Heriot Watt University
The Senior Academic Support Administrator will be responsible for leading the organization and delivery of key University academic operations processes, leading areas of business process improvement, as well as having direct administrative responsibilities for complex business critical tasks. The role holder acts as deputy to the Academic Operations Manager Dubai Campus; or they may be assigned to oversee the tasks being carried out in the division.
The role holder will not have direct line management responsibility; but will be expected to co-ordinate staff resources to ensure that work is undertaken; this will involve allocating work activity to themselves and any assigned team members or casual staff to ensure that the Academic Operations team effectively support the various stages of the student and academic life cycle. As with all members of RAS, the role holder will also be expected to support other key functions of the directorate, such as supporting enrolments, welcome week, graduations, or helping to gather quality related data and information.
Duties of Senior Academic Support Administrator
- Boards of Examiners for one or more Schools.
- Mitigating Circumstances support for the whole University.
- Results processing.
- Enrolment and Registration Support.
- Online enquiry management.
- Person Tutor allocation.
- Complaints handling.
- Post appeal and post discipline case handling.
- Complex issue resolution.
- Division SharePoint administration.
- The scope of these tasks includes: Full responsibility for Dubai campus.
- Co-ordinating with those managing processes in Edinburgh and Malaysia.
- Multiple Schools.
- Multiple modes of study.
- Multiple systems.
Summary of Key Duties and Responsibilities (General):
- Support the Academic Operations leadership with developing the strategy of the Division.
- Each Semester, work with the Academic Operations Leadership and the other Academic Operations Administrators to agree which Administrator will lead each of the following tasks, and the resources that will be needed.
- Boards of Examiners for one or more Schools.
- Mitigating Circumstances support for the whole University.
- Results processing.
- Enrolment and Registration Support.
- Online enquiry management.
- Person Tutor allocation.
- Complaints handling.
- Post appeal and post discipline case handling.
- Complex issue resolution.
- Division SharePoint administration.
- Plan the task, including milestones, human resources, deadlines, training, and documentation.
- Co-ordinate the task, ensuring: effective utilization of any assigned team members including the role holder, that milestones are reached, and deadlines are met.
- Liaise with all Schools, professional services, casual workers and external companies to ensure all stakeholders are aware of deadlines and processes. Address any concerns with Schools directly, identifying solutions and ensuring service provision adheres to internal and external regulations and agreements.
- Work with the Academic Operations Leadership and the other Administrators to evaluate processes and identify areas of business improvement.
- Lead the implementation of business improvements – this may include commissioning Information Services or external suppliers to deliver the changes.
- Assist with recruitment to the Academic Operations Support team.
- Undertake other tasks related to Academic Operations as required by their Manager, the Academic Operations Manager or the Head of Academic Operations.
Summary of Key Duties and Responsibilities (Specific):
- Boards of Examiners for one or more Schools: Co-ordinate the scheduling and clerking of Boards of Examiners across all campuses. Ensure the allocation of clerks for Dubai campuses, and that key tasks are completed such as paperwork preparation, invitations sent and post board processing.
- Mitigating Circumstances support: ensure timely, consistent and student centered triage of MC applications for the whole University.
- Marks and Results processing: Ensure the timely processing of marks and grades from marking completion until publication.
- Enrolment and Registration Support: Co ordinate Academic Operations colleagues assigned to support Enrolment and Registration, ensuring timely and effective issue resolution.
- Online enquiry management: Co ordinate Academic Operations colleagues assigned to support academics and students, ensuring timely and effective enquiry management and issue resolution.
- Personal Tutor allocation: Ensure the allocation of PTs to students according to the varying rules of each discipline and liaising with academics to resolve allocation issues.
- Complaints handling: Investigate and report on complaints ensuring that a detailed understanding of causes is achieved and a satisfactory response to the complainant is composed.
- Post appeal and post discipline case handling: Ensuring the timely completion of post appeal or post discipline updates to student records.
- Complex issue resolution: Investigate and resolve complex student issues across multiple information systems and modes and locations of study.
- Division SharePoint administration: Ensure that the division’s SharePoint site is useful, relevant, up to date and accessible.
Job Requirements of Senior Academic Support Administrator
- These are the criteria on which the short listing and recruitment selection will be based.
Essential
- Bachelor’s degree in Education.
- Educated to at least SCQF level 6-7 or similar or equivalent practical experience in the workplace.
- Experience of working within a similar environment as outlined above
- Excellent attention to detail with the ability to manage multiple priorities at the same time.
- Minimum 2 year experience in similar role.
- Competent in the use of relevant IT packages.
- Analytical problem solving skills.
- Well developed interpersonal skills.
- Demonstrable excellent customer service.
- Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment.
- Demonstrable professional and proactive approach.
Desirable
- Experience in configuring systems to meet business needs.
- Experience of working with suppliers to identify issues or enhancements.
- Experience one or more of the following systems: Banner Student, Student Information Desk (SID), Banner Workflow, SharePoint, Oracle Business Intelligence Enterprise Edition (OBIEE, aka “OBI”), Collabco myDay portal configuration.
- Experience of identifying or delivering minor enhancements to business processes.
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