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Director, College Services

Flinders University - Adelaide, SA

Executive & Strategic Management
Source: uWorkin


About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia's most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we're seeking an outstanding individual to join the team of our transformed university.

Employment Type:
Fixed Term (Fixed Term)

Position Summary
Fixed-term, full-time available for up to 3-5 years depending on experience

Compensation Grade:
Senior Management

Salary Range:
Attractive Remuneration Package

Reporting to:
Vice-President (Corporate Services)

Under broad direction, and in accordance with the strategic goals and objectives of the College of Business, Government and Law, the Director, College Services is responsible for providing leadership, and strategic and operational direction for the College's delivery of professional support services to students and staff, making a proactive and positive contribution to the service culture and goals of the University. The position will lead and manage the establishment of multi-disciplinary teams to provide cohesive and consistent customer service to a range of stakeholders within the College, including staff and students.

The position will be operationally accountable to the Vice-President and Executive Dean of the College and will work as a member of the College leadership team to deliver the strategic and operational requirements of the College. The position will be functionally responsible to the Vice-President (Corporate Services) to ensure alignment with the strategic and operational requirements of the University, and to ensure consistency of service and end-user experience across the University. This will involve establishing and operating within a dynamic matrix management environment, making high level significant contributions to the development and local implementation of strategies, frameworks, standards, and transformation initiatives to drive and strengthen a consistent customer service culture across the College. In this regard, the position will lead and manage people through periods of workplace change.

The Director, College Services will also contribute to the development and delivery of projects in customer strategy, quantitative and qualitative research, customer experience design, operating model design and operational improvement. This position will play a pivotal role in ensuring high quality, innovative service experiences for students, professional and academic staff through the provision of seamless, client-focused, efficient and effective support related services.

Key Position Responsibilities

  • Lead the ongoing development of a collaborative and flexible College Services team responsible for the efficient, effective and compliant delivery of support services to students and staff across the College. This can include directly shaping the team structures, roles and processes required within the College Services team and leading people through a significant change process.
  • Work with the other Directors, College Services' teams to drive strategic initiatives to modernise and contemporise the delivery of a suite of customer-centric services.
  • Work directly with the College's academic leadership team and professional service teams within, and outside, of the College in leading, managing and overseeing customer service improvement initiatives to ensure University-wide services are appropriate, consistent and effective.
  • Provide leadership to professional staff within the College Services team, driving a culture of customer service and high performance within the team and ensuring adequately skilled, supported and experienced staff are in place.
  • Develop a resource model and culture that is responsive to cyclical workloads, able to accommodate competing priorities across the organisation, and willing to work across organisational boundaries to achieve University and College objectives.
  • Undertake a leadership role in the College's strategic planning process as it relates to the development of student and staff support service priorities, and implement strategies to ensure their achievement.
  • Lead the identification, development and implementation of change management strategies to improve business performance in collaboration with the academic leadership team of the College and other University stakeholders.
  • Lead and facilitate the development, review and documentation of systems, policies and procedures to achieve continuous improvement in the provision of services while ensuring compliance with relevant regulatory bodies and legislation.
  • Develop and maintain productive working relationships with key stakeholders and College Services staff, ensuring the effective operations of the College Services activities with the ability to influence and respond to issues as they arise.
  • Lead and manage projects, organisational or system change programs in line with University directives and College annual plans.
  • Other duties as directed by the Vice-President (Corporate Services) and/or by the University.
Key Position Capabilities
  • Proven experience in effectively leading people and managing significant workplace change.
  • Significant expertise in creating and delivering a consistent and integrated customer experience across multiple touch points within a complex environment and demonstrated ability to create and lead a continuous improvement culture that proactively identifies, prioritises and implements changes that enhance the customer experience and improve the efficiency of business practices and performance.
  • Proven organisational and strategic planning skills including the ability to prioritise and meet deadlines, allocate resources effectively and efficiently to ensure operational and service delivery goals are met in high volume and complex environments.
  • Proven ability to lead, motivate and develop high performing, multi-disciplinary teams to provide coherent, consistent and effective customer services in a matrix reporting environment. Proven ability to work collaboratively as a member of a senior management team in support of strategic objectives, contributing to the achievement of both team and organisational priorities.
  • Understanding of CRM and Service Management tools, customer analytics and other data management to drive insights for customer management strategies and improvement initiatives, in addition to demonstrated experience in leading customer-centric business transformation projects.
  • Excellent communication, influencing and negotiation skills, including the ability to produce written information and presentations for a range of audiences and to effectively manage stakeholders with competing interests.
  • Degree-qualified with relevant post qualification experience in one or more of the following areas: business administration, commerce, law, service design, process/operations improvement, business strategy/operating models and customer experience management.
  • Demonstrated experience in administration management in a large and complex organisation and an understanding of the relevant government legislation and contemporary issues facing the higher education and research sector in Australia
For application enquiries, or to obtain a copy of the Candidate Brochure for this position please contact vpcsoffice@flinders.edu.au

Information for Applicants:

You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59 pm:

12 Apr 2021

Times Higher Education

Adelaide, SA

Executive & Strategic Management


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