Manager Training and Service Excellence

**We are currently seeking a Manager Training and Service Excellence to join the Student Communications and Service Excellence team. This is a short-term fixed-term contract (with a possible extension).**

**Salary**:HEP 8 $110,100 - $123,987 per annum + 17% employer superannuation
**Contract Type**:6 month position (with possible extension), fixed-term
**Hours per week**:36.75 (1.0FTE)
**Location**:Footscray Park (or any other future VU location)

**About Us**:
At Victoria University, our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride.

**About the Role**:
This is an exciting opportunity for an experienced and motivated leader. This is a critical role responsible for developing and delivering training programs that drive continuous improvement in service excellence and business systems across the Student Services and Administration portfolio.

This role is ideal for a people-focused and results-driven leader who is passionate about the student experience and thrives in a collaborative, fast-paced environment. You’ll lead a small team of specialist trainers to build staff capability, ensure consistent and high-quality service delivery, and support key student lifecycle operations.

**Key Responsibilities**:

- Lead the design and implementation of a comprehensive training and development program aligned to VU’s strategic goals.
- Oversee the delivery of engaging and targeted training across systems, processes, and service excellence initiatives.
- Supervise and develop a team of training professionals.
- Drive continuous improvement using data insights and best practice.
- Collaborate with key stakeholders across the university to build a culture of service excellence.Maintain and enhance a suite of training resources, including self-paced and online modules.

**About You**:

- Proven experience designing and implementing staff development programs.
- Strong project management and analytical skills.
- The ability to influence and work collaboratively with diverse stakeholders.A sound understanding of the student lifecycle and university operations.

**What We Offer**:
**How to Apply**:

- A cover letter;
- Your curriculum vitae/resume; andYour responses to the below questions:
1. Describe a time when you designed and implemented a training program that significantly improved service delivery or system usage in a complex organisation.
2. How have you used data and stakeholder collaboration to drive continuous improvement in a student-facing or service-oriented environment?
3. VU supports diverse student cohorts across TAFE, Higher Education, and Research. How would you ensure training programs are inclusive, accessible, and aligned with strategic goals?

**Application Closing Date: 11:59pm Friday 1 August 2025**

**Who Do You Contact?**

**Our Commitment to Protecting Country**:
Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.

**Our Commitment to Diversity and Inclusion at VU