Senior Programme Administrator

at  University of Glasgow

JOB PURPOSE

To provide high quality and proactive professional services support to lead the efficient and effective management, delivery and development of the School’s degree programmes.
To support students from the first point of contact to graduation, including providing information, support and advice to prospective, new and continuing students. To provide an excellent standard of administrative support to academic colleagues involved in taught courses and degree programmes.
To actively contribute to delivering a culture of continuous improvement and play a leading role in business and process improvement.

MAIN DUTIES AND RESPONSIBILITIES

1. Provide high-quality and wide-ranging administrative support and guidance to the Programme Teams, working closely with the Learning and Teaching Operations Manager, Programmes Manager, Team Leader, Senior Programmes Leader, Programme Leaders and Course Coordinators. This includes supporting exams, assessment and quality assurance processes.
2. Lead operational improvements across core Learning & Teaching operations, role modelling a continuous improvement and growth mindset.
3. Provide line management support to a team of programmes administrators to enable effective management of workload, performance and development review and support staff well-being.
4. Work closely with the wider senior team of Programmes Managers, Team Leaders and Senior Programme Administrators to ensure processes and guidance are streamlined, consistent and efficient, role modelling collaborative and positive working relationships.
5. Act as the principal contact for Senior Programme Leaders and Programme Leaders, providing authoritative advice and guidance on operational support and progress, building excellent relationships and communication.
6. Proactively manage all aspects of the administration of the programmes to ensure the effective and efficient delivery of operational excellence, working in partnership with colleagues across the school.
7. Using available tools, monitor and review service levels and quality of work in order to ensure a high standard of customer service to all stakeholders.
8. Build subject and programme knowledge to facilitate responses to high-level enquiries, and support the Programmes Administration team in answering student and staff enquiries.
9. Ensure there is an effective and proactive system in place to respond to student and staff enquiries, providing excellent customer service and using a range of communication tools to disseminate information in the most appropriate format.
10. Interrogate, manipulate and interpret complex data to create actionable insights, using the results to inform high quality decision-making across the School’s Learning and Teaching administrative workstream.
11. Exercise empathy, initiative, and judgement, proactively managing relationships with both internal and external stakeholders to create an adaptive customer experience.
12. Undertake any other duties as assigned by the Programmes Manager and Learning & Teaching Operations Manager.