• Employment Type: Full-Time (35-hour week)
• Duration: Continuing Role   
• Remuneration: Competitive total remuneration package
• Location:  Kensington NSW (Hybrid Flexible Working)

Why your role matters

The Head of Student Hub Management will play a pivotal role within the Registrar & Student Services (RaSS) Leadership Group, actively contributing to the University’s culture and strategic goals. This role is responsible for establishing and continually developing the physical and digital spaces known as the ‘Student Hub,’ which serve as the primary contact point for students seeking guidance, support, and assistance with student service-related queries and transactions.

Working in close partnership with key stakeholders, the Head of Student Hub Management will ensure coordinated and timely communication to enhance the University’s engagement with its students. This position reports directly to the Registrar & Director of Student Services and will oversee two direct reports.

The role requires availability to work during the Christmas and New Year period, with occasional weekend and after-hours commitments.

Specific accountabilities for this role include:  

• Provide overall strategic direction and leadership for the shared student services model, particularly in relation to customer service including; oversight of budget, service standards, resourcing plans, process improvements and ways of working.
• Provide vision to create and develop a team of highly motivated and customer-centric, skilled professionals, who are collaborative in approach, and consistently strive to deliver high quality services and solutions that benefit the student experience.
• Provide strong leadership and guidance on the activities of the Student Hub, to ensure stakeholder expectations and services standards are met.
• Oversee and direct the development of relevant service catalogues and other information relating to service delivery (e.g. Knowledge Base Articles, and content for relevant websites), and establish appropriate governance mechanisms for their review.
• Drive service improvement through the delivery of digital solutions

About You:                    
You will hold a tertiary qualification, together with a minimum of 5 years experience of leading a service centre, preferably within a large and complex organisation alongside:

• Extensive knowledge and understanding of how a university environment works, and of how the various processes, functions and structures operate independently, as well as in conjunction with each other, to deliver services to students.
• Proven effective and successful ability to plan and lead change, to analyse organisational needs, and develop solutions that meet strategic and operational requirements.
• Successful track record of managing multiple, complex initiatives, coupled with a genuine passion for the delivery of excellent customer service.
• Outstanding communication and relationship management skills (directly and through leading a team), with a demonstrable track record of fostering and maintaining strong and successful internal and external networks, supporting successful organisational outcomes.
• Superior leadership skills, with demonstrated ability to create and lead a high performing team by motivating, coaching and managing staff to develop a client-focused work culture and achieve organisational goals in a complex environment.
• Strong commitment to driving high quality services and operations within a culture of continuous improvement and service transformation, with demonstrated success in creating impact and change.
• Demonstrated skills in the use and user level understanding of a range of computer applications and systems. Some familiarity with large database systems (preferably relating to client records), and the use of CRMs to support service delivery.
• Experience of delivering digital solutions to support service and process improvements.
• Financial acumen and demonstrated experience in managing complex budgets and project funding.
• Ability and capacity to direct and monitor the implementation and effectiveness of the safety management system.

The Organisation

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. But what makes us different isn’t only what we do, it’s how we do it. Together, we are driven to be thoughtful, practical, and purposeful in all we do.  If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Benefits and Culture:

UNSW offers a competitive salary and access to UNSW benefits including:

• Flexible working
• Additional 3 days of leave over the Christmas period
• Access to lifelong learning and career development
• Progressive HR practices
• Discounts and entitlements 

More information on the great staff benefits and culture can be found here.

To Apply: Please submit your CV and Cover Letter addressing the selection criteria (the skills and experience in the PD) via the ‘Apply Now’ button.

A copy of the Position Description can be found on JOBS@UNSW.

Applications close: Wednesday 13^th November 2024 at 11.55pm

Get in Touch: Chloe Gane – Talent Acquisition Consultant

chloe.gane@unsw.edu.au

Applications cannot be accepted if sent directly to the contact listed.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.