Programmes Manager (Maternity cover)

Job ID: 010665

Salary: £38,304 to £40,414 per annum, inclusive of London Weighting Allowance

Posted: 24-Nov-2020

Closing date: 03-Jan-2021

Business unit: Faculty of Arts & Humanities Department: English Language & Literature

Contact details: Claire Ditzel, claire.ditzel@kcl.ac.uk

Strand Campus   Professional and support services

Job description
The Faculty of Arts & Humanities is seeking to recruit a Programmes Manager for the Department of English.

The post holder will work as part of a team to ensure consistent management and delivery of taught programmes, both within the department and across King's, through providing high quality administrative support.

They will be responsible for:

• Ensuring timely and effective provision of taught programmes in accordance with university and Faculty priorities, timelines and policies.
• Ensuring consistency of process, quality and efficacy of service, that the team provide a high level of customer support to relevant stakeholders.
• Providing leadership and line management to Programme Officer and Senior Programme Officer roles, allocating staff resource to ensure consistent and effective service delivery, and developing and delivering training to all levels to enable and embed service resilience and succession planning.
• Representing the Faculty in wider university activities and committees, in support of the Faculty's interests and engaging with university functions.
• Ensure that staff are aware of their purpose and engaging with a shared vision for the university and the Faculty.

This is a full-time, fixed term post of 12 months.

Key responsibilities

• Support Senior Programme Officers in managing students' pastoral care needs, ensuring teams are aware of signposting students to relevant services and that processes and policies are kept up to date
• Have oversight of, investigate and respond to formal and informal complaints within agreed timeframes. Utilise information gathered to inform improvements to services and systems at both a local and a university level
• Contribute to and inform the development of student systems, including online learning platforms and SITS, and supporting improvements to and implementation of other systems within the university. Contributing to and initiating process improvements, ensuring training and support is provided to the Programme Officer and Senior Programme Officer roles
• Ensure key activities, such as assessment and progression processes, are completed in accordance with university timeframes and policies and to liaise and engage with stakeholders and programme boards as required
• Produce management information data to meet the needs of a wide range of stakeholders, including utilising data to monitor completion and quality of work undertaken by the team and analysing and providing reports on data from many sources such as module evaluation processes
• Ensure that quality assurance requirements and, where required, accreditation requirements are met for all courses. To service committees as directed by your line manager
• Manage resources on a day to day basis to ensure consistent service delivery (e.g. timetabling), and being involved in resource planning when new programmes and courses are in development.
• Monitor and review service delivery on a continual basis to ensure compliance with agreed timeframes, expectations, key performance indicators and service level agreements, providing feedback to team members and setting clear expectations. Address contemporaneous and medium-term issues and flag longer term issues to relevant colleagues.
• Develop and improve the service through eliciting and responding to service user feedback, identifying and implementing new ways of working through close working with the direct line manager
• Represent the Faculty's interests in university wide service improvement projects, engaging with relevant stakeholders, groups, and committees across the university to influence change. Working closely with the direct line manager to develop and implement service improvements
• To ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. To maintain an up to date knowledge of the Data Protection requirements and to support Freedom of Information and subject access requests
• Work flexibly as part of a team, supporting others in times of high-volume activity, and reporting on resource issues to the direct line manager in a timely manner. Organising new starter inductions. Covering staff absence and deputising for the direct line manager as and when required.

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, knowledge, and experience

Essential criteria

• Educated to degree level
• Excellent communication skills including to ability to draft documents and correspondence, lead and contribute to meetings with a range of stakeholders
• Excellent organisational and time management skills, with the ability to prioritise effectively and delegate tasks appropriately and work to tight deadlines
• Strong numeracy skills and ability to extract, analyse and present complex numerical data to drive decision-making
• Excellent working knowledge of Microsoft packages, experience in use of databases such as student record systems (e.g. SITS), and confidence in learning new systems
• Strong understanding of user-focused, end-to-end service ethos and familiarity with frameworks for effective delivery
• Experience of leading a team of staff, and experience of managing change, setting standards and developing high performing teams with a development focused and proactive style
• Experience of stakeholder management, and identifying a customer's needs and developing services to meet those needs
• Experience of addressing complaints and service setbacks in a professional and efficient manner
• Have a methodical but flexible approach to work, being adaptable and responsive to a culture of continual improvement
• Have a proactive approach, working independently and exercising professional judgement
• Ability to work under pressure to complete a range of competing priorities, demonstrating resilience and maintaining accuracy and attention to detail 

Desirable criteria

• Experience of having a longer-term view of service provision, and the ability to plan for both the immediate future and the longer term where developments may be in progress
• Experience of using virtual learning to improve the education experience of staff and students

This advertisement does not meet the requirements for a Certificate of Sponsorship under Home Office regulations and therefore the university will not be able to offer sponsorship for this role.