Service Quality and Reporting Lead

1 day ago

Melbourne, Victoria, Australia RMIT University Full time

About the Position

RMIT University is committed to delivering exceptional student experiences through our College of Vocational Education. We're seeking a highly skilled Senior Coordinator, Student Lifecycle (Service Quality and Reporting) to join our team and contribute to our mission.

This pivotal role involves orchestrating comprehensive planning, coordination, data management, and reporting for the essential services provided by the Student Lifecycle team, while also extending vital support to the Delivery Services team.

The successful candidate will be entrusted with leading the critical responsibility of crafting annual and semester-based operational plans, producing high-quality reports and insightful analyses that reflect service effectiveness, and overseeing a team of Senior Services Officers dedicated to driving process improvements, generating impactful data and reports, and designing and executing significant events in collaboration with university teams.

To excel in this position, you'll need excellent communication and stakeholder management skills to interact with a diverse range of individuals, cultures and complex situations, and influence and negotiate solutions with a customer focus.

  • Strong leadership and team management skills to motivate and manage a team that manages a high volume of queries and issues and foster a strong commitment to high level customer service.

  • Service and operational planning skills across multiple sites and channels, including monitoring and responding to service needs.

  • Effective organisational skills in the planning, development, implementation, operation and review of resources and/or services to achieve a quality environment.

  • Data literacy with the ability to generate high quality reports, evaluate findings and interpret the results.

  • Experience in championing change management and process improvement to deliver new ways of working.

  • High level computer skills with experience using the full Microsoft suite, databases and Customer Relationship Management (CRM) software.

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