Manager, Service Improvement and Student Engagement

$127,124 to $142,185
- Ongoing, full-time
- Gardens Point

**Who are we looking for?**

Queensland University of Technology (QUT) is seeking a Manager, Service Improvement and Student Engagement to join, Administrative Division.

The Manager, Service Improvement and Student Engagement is responsible for leading and implementing projects and strategic initiatives that improve service delivery and enhance student engagement. This position plays a key role in developing a strong framework that supports both operational and strategic activities of the Department. To achieve this, the Manager will work collaboratively across all areas of Student Engagement, in particular with the Service Points, Contact Centres and specialist roles.

**Real world impact**

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

**About the Administrative Division**

Administrative Division supports the governance and operations of the University, including planning and quality, facilities and services for students and staff. The Administrative Division is led by the Vice-President (Administration) and University Registrar.

**About Student Services and Wellbeing**

The Student Services and Wellbeing portfolio leads the university-wide strategy and coordination of all non-academic matters related to the student experience. The portfolio of Student Services and Wellbeing delivers a range of services across the student life cycle, as well as providing advice and leadership to the university on a broad range of student and staff matters, including social justice and public policy.

Student Services and Wellbeing consists of the following departments: Student Administration, Student Engagement, Equity, Student Services and Health, Safety & Environment (HSE). The portfolio also has strong links to and works closely with QUT’s Oodgeroo Unit and Human Resources.

Student Services and Wellbeing aspires to be a collaborative, distinctive and innovative department that makes a real and positive difference to students, from pre-tertiary to graduation and beyond. The portfolio is focused on delivering services to support the university’s commitment to an exceptional student experience, leading to positive outcomes in success, retention and completion. This includes developing a campus culture which is inclusive, safe, and respectful for all students and staff.

Student Engagement provides the essential services for students that enable transformational experiences empowering our students to achieve their professional and personal goals. Student Engagement comprises of HiQ Contact Centre and Service Points, Future Student & Conversion, Engagement teams, and Sport.

HiQ is the university’s contact point for members of the public, staff, prospective and current student enquiries and support services. Services to students and staff include general information, IT support, Library, and student administration. Engagement with future students and their orientation to the QUT student experience is a core focus of Student Engagement. The Engagement team is responsible for delivering co-curricular programs that further build QUT’s sense of community and support students to develop their professional identity, networks, and employability. QUT sport has strategic and operational oversight of sport activities and programs at QUT.

**What you need to succeed**

This role is dynamic and collaborative, and you will enjoy delivering service and operational excellence that ensures an exceptional experience for QUT students.

You will demonstrate:

- Education, training and/or relevant experience equivalent to the completion of postgraduate qualifications in conjunction with extensive relevant experience in the student services area within the tertiary sector.
- Highly developed leadership skills with experience in successfully managing student engagement activities, programs and resources (human, physical and financial) in a student centric, service-orientated environment.
- Demonstrated success in identifying and leading continuous improvement projects, proactively identifying, managing, and mitigating project issues, risk, and opportunities in consultation with key stakeholders.
- High level interpersonal, written and verbal communication skills with the ability to manage diverse range of stakeholders including experience in working with students as partners.
- Demonstrated experience in accessing, analysing and reporting on data, metrics and other information to drive strategic planning and decision making that lead to service improvements.