Job Profile Administration - Administrative Roles
Contract Type Permanent

Job Purpose

The Programme Support Manager is responsible for creating, implementing and ensuring adherence to a range of processes and policies, designed to ensure BPP's students receive excellent administrative support and customer service across a range of programmes of study.

The Programme Support Manager has line management responsibilities for the Programme Support Officer team and is responsible for ensuring this team has the skills, knowledge and training required to deliver outstanding customer service to students in order to ensure a smooth educational journey for BPP learners.

Key Responsibilities:

• Line management of xx direct reports, responsible for ensuring expert process and systems knowledge within the team
• Create and implement relevant processes and policies to ensure the PSO team deliver outstanding support and customer service to BPP learners and internal faculty programme managers to ensure that our programmes of study operate smoothly
• Ensure robust processes are in place to support learning support/safeguarding queries in line with relevant Group policies.
• Develop/enhance related systems and processes as necessary to increase the efficiency and effectiveness of the team.
• Ensure operational KPIs and SLAs are met
• Escalation point for complex student queries and queries in relation to programme delivery
• Build and maintain effective working relationships with other key BPP stakeholders and operational teams
• Support with budgeting process as required
• Provide accurate Management Information to key stakeholders as requested
• Liaise with key stakeholders to support the programmes and their management
• Ensure all system, course and student records remain up to date and accurate

Department Law School - Delivery
Vacancy location UK, Nationwide, Nationwide

Candidate Criteria

• Experience working in an academic environment
• Experience of building strong relationships and negotiating with key internal and external stakeholders
• Strong communication skills at all levels
• Ability to plan, organise and prioritise own workload
• The ability to effectively plan, organise and prioritise a team's workload to meet SLAs and KPIs
• Ability to lead and take the initiative
• Ability to work with data to support decision-making and activity
• Strong people management skills with experience of managing difficult conversations
• Experience of delivering training on systems and processes
• Strong administrative skills with close attention to detail
• Experience managing and coordinating operational processes
• Strong problem-solving skills with the ability to identify issues and suggest appropriate solutions
• Commitment to improving the student experience (and associated systems and processes that sit behind this)
• Strong digital literacy skills
• Experience of working with data, data management and data analysis
• Experience of document maintenance/management

Employment Details

Contract Hours 37.50
FTE 1.00
Salary Competitive