Senior Programme Officer - Executive Degrees

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Job description

King's Business School (KBS) is seeking a highly organised, professional and motivated Senior Programme Officer to join our expanding Executive Education team.

The Senior Programme Officer (SPO) will provide high-quality logistical and administrative support for the Executive Part Time Degrees within Executive Education. The degree programmes which will be supported will be the re-designed Strategic Marketing 2 year part time MSc and the new 2 year part time Executive MBA (EMBA.) As well as the second-year cohort of the International Marketing MSc,

Working with the Executive Degrees Programme Manager and other key colleagues, the SPO will be responsible for providing a seamless, professional and efficient customer experience to everyone who interacts with KBS Executive Education via our courses, including participants, Course Directors, external contributors and partners and wider colleagues. The SPO will ensure all aspects of a course are in place, liaising with multiple stakeholders to do this in a timely and efficient way. They will lead on communicating with participants on courses and ensuring they have a positive experience of KBS.

The SPO will be a proactive and important member of the Executive Education team, contributing to the development of this new area within KBS by shaping processes and activities and becoming an expert in their own role and duties.

Due to the nature of our courses, some evening and weekend work will be required for which flexible working will be put into practice. The role may also include some UK and overseas travel.

This post will be offered on an indefinite contract

This is a full-time post

Key responsibilities

The role is split (but not limited to) the following categories.

Processes

• Proactively identify and pursue improvements to processes and service delivery to continuously develop executive education at KBS.
• Coordinate programme administration processes relevant to the area of work, including assessment processes, in line with university deadlines and regulations, and Faculty and external requirements.
• Ensure that quality assurance requirements and, where required, accreditation requirements are met for all provision. To service committees as directed by your line manager. Coordinate module evaluation processes in line with current university best practice and analyse data.
• Develop and improve the service through eliciting and responding to service user feedback, identifying and suggesting service improvements and implementing new ways of working as directed.
• Work with the wider university community to ensure up-to-date and consistent practices are followed when utilising systems (e.g. student records systems and virtual learning environments) to undertake both day-to-day functions and higher-level processes such as reporting and extracting data, ensuring accuracy of data and identifying and resolving issues.
• Process invoices and payments and track expenditure and financial data.
• Service meetings including steering groups and assessment boards.
• Work with relevant colleagues to plan programme cycles, considering the provision of processes throughout the academic year, identifying priorities and demonstrating flexibility throughout the cycle, recognising when priorities change, amending plans and adjusting work patterns accordingly.
• Take personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules.
• Prepare, edit and update handbooks, policies and guidance.
• 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 the data protection requirements and to support Freedom of Information and subject access requests.

Communications

• Provide proactive communication and responses to teaching teams, Course Directors and external contributors on projects when working together.
• Work closely with colleagues and use templates to prepare and send timely, helpful, and accurate pre-programme communications ensuring participants arrive prepared and engaged in their studies.
• Coordinate the management of day-to-day student enquiries, to provide responses as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required.
• Engage with and triage students' pastoral care needs, resolving straightforward issues where appropriate and escalating with, and informing, key stakeholders as per university frameworks.
• Receive, investigate, and resolve low-level complaints and address service setbacks, exercising judgement and escalating to line manager where required
• Liaise with other departments and colleagues across the college to deliver and develop outstanding customer service for participants.
• Be an active and engaged member of the Executive Education team and other relevant networks at King's.
• Build a network of internal and external contacts and stakeholders relevant to the role.

Logistics

• Proactively organise all of the administration and logistical elements of degree programmes including booking rooms, catering, AV, coordinating with venues staff etc.
• Manage the KEATS (Moodle) course rooms, reading lists and purchase of teaching resources.
• Set up and manage online course rooms e.g. via Zoom or Microsoft Teams.

Skills, knowledge, and experience

Essential criteria

1. Experience providing high-quality administrative and logistical support to degree programmes for executives or comparable learning activities

2. Excellent IT skills including; student records systems (SITS) Microsoft Word, Excel, Outlook, SharePoint, Forms and databases, Zoom/Teams and learning management systems such as Moodle.

3. Experience of working in a customer facing environment with a knowledge of how to address complaints and service setbacks in a professional and efficient manner.

4. Clear and accurate communication skills both written and verbal, including the ability to receive, understand and convey information that needs careful explanation or interpretation e.g. procedures or regulations autonomously to a broad range of audiences.

6. Able to plan own workload, work to tight deadlines and manage multiple projects, reprioritizing or adapting as necessary

7. Excellent attention to detail and record keeping

8. Strong analytical skills and a data driven decision making approach, utilising appropriate information as required.

9. A communicative, proactive member of teams with evidence of offering input, ideas and expertise to improve services and solve problems

10. Able to form relationship and networks with key stakeholders to ensure an excellent customer experience

Desirable criteria

1. Degree level or equivalent qualification or experience.

2. Experience working with professionals and senior executives.

3. Experience of supporting the delivery of programmes in Higher Education or Executive Education.