Programme Support Manager

London, United Kingdom
11 Jan 2022
End of advertisement period
24 Jan 2022
Contract Type
Full Time

Vacancy details

Applicants must provide evidence of their right to work in the UK as BPP is unable to provide visa sponsorship

Job Profile

Programme Management - Programme Operations

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.

We are looking to appoint a talented and motivated individual to manage the Programme Support Officers (PSOs) across all Apprenticeship and Corporate programmes run across the school. You will work closely with the Award Leads to proactively ensure that all programmes run smoothly, efficiently and any potential issues are addressed and dealt with swiftly with minimal disruption to our students and clients.

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.

Job Background

This role is Home and Office based - London.

Key Responsibilities:

Including but not limited to the following:

  • Line management of several direct reports, responsible for ensuring expert process and systems knowledge within the team as well as ensuring they meet their KPIs and service goals
  • Taking full responsibility for the operational delivery of the School's Apprenticeship and non-Apprenticeship programmes, delegating tasks as required to others 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
  • Review of the operational activity calendar for the school, ensuring SLAs are met within appropriate timeframes
  • Liaising with the Heads of Learning and Programmes to address programme critical issues e.g. communications to students and clients, resourcing challenges, timetable changes
  • 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.
  • Liaising with other teams within the school and BPP group as necessary who are directly involved in the success of student journey
  • 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

Department School of Technology

Vacancy location

Location UK, Home Based, Home Based

Candidate Criteria

  • Experience working in an academic environment
  • Ideally educated to degree-level, however applications from candidates with appropriate and relevant work experience or other equivalent qualifications will also be considered
  • Experience of building strong relationships and negotiating with key internal and external stakeholders
  • Experience of working within a service delivery environment working towards KPI's and SLA's - managing operational processes
  • Demonstrable experience of commitment to improving service delivery and customer satisfaction
  • Strong communication skills at all levels (written and verbal) – active listening skills
  • The ability to effectively plan, organise and prioritise your own and your team's workload to meet SLAs and KPIs
  • Strong problem-solving skills with the ability to identify issues and suggest appropriate solutions
  • The ability to work well in a team and be collaborative
  • Ability to work with data to support decision-making and activity
  • Strong people management skills with experience of managing difficult conversations
  • Strong administrative skills with close attention to detail
  • Strong digital literacy skills – Computer and IT skills
  • Strong presentation skills
  • Experience managing and coordinating operational processes
  • Commitment to improving the student experience (and associated systems and processes that sit behind this)
  • Experience of document maintenance/management
  • Experience of managing a service within a HE/Apprenticeship is ideal

Employment Details Contract Hours 37.50

FTE 1.00

Salary Competitive

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