AddressJob id: 086332. Salary: £43,205 - £50,585 per annum, including London Weighting Allowance.
Posted: 14 March 2024. Closing date: 31 March 2024.
Business unit: Faculty of Arts & Humanities. Department: Arts & Humanities Cluster Offices.
Contact details: Claire Ditzel. Claire.ditzel@kcl.ac.uk
Location: Strand Campus. Category: Professional & Support Services.
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The Faculty of Arts & Humanities is seeking to recruit a Programmes Manager within the Humanities Cluster.
The post holder will work as part of a team to ensure consistent management and delivery of taught undergraduate and postgraduate 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 and that the programme teams 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 training staff to enable and embed service resilience and succession planning. Working closely with Heads of Department on strategic planning in areas of student provision.
Representing the Faculty in wider university activities and committees.
Ensuring that staff are aware of their purpose and engaging with a shared vision for the university and the Faculty.
This post will be offered on an indefinite contract
This is a full -time post
Key Responsibilities
Support the Senior Programmes 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 student complaints within agreed timeframes. Utilise information gathered to inform improvements to services and systems at both a local and a university level
Work with the Senior Programmes Manager and Heads of Department on the annual cycle of academic activities, as well as planning strategic improvements
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 student 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
Work closely with academic role holders such as Chair of Assessment Sub Board and Senior Tutors.
Produce and analyse 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.
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.
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.
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 Data Protection requirements and to support Freedom of Information and subject access requests
Work with the Senior Programmes Managers and other Programmes Managers on projects within the Faculty.
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
- 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
- Experience of supervising staff, and monitoring their work and developing their skills.
- 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
- Understanding of the importance of equity and diversity in the workplace
Desirable criteria
- Strong understanding of user-focussed, end-to-end service ethos and familiarity with frameworks for effective delivery.
- Experience of managing change, setting standards and developing high performing teams with development focused and proactive style.
- Experience of resolving complaints and service setback in a professional and efficient manner.
- Experience of working in education delivery in Higher Education
Further Information
This is currently a hybrid working role. The role will be based in the Humanities of Arts and Humanities, supporting depts within the Humanities Cluster.
Applicants should provide a written statement outlining how they meet the criteria for the role. Applications without a written statement will not be considered.
