Learning Services and provides a full range of support to the faculty and academic staff including Student and Program support team, staff, who support curriculum and accreditation requirements for five Schools, timetabling and academic teaching planning and assess ment support. The Team Leader Student and Program Support Services is a leadership role providing expert input into the Faculty s strategic direction and driving support services to enable a quality student experience. The role has a strong focus on leading and overseeing the delivery of high level and responsive services to students and academic staff. The incumbent supervises and coordinates a large team of professional, multidisciplinary staff, across all faculty sites and precincts, in the provision of quality student services and support. Scope Working under broad direction with a degree of autonomy, the position works closely with the Manager Student and Learning Services, Faculty Executive, Schools and shared service units in the development and implementation of a quality student experience. The incumbent provides high level leadership, direction and management for the Faculty team to oversee and ensure the delivery of high level student and program support services.. Significant internal/external relationships Students Team Leader Learning, Quality and Academic Services Placements and Internships Coordinator Academic Program Coordinators University, Faculty and School Staff External stakeholders Special conditions Reasonable workplace adjustments will be made for people with a disability. Travel between precincts will be required. Attendance at work must be during core work hours as negotiated with line manager. Participation in key student centred events such as Open Day will be required. Out of hours work will be required and leave entitlements must be negotiated with management in line with load priorities of the Branch.

2 Delegations Nil Key Responsibilities and Outcomes Describe the key responsibilities and outcomes required for the role in the normal course of w ork Program Support Leadership Provide day to day operational management and strategic leadership to ensure the effective and timely delivery of high quality support services to students and staff. Manage and oversee the planning and delivery of a broad and complex range of administrative services to support the diverse needs of students. Lead and oversee the development and implementation of the annual work plan, which outlines, and guides the achievement of, key priorities for the unit. Lead and participate in the delivery of a high level of customer service that is student centric and meets stakeholder requirements. Develop, or provide specialist and strategic advice on the interpretation of, student and program related policies and procedures, including ensuring the ongoing compliance of policy and advice with wider University policies and procedures. Manage university data, information and records, including accessing, retrieving and interpreting data from the University s information system, and developing reports, correspondence or responses to meet Program and Faculty needs. Manage the development of the student conversion and retention operational plan for the Faculty, including overseeing and monitoring outcomes. Business Improvement Lead the development of a schedule of Service Level Agreements (SLA s) with stakeholders, including schools and students, in order to ensure that the services and activities delivered are accountable in terms of performance, quality and timeliness. Identify, and lead the delivery of, administrative and Unit process improvements, including fostering innovative approaches to service delivery in student and program related administration in order to continually enhance student and staff experience. Provide a range of strategic advice across the portfolio and the Faculty, which influences and supports the delivery of successful business improvements. Develop and maintain relevant policies and procedures to guide and support the continual improvement of student support services. Identify, develop and implement ongoing business improvement initiatives, processes, plans or projects, and advocating these across the faculty and wider university. Provide strategic or operational input into the development, management or improvement of faculty or university services, as required, to meet business needs. Represent the faculty on relevant senior level committees, both internal and external to the university. Management of staff Provide leadership, direction and supervision to a team of professional staff including,

3 monitoring workflow and distribution amongst the team, and coordinating the day to day activities of professional staff. Manage staff performance on an ongoing basis, taking a positive approach to the planning, development and review process for the team and ensuring staff demonstrate responsive, customer focused and performance driven services. Identify and address opportunities to promote continuous improvement through the delivery of professional development and project opportunities. 4 Relationship Management Lead and manage the development and maintenance of collaborative interdisciplinary relationships and partnerships which support the achievement of strategic student support and service delivery objectives. Establish and maintain professional relationships with the staff of the DVCA area. In all interactions model a responsive, customer focused service and performance driven culture. Capabilities and Behaviours Achievement Drive Sets challenging and realistic goals and clear measures of success for themselves and their teams. Identifies and handles impediments to achieving outcomes. Leadership Works effectively to reduce silos and encourage collaboration across groups. Motivates and coaches team to high performance. Criteria Relationship Building Actively uses information gathered from relationships to contribute to the University strategy. Focuses upon establishing and maintaining productive relationships with key internal groups to ensure collaborative work practices. Service Focus Seeks to understand clients operating environment and to understand their issues/problems. Demonstrates and promotes a quality service culture by consulting and involving clients, colleagues and stakeholders. Teamwork Develops team culture where individual members are valued and recognised for their diverse skill sets. Provides feedback to team members on their performance and develops action plans to develop performance.

4 Knowledge and Experience High level of skills and experience in student and program administration, preferably in a higher education environment. Demonstrated leadership and supervision of customer service roles including the ability to develop and implement quality improvement and best practice customer service culture. Demonstrated ability to effectively and strategically develop, lead and manage multiple teams in a complex environment. Demonstrated experience communicating, both verbally and in writing, in a succinct, professional and responsive manner to deliver client centric results. Demonstrated high level problems solving skills, including the ability to be innovative and creative in generating solutions to complex issues. Knowledge of University Student Administration Systems and their application in the delivery of high quality student support and administrative services. Highly developed organisational skills, including the ability to manage multiple complex tasks with competing deadlines and multiple stakeholders. Qualifications Post graduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, or Extensive experience and management expertise, or An equivalent combination of relevant experience and/or education/training. Work Health, Safety and Wellbeing Requirements University Expectations All Supervising staff are required to implement and maintain the University s Health Safety and Wellbeing (HSW) Management System in areas under their control ensuring compliance with legislative requirements and the established Performance Standards. All other staff will assist the Head of School/Branch to create and maintain a safe and healthy work environment by working safely, adhering to instructions and using the equipment provided in accordance with safe operating procedures. Where appropriate, staff will initiate and participate in worksite inspections, accident reporting and investigations, develop safe work procedures and provide appropriate information, instruction, training and supervision. Staff will also inform the Head of School/Branch of any unsafe working practices or hazardous working conditions. All staff are expected to: Contribute to the efficient and effective functioning of their team or work unit in order to meet University objectives. Thi s includes demonstrating appropriate and professional workplace behaviours in accordance with the Code of Conduct, providing assistance to team members if required and undertaking other key responsibilities or activities as directed by one s supervisors; Participate in the Planning, Development and Review which includes a regular review of their performance against the responsibilities an performance objectives associated with the role and demonstration of appropriate behaviours which reflect a commitment to the University s values and strategic directions; Perform their responsibilities in a manner which reflects and responds to continuous improvement; and Read, understand and comply with all University policies and procedures. Approvals: Head of School / Branch Manager Head of School / Branch Manager Name: Director Human Resources Name:

5 Signature: Signature: Date: Date: Acknowledgement of Incumbent I have read and understood the requirements of the position Name:(please print) Signature: Date: