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Process Improvement And Transformation Senior Officer
Job Description
About the Role
We are looking for a passionate candidate who can support process and service improvements within teams managing student enquiries, ensuring we are delivering a high-quality, supportive service to our diverse student population. Drawing on methodologies from process improvement, continuous improvement, and user experience data and feedback, you will help us deliver an inclusive and high-quality enquiry management service.
As a senior officer you will bring together different sources of business data, inclusive practices, and colleague expertise by working effectively with stakeholders across different teams, facilitating positive discussion and generating enthusiasm for change while championing the user voice in decision making.
You will be supported to develop your skills in process improvement and transformation methodologies and encouraged to take responsibility for your own performance and development, through agreeing clear objectives, maintaining professional awareness, participating in professional networks and reflecting on your own performance.
This is an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes, and technology in a challenging and complex environment, within a major higher education organisation.
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 role.
Key Responsibilities
- Assist in creating process maps and other documentation to support the identification of areas for improvement.
- Support the implementation of process improvements and transformations through effective change management.
- Collaborate with teams across the university to collect data, feedback and insights for process evaluations to ensure successful integration of new processes and improvements to existing processes.
- Participate in training sessions to develop a solid understanding of improvement tools and techniques.
- Provide support in maintaining records and documentation related to improvement projects.
- Assist in communicating progress updates to relevant stakeholders.
- Act as a champion for process improvement and transformation work alongside the student enquiries team, contributing to its continuous development.
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.
Our Expectations
There are a number of duties and responsibilities that we ask all employees to be familiar with and adhere to.
We ask that the successful candidate:
- Positively contributes to an environment at King's that truly represents our Principles in Action and where every individual feels safe, secure and supported.
- Always complies with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
- Has an understanding of sustainability, including its impact on the University and the work we do, and engages in sustainable practices in the workplace.
- Ensures they are working in a safe environment, where they comply with our Health and Safety regulations and ensure confidentiality, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
- Complies with Kings protocols on the appropriate use of telephone, email and internet facilities.
Equal opportunities
Equality, Diversity & Inclusion are central tenets of King's Vision 2029 which sets out the roadmap for King's ambition to provide an exceptional student experience and to be an employer of choice. Integral to this is ensuring equality of opportunity and outcome, recognising, celebrating and improving our diversity and inclusion.
As a responsible employer we aim to provide and promote a positive working, learning, and social environment which is free from prejudice, discrimination and any forms of harassment, bullying or victimisation. Our commitment to inclusion means that King's aims to create an environment where differences are not just respected, but also valued and celebrated. Everyone should be able to bring their whole self to King's.
All King?s students, staff and affiliates are responsible for meeting these commitments to value diversity and create an inclusive environment. King's will support and equip all members of its community to do this, embedding inclusion throughout the university's policies, procedures, and practices.
Qualifications
NONE
Skills
Essential
Relevant work experience and/or education.
An interest and experience in process improvement, and an eagerness to learn process improvement and transformation methodologies such as Lean or Six Sigma concepts.
An analytical mindset, you will have the aptitude and desire to learn the tools used to gather and manipulate data so that it can be interpreted by yourself and others.
Excellent oral and written communication including the ability to present straightforward and more specialised information to a range of different audiences.
Ability to establish and proactively build professional working relationships with other teams and stakeholders, and to help build enthusiasm for and effectively manage positive change.
Experience of taking responsibility for your own decision making, resolving problems that arise, consulting with others where required with diplomacy and tact.
Commitment to equity, equality, diversity and inclusivity in your own learning and ways of working and ensuring any specific training needed for your role is undertaken.
Desirable
An understanding of Lean Six Sigma
MORE JOBS LIKE THIS
Queen's University Immigration Support Service (ISS) requires part-time Student Helpers to provide assistance with International Enrolment and Registration 2024. These posts are available from an anticipated start date of week beginning 09 September 2024 to 11 October 2024. Hours will vary, but we anticipate to be able to offer 8-10 hours per week.
Main duties associated with this post:
Helping to set up a venue near the Student Information Point in One Elmwood to ensure the smooth running of the process.
Queue management for BRP collection.
General wayfinding for newly arrived students.
Providing basic advice to students on the Immigration Document Check process, to prepare them for their appointment. Full training will be provided.
Answering general queries from students.
