Learning, Teaching & Student Experience Manager

Job Purpose 

As part of a cross-College team, the Learning, Teaching & Student Experience Managers will manage the support services for Learning and Teaching and Student Experience for the School of Culture & Creative Arts and the School of Critical Studies. The role holder will be responsible for the administrative support for programmes offered by the Schools, including undergraduate, postgraduate (taught and research) and other relevant provision. They will ensure the effective and efficient delivery of support services to staff and students and manage a team of professional services colleagues. This role is accountable for the quality and professionalism of service delivery, integral to the future shape of the learning, teaching and student experience provision in the College of Arts & Humanities. The role will be line managed by the relevant Head of Professional Services and their development will be supported by the College Head of Academic and Student Administration in line with the College of Arts & Humanities Strategy 2023-2028.

Main Duties and Responsibilities 

1. Lead and manage the provision of academic administration for all teaching, courses and programmes to enable effective, efficient and consistent delivery.

2. Instigate, lead, and undertake the continuous review of established, and development of new, procedures to support and streamline administrative processes and ensure efficiency and initiating change management programmes as required.

3. Maintain a critical overview of the service with improved student experience in mind, informed by a range of relevant measures including student feedback, NSS and other student surveys and league table performances.

4. Ensure new processes, policies and regulations are effectively and collaboratively reviewed, disseminated to relevant staff groups and embedded across the School and College.

5. Ensure the accuracy and integrity of student record-keeping systems, ensuring the application of and compliance with University policies relating to the control of personal and confidential data.

6. Ensure a culture of customer focus and continuous improvement of student-facing processes across the School and College and embed those processes in line with strategic and operational plans.

7. Ensure compliance and effective support in the deployment of the University’s governance framework in relation to Learning, Teaching & Student Experience.

8. Lead, manage, engage and develop the School Learning, Teaching & Student Experience professional services team to ensure capacity and capability is fully aligned to the delivery of both strategic and operational objectives, ensuring all relevant academic administration and other processes are consistently and timeously observed. Support team members to achieve their career ambitions via coaching, training and performance review.

9. Play a leading role in setting service quality and professional standards for administrative support within the professional services team with student and staff needs in mind.

10. Coordinate and manage the administration of all aspects of assessment and examinations, providing advice and support to staff.

11. Provide advice and guidance to Course and Programme Convenors, Head(s) of Subjects/Centres and other relevant academic colleagues on matters related to the taught programme portfolio and other relevant programmes.

12. Ensure and promote compliance with University policies and procedures and relevant legislation including UKVI requirements, Health and Safety and taking responsibility for sourcing appropriate support from University Services as required.

13. Significant contributor to the University’s Transformation change programme informing the future shape of key areas within Professional Services and successful implementation within the School through effective business partnering.

14. Interrogate, manipulate and interpret complex data to provide management information and create actionable insights, using the results to inform high quality decision-making across the School learning, teaching and student experience administrative service.

15. Undertake other duties as agreed by the relevant Head of School Professional Services in line with broader College practice and strategic direction.

Knowledge, Qualifications, Experience and Skills 

Knowledge and Qualifications 

Essential:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different roles.

Or: Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).

A2 Extensive knowledge of developing, operating and critically reviewing administrative systems.

A3 High degree of computer literacy, including familiarity with databases and spreadsheets.

A4 Knowledge of administrative and support systems, process design and improvement.

Desirable: 

B1 Comprehensive knowledge of university procedures and policies including learning and teaching, quality enhancement, quality assurance processes and initiatives to deliver an excellent student experience.

Skills 

Essential: 

C1 Proven organisational skills, including the ability to manage multiple projects simultaneously.

C2 Highly effective leadership and management skills and ability to work independently, setting own priorities and those within a team.

C3 Ability to work flexibly and assess and adapt to changing priorities.

C4 Excellent interpersonal and communication skills, particularly influencing, negotiation and diplomacy.

C5 Ability to challenge the status quo effectively and with a focus on continuous improvement.

C6 Proven track record of leading change and implementing process improvement delivery across a complex organisation.

C7 Ability to liaise and co-operate with people across organisational boundaries and to develop strong working relationships at all levels.

C8 Excellent analytical skills and problem-solving capability.

C9 Proven track record of successful project management.

C10 Ability to deliver under pressure, to meet tight deadlines and able to maintain momentum in the face of challenges and setbacks within a complex organisation structure.

C11 Strategic thinking and planning skills, with the ability to convert these to operational plans.

Experience

Essential: 

E1 Significant experience of demonstrating high levels of autonomy within a student-facing, or equivalent customer focused, environment within a complex matrix organisational structure.

E2 Significant experience of managing and developing staff and teams, working collaboratively to deliver a service.

E3 Ability to demonstrate prior experience of providing high quality advice, guidance and data analysis to others on governance, compliance and service delivery matters.

E4 Significant experience of initiating, implementing and managing change and improvement initiatives.

E5 Experience of ensuring the application of effective performance management arrangements that drive effective, efficient and high-quality service delivery.

E6 Experience of contributing to change and improvements to the service and experience of students (or equivalent).

Desirable: 

F1 Previous administrative experience within Further or Higher Education.

F2 Experience of using a student records or other customer enquiry management system.

Please note that as part of your application you must address and demonstrate how you meet EACH of the essential/desirable criteria. If you do not address each criteria in the format explained above, you will NOT be shortlisted for interview. 

Other 

The University is engaged in a programme of transformation of processes and alignment of functions. While this may lead to some elements or aspects of the above changing, it will not change the substantive aspects of the role.

Informal enquires can be directed to Pauline McLachlan, Head of Professional Services – School of Culture & Creative Arts:  [email protected] and Marie Meechan, Head of Professional Services – School of Critical Studies:  [email protected]

Please Note: If you are a current employee of the University of Glasgow, please be advised that the University would consider an internal secondment opportunity for this post. University of Glasgow applicants should seek clearance for release for internal secondment from their line manager before making a formal application.

Terms and Conditions

Salary will be Grade 7, £39,347 - £44,263 per annum.

This post is full time (35 hours per week) and fixed term for up to one year.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

3 A flexible approach to working.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community

https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/

.