Business Process Support Manager (Knowledge & Enquiries)

Job title:

Business Process Support Manager (Knowledge & Enquiries)

Company

King’s College London

Job description

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.The Student Process Improvement and Support team works to help programme administrators across all parts of King’s, through enquiry management, training and support, working with colleagues to devise and deliver service improvements and support core activities across some of our central functions.We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.About the roleThe Business Process Support Manager (Knowledge & Enquiries) will oversee the consistent delivery and expansion of the enquiry management service. You will maintain oversight of the day to day running of the service, empowering Senior Officers to manage and assign workloads for the team, and ensuring enquiries devolved to other teams are managed within agreed timeframes. Your data analysis skills will enable you to provide regular assessment of key challenges, and service and process improvement opportunities. You will lead on customer feedback, working with colleagues in Faculty, Student Operations and Service Delivery to provides updates to service leads including delivery against service level standards.This is an exciting opportunity for candidates looking to expand their knowledge of service management who wish to contribute to a functioning self-service ecosystem. You will have experience of and skills in customer service, issue resolution and service planning, and an interest in process review. This is an opportunity to develop skills in stakeholder management in a large and varied institution and gain knowledge and experience of change management.Please note, this is not a student facing role; the role supports programme administration teams across the university.We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this roleThis is a full time, and you will be offered an indefinite contract.About YouTo be successful in this role, we are looking for candidates to have the following skills and experience:Essential criteria * Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include leading or supervising a team in a customer service setting, issue resolution, supervising programme administration teams or data analysis. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.

• Excellent interpersonal skills, and the ability to work with a broad range of stakeholders in a professional and assured manner – to understand their needs and facilitate discussion.
• The ability to extract, analyse and present complex numerical data to a range of audiences, for the purposes of day-to-day service management and to support stakeholder engagement and service development.
• Experience of using the Microsoft Office suite including TEAMS, SharePoint and Excel, experience of using databases and ability to learn new systems quickly and competently.
• Experience of addressing complaints and service setbacks in a professional and efficient manner.
• Excellent interpersonal skills, with the ability to communicate and distribute information clearly. Contribute to team discussions with confidence but give others space to speak.
• Sound knowledge of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation (by both yourself, and your team).
• Take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken.

Desirable criteria * ITIL (Information Technology Infrastructure Library) qualification would be beneficial in this role.

• Experience of leading a team of staff, experience of managing change, setting standards and developing high performing teams with a development focused and proactive style would be beneficial in this role.
• Knowledge of the student lifecycle and related university programme administration processes would be beneficial role.

Full details of the role and the skills and experience required can be found in the attached job description which is provided on the next page.Further informationWe pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King’s.We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.To find out how our managers review your application, please take a look at our ‘ ‘ pages.This role does not meet the requirements of the Home Office and therefore we are / are not able to offer sponsorship for candidates who require the right to work in the UK.Grade and Salary: £44,105 – £51,485 per annum, including London Weighting Allowance
Job ID: 106886
Close Date: 27-Feb-2025
Contact Person: Chris Cooper
Contact Details:CompanyKing’s College London is one of the top 20 universities in the world and among the oldest in England. King’s has more than 27,600 students (of whom nearly 10,500 are graduate students) from some 150 countries worldwide, and some 6,800 staff.King’s has an outstanding reputation for world-class teaching and cutting-edge research. In the 2014 Research Excellence Framework (REF) King’s was ranked 6th nationally in the ‘power’ ranking, which takes into account both the quality and quantity of research activity, and 7th for quality according to Times Higher Education rankings. Eighty-four per cent of research at King’s was deemed ‘world-leading’ or ‘internationally excellent’ (3* and 4*). The university is in the top seven UK universities for research earnings and has an overall annual income of more than £684 million.King’s has a particularly distinguished reputation in the humanities, law, the sciences (including a wide range of health areas such as psychiatry, medicine, nursing and dentistry) and social sciences including international affairs. It has played a major role in many of the advances that have shaped modern life, such as the discovery of the structure of DNA and research that led to the development of radio, television, mobile phones and radar.King’s College London and Guy’s and St Thomas’, King’s College Hospital and South London and Maudsley NHS Foundation Trusts are part of King’s Health Partners. King’s Health Partners Academic Health Sciences Centre (AHSC) is a pioneering global collaboration between one of the world’s leading research-led universities and three of London’s most successful NHS Foundation Trusts, including leading teaching hospitals and comprehensive mental health services. For more information, visit: .King’s £600 million campaign, World questions|KING’s answers, has delivered huge global impact in areas where King’s has particular expertise. Philanthropic support has funded new research to save young lives at Evelina London Children’s Hospital; established the King’s Dickson Poon School of Law as a worldwide leader in transnational law; built a new Cancer Centre at Guy’s Hospital; allowed unique collaboration between leading neuroscientists to fast-track new treatments for Alzheimer’s, Parkinson’s, motor neurone disease, depression and schizophrenia at the new Maurice Wohl Clinical Neuroscience Institute; created the Cicely Saunders Institute: the first academic institution in the world dedicated to palliative care, and supported the King’s Sierra Leone Partnership in the Ebola crisis. Donations provide over 300 of the most promising students with scholarships and bursaries each year. More information about the campaign is available at .Company info Mini-site Telephone +(44)02078365454 Location STRAND
LONDON
WC2R 2LS
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Expected salary

£44105 – 51485 per year

Location

London

Job date

Sun, 16 Feb 2025 08:32:27 GMT

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