Refer more complex queries to the appropriate member of staff or department.
Carry out any other duties which are appropriate to the post as may be reasonably requested by the supervisor.
Qualifications
Registered students at Queen's University Belfast for academic year 2024-25 and for the full period that these posts are available.
Completed at least one year of study at Queen's University Belfast.
Will be required to attend mandatory training, date to be confirmed.
Skills
Strong organisational and time management skills, with the ability to work independently to meet deadlines and manage multiple tasks concurrently.
Excellent interpersonal skills and the ability to develop good working relations with colleagues.
Knowledge of the Immigration Document checking process for student visa holders would be an advantage.
The School of Politics & Economics will be recruiting Welcome Desk Assistants to help in the School Office for Welcome Week (16th September - 20th September 2024) and the first week of teaching (23rd September - 27th September 2024).
This is a great opportunity to help welcome new and returning students at the start of the new term. Welcome Desk Assistants will staff the front desk of the School of Politics and Economics main office, Room 7.01 in Bush House North East Building. Throughout these weeks, the School Education Office will be attending academic and welcome inductions for students so you will be the first point of contact for student queries, helping with questions such as how to find timetables, access KEATS, signpost to wellbeing services or locate a room on campus.
For more complex queries, you will take full details and contact information and pass on to the Programme teams for them to respond directly to the student. This is a fantastic opportunity to enhance your administration, communication, and support service skills as well as problem-solving, active listening and attentiveness.
In-between queries, you will be asked to complete administrative tasks such as supporting us in designing a mentoring pilot scheme, reviewing and providing student perspectives on policies, testing submission forms and researching initiatives to support our careers offer.
Welcome Desk Assistants will work in shifts, so we are looking for people who are available between 10-1PM or 1-4PM. Welcome Desk Assistants will be paid at a standard student rate of ?13.92 per hour.
To apply for shifts for this role, please complete the questions on this job advert. If you pass our pre-screening, you will be invited for an informal call to discuss the role further.
Please note, this role is open to Undergraduate and Postgraduate students enrolled in the following departments which sit in the School of Politics and Economics: Department of Political Economy, European & International Studies, and King?s Russia Institute only.
Qualifications
NONE
Skills
- Excellent customer service - ability to interact and ask questions in a polite and friendly manner.
- Patience - demonstrate patience and empathy, conveying information calmly and clearly.
- Organisation - ability to multitask, clearly find documentation and keep a tidy workspace.
- Technical - confident in using and guiding students on different platforms including timetables, Student Services Online and KEATS.
- Information retention - you will be provided with guides and handbooks, but this can be a busy environment, so we are looking for candidates who can read and retain information so they can have this readily available for student queries.
About us
King's Careers & Employability facilitates excellent career management and employability services, supporting our students and alumni, enabling them to develop effective career skills and build a platform for future success.
The role
We are recruiting for a Careers Engagement Assistant (CEA) to work closely with both the Marketing & Communications Officer and Assistant within the Student Careers Engagement team. This role will be marketing-focused but varied and offers the opportunity to gain experience in a variety of areas.
The role holders are expected to work 10 hours per week and set working patterns will be agreed upon job offer (in accordance with role-holders availability). The role will be based at King?s Strand Campus (Bush House) and the role will be hybrid (a mix between in-person and remote). There may be occasions where role-holders are expected to travel to other King?s campuses.
Please note that the deadline for this vacancy is 05 September, 11:59pm.
Interviews will be held via Teams on 17 September and applicants must be available on this day for interview. Full training and support will be provided.
In your covering letter, please explain what your motivations are for applying for this role and include any relevant skills, experiences or interests you have.
If you have any questions, please email greer.riddell@kcl.ac.uk.
Qualifications
n/a
Skills
Experience / Skills
Formal work experience is not essential for this role. We are seeking candidates with an interest and commitment to supporting our work. However, applicants with knowledge, experience or an interest in any of the following areas are desirable:
Interest/experience in marketing and content creation (including design work, social media, photography and videography.
Interest in developing marketing ideas that attract students to attend events and engage with the wider King's Careers and Employability services.
Proficient with using Microsoft Office, Teams and computer systems.
Excellent verbal and written communication skills, including a good knowledge of professional English, grammar and spelling.
In your covering letter, please explain what your motivations are for applying for this role and include any relevant skills, experiences or interests you have.
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