Associate Director, Student Service Centre

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Associate Director, Student Service Centre

• Location: Kelburn
• Type: Permanent
• Post Date: Fri Mar 17 03:13:23 2023
• Ref: 6069

• Do you champion putting students at the heart of who we are and what we do?
• Do you have experience in a contact centre and/or public enquiries environment, including management of complaints?
• Are you an excellent communicator who can build positive and productive working relationships and networks?
• Are you comfortable with iterative and constant change?

Mō Te Herenga Waka - About Our University

Te Herenga Waka - Victoria University of Wellington is a global-civic university with our marae at our heart. This iho draws off our heritage and is further defined by our tūrangawaewae, in particular Wellington, Aotearoa, and the Asia-Pacific, all of which are expressed in our position as Aotearoa New Zealand's globally ranked capital city university.

Our core ethical values are respect, responsibility, fairness, integrity, and empathy. These core ethical values are demonstrated in our commitment to sustainability, wellbeing, inclusivity, equity, diversity, collegiality, and openness. With, and as, tangata whenua, we value Te Tiriti o Waitangi, rangatiratanga, manaakitanga, kaitiakitanga, whai mātauranga, whanaungatanga, and akoranga.

Kōrero mō te tūranga - About the role

Te Herenga Waka - Victoria University of Wellington is currently recruiting for the Manu-Tāiko, Pokapū Tauira - Associate Director, Student Service Centre. The role will be responsible for providing operational management and leadership across the Student Service Centre team enabling them to achieve their goals. They will do this by providing management and oversight to ensure consistency of process, quality, and efficacy of service, that the teams provide a high level of support to relevant stakeholders and developing and delivering training to enable and embed service resilience and succession planning.

This is a key leadership role and sits on the Tītoko Leadership Team. Tītoko – Centre for Student Success. Tītoko is an innovative student-focused centre established to extend the student-university relationship in new ways that increase students’ ability to succeed academically. Tītoko is responsible for providing streamlined, consistent, and integrated services that meet the needs of our diverse student population.

Key Responsibilities:

• Provide high quality advice on all areas of responsibility to the Director of Tītoko, to identify opportunities or challenges and develop effective strategies for dealing with them.
• Provide strategic and operational management of the Student Service Centre team in accordance with university regulations, policies, and procedures. Ensures compliance with these internally and externally as required
• Identify and analyse risks to Tītoko and develop and implement strategies to ensure those risks are addressed.
• Provide leadership in reviewing, development and implementation of new procedures and systems.
• Ensure the Student Service Centre team activities support Paerangi Student Success Framework and incorporates the student voice.
• Ensure feedback, quality assurance and reporting systems are in place to monitor performance.
• Provide effective leadership, management and coaching to the team to drive and maintain alignment with the University’s strategic goals, Equity, Diversity, and Inclusion (EDI) Framework goals and the University’s Maori and core ethical values.
• Leads direct reports to enhance and support health and wellbeing in the workplace.

Ō pūmanawa - About you

You will be agile, adaptive, open, and honest in connecting with people and ideas. You will be comfortable with iterative and constant change. You can remain constructive, committed, and tenacious even in the face of setbacks.

You will work collaboratively on initiatives with people within Tītoko and across the wider University. You will contribute to team delivery with energy and enthusiasm while assisting those who need support when things get busy.

You will be courageous by speaking up and asking questions to achieve the right outcome and you are prepared to respectfully challenge how things are done to improve the student experience. You will embrace new perspectives and knowledge to keep relevant and future.

Key requirements:

• A tertiary degree, or comparable relevant experience.
• Experience at a senior level in delivery of client services.
• Experience in leading a multi-disciplinary team.
• Ability to work at a strategic and operational level.
• Experience in a contact centre and/or public enquiries environment including associated systems and software.
• Effectual relationship management skills including management of complaints.
• Ability to deal with many competing demands and ambiguous situations
• Experience in planning, policy analysis, financial and staff management.
• Experience in complaints management and dealing with difficult or sensitive situations
• An understanding of Te Tiriti o Waitangi and its application in an educational context.
• Relevant experience in an education environment, preferably the tertiary sector.

Ētahi kōrero hai āwhina i a koe - Why you should join our team

Tītoko is an innovative student-focused centre established to extend the student-university relationship in new ways that increase students’ ability to succeed academically. By joining this team, you will be contributing to improving student success across the University on a strategic level.

Te Tūranga - Role Description

Te Rā Kati - Close Date for Vacancy: 31 March 2023 We do reserve the right to interview and appoint earlier for the right candidate

Whakapā Mai - Contact Details for Vacancy: If you have any questions regarding this role please get in touch with Melinda Boyce,(at [email protected] ). But applicants should follow all steps listed below.

Kia Mataara: Ētahi Tohutohu - Important: Application Steps and information

Download and complete the University Application Form .

Then, please combine your cover letter, CV and the University Application Form into a single file (preferably in pdf format).

Click Apply Now Button at the base of the advert. Follow the process to enter your contact details and attach your combined file (CV, cover letter and the University application form) using the “CV/Resume” button.

If you have any issues uploading your application, please email the completed application form, cover letter and CV to [email protected]  stating the reference number and position title from the advert in the subject line.

Apply Now