Team Leader Academic Operations

18 hours ago

Dublin, Ireland National College of Ireland Full time

Purpose of Position: This team lead is one of three team leads in Academic Operations the others being the Undergraduate Team lead and the Centre of Education in Lifelong Learning Team lead. Lead a team of programme coordinators in Academic Operations. To co-ordinate the National College of Ireland programmes, provide administrative support and respond accurately and efficiently to student and staff enquiries. Reporting to: Academic Operations Manager Key Relationships: Director of Student Registry Academic Operations Managers Vice-Deans of Schools Programme Co-ordinators Programme Directors Faculty staff Associate Faculty staff Class representatives Stud ents Other departmental stakeholders Deans of Schools Key Responsibilities: Responsible for analysis, review and resolution/escalation of Zendesk issues to AOM. Coordinate the delivery of knowledge articles/macros/reports Zendesk in conjunction with IT and all team members. Zendesk weekly roster Yearly review of presentational content used by programme coordinators (e.g Programme Welcome pack). Provide support & escalation of issues to relevant AOM or as otherwise appropriate. Any other dut ies shared across Team Lead counterparts as required by AOM or Director of Student Registry. Primary point of contact for academic operations usage of the Zendesk system. Informed of changes/upgrades & coordinate rollout in Academic operations team of any training. General: Reporting directly to the Senior Academic Operations manager the Team leaders will be the first escalation point for programme coordinators. Provide high-quality co-ordination support for programmes within your own defined area. Provide support and supervision to your team of programme coordinators. Work closely with the Academic Operations managers to ensure that the administrative needs of your team's programmes are met. Ensure that a high quality of service is provided to NCI students and staff. Ensure that student complaints are addressed in a timely and responsive manner. Enabling and supporting academic performance & best practice through administrative operations. Ensuring scope & boundary between academic operations and academic leadership is adhered to. Ensure that College Policies outlined in the QA Handbook for programme management and delivery are adhered to. Work collaboratively and effectively with other units in the College such as Central timetabling, Student Services, Registrar's Office, Admissions, Fees and Examinations Panel member on Programme Revalidation panels e.g Resourcing and Support for learner panel Ensure that an efficient records/electronic records and filing system is maintained in a centralised location - Adhering to current applicable IT/GDPR policies Ensuring current IT systems are used effectively by your defined area. Ensure that all duties within your team are performed in a professional, efficient and student centric manner. First point of contact for team well being. Escalation point for issues/risks from programme co-ordinators. Meet regularly with the programme coordinators to review current operations/work load and mitigate against issues. Provide support if necessary. Support strategic initiatives deriving from the Institutional & Academic strategies and follow on activities and impacts e.g. Student success Liaise and work collaboratively with the other Team leaders to ensure best practise is followed. Identification and Immediate escalation of extreme/student sensitive issues to the Academic Operations Manager. Participate in problem resolution and provide input/feedback on SOP, PCM meeting minutes -ensure they are taken, signed off & uploaded to the correct folder for your own team. knowledge base article/ comm's etc. as necessary. Par ticipate in recruitment of staff to your own team (if required). Allocate tasks as appropriate and as delegated by the Academic Operations Manager. Key Attributes: Degree or equivalent qualification would be desirable. Knowledge of the Irish education system at third level would be an advantage. At least two years administration experience that demonstrates a planned, systematic approach to organisation of work. High proficiency in word processing, spreadsheets, e-mail, PowerPoint, and excel. Good communication skills - written and verbal. Good Interpersonal skills. Attention to detail, deadline orientated and quality conscious. Database experience an advantage Flexible approach to work Excellent writing skills (draft letters, minutes, presentation etc.) Ability to work independently and show initiative May be asked by the Academic Operations Manager to assist with other tasks such as Open day/evening planning, Conferences. Contract: Permanent Salary: Specialist/Senior Administrator Band €37,271- €53,839 Annual Leave: 24 Days per annum pro rata Hours: Full time Application Process: To apply, please e-mail your cover letter and CV both in PDF format ONLY, quoting reference number: NCI 1073 to: by 5:00 pm, 4th February 2025. Note: The functions and responsibilities assigned to the Team Leader Academic Operations member are based on the current stated role and objectives of the College. These functions and responsibilities may alter in line with any change in the role and objectives of the College. The successful applicant will be subject to Garda Vetting and must not have any convictions under the Sex Offenders Act 2001. The Importance of Confidentiality We would like to assure you that protecting confidentiality is our number one priority. You can expect that all enquires, applications and all aspects of the proceedings are treated as strictly confidential and are not disclosed to anyone, outside those directly involved in that aspect of the process.

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