Student Experience & Operations Director

This role leads a highly effective multidisciplinary Student Experience department, which includes Registry & Operations, Student Wellbeing, Progression & Engagement colleagues. It is responsible for delivering an excellent student experience and outstanding level of service delivery to ensure full compliance with UKVI, OFS and safeguarding regulations, meet Study Group’s student experience quality framework and the University Partner’s requirements.

The role works in a matrix structure requiring collaborative working and building of professional relationships across the study group network and university partner. It will liaise with central operations teams and provide support across the Centre’s academic, and student experience teams to ensure all act effectively as one team, enabling students to thrive and study legally, safely and successfully.  It will embed Study Group policies and Standard Operating Procedures to drive operational excellence, continuous improvements and consistency across the network. 

ABOUT THE ROLE

• Participate actively as part of the  Campus Leadership Team, performing the role of “critical friend” to other members of the team and helping to solve day to day problems.
• Share strengths and ideas for enhancements with central operations teams to continue to enhance delivery and avoid any gaps in provision of services to students.
• Build effective partnerships with counterparts at the University, attend relevant University Partnership Boards as required and seek to maximise opportunities for students to engage with the Partner.
• Lead with integrity and instil Study Group and UoH values within the Student Experience teams, motivating them to deliver excellent customer service and contribute to the best
• seeking out opportunities to reduce non-value-add time and striving for operational excellence.
• Liaise with the central Visa Compliance Team to ensure Study Group’s duties as a sponsor are carried out accurately and effectively.
• Ensure compliance of visa and attendance processes and related systems to UKVI regulations, OfS requirements and Study Group minimum requirements

ABOUT YOU

• A Bachelor’s degree  
• Management qualification or Associate Fellowship would be advantageous (or a willingness to undertake such).
•  Experience of managing in a complex multi-disciplinary environment, with evidence of success. 
• Leadership and management experience in a teaching and learning environment. 
• Experience of implementing strategy to strive towards the achievement of an ‘outstanding’ student experience and excellent student outcomes. 
• Experience of managing a budget allocation, as well as control and account for those financial and material resources.
• Welfare, safeguarding and DSL experience.  
• Experience of providing feedback to another person about their performance, which achieved a positive improvement. 
• Experience of HR duties, such as delivering training, taking part in the recruitment process and performance management. 
• Ability to delegate activities, set deadlines and take responsibility for overseeing their successful completion to meet challenging deadlines. 
• Experience of planning and delivering change or continuous improvement, which achieved a positive impact on the student experience and student outcomes.  
• Experience of successfully motivating and leading teams to embed successful practice in the student experience through a process of change. 
• Experience of successfully leading on internal communication, which includes disseminating complex messages or changes to operations.  
• Experience of working with international students and an understanding of welfare, well-being and cultural issues that may arise. 
• Experience of data management and interpretation, and quality assurance. 
• Experience of working across, up and down an organisation as well as with external partners and both national and international stakeholders. 

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