JOB DESCRIPTION
POST:
Student Lifecycle Support Manager
POST REF:
SE/SAT09
DEPARTMENT:
Student Services
GRADE:
7
HOURS:
37 hours per week Mon-Fri (or those hours which are
reasonably required for the fulfilment of duties)
REPORTING TO:
Head of Student Services
SUPERVISORY RESPONSIBILITY:
Induction & Transition Co-ordinator, Student Widening
Participation Support Adviser, International Student
Support Officers
JOB PURPOSE:
Providing leadership for the new Student Lifecycle Support Team. The Student Lifecycle Support
Team will develop a series of programmes to support all students through the various transition
points throughout their student journey. The team will contribute to the retention and attainment
of students by focusing on relevant trigger points for specific groups and designing interventions
to target those points of vulnerability.
The post holder will be responsible for developing a virtual one stop shop which will include an
online database of FAQ’s and will develop mechanisms so that the University can be more
proactive in its responses to students who need help transitioning through the stages of their
own student lifecycle.
DUTIES AND RESPONSIBILITIES:
1.
Work with the Head of Student Services and other Student Services managers to support
the development and implementation of the University’s Student Support strategy and
support colleagues in the continuous improvement of student support in student Services
and across the institution.
2.
Assist in the strategic development of the Directorate, contributing to annual operating
plans, producing a Student Lifecycle Support Team annual report and evaluating service
delivery to ensure effective use of all resources and to inform strategic planning.
3.
Lead the delivery of the welcome and induction processes to ensure that students’ welcome
to York St John University is at a consistently high standard.
4.
Develop a virtual one stop shop system for capturing students frequently asked questions.
Develop mechanisms for analysing this data, and using the experience of university staff,
identify trigger points where students may be at risk. In conjunction with colleagues and
mindful of the different needs of different groups, develop and effectively communicate
programmes to combat these risks. Develop a knowledge base of resources and define
S/HR/Job descriptions/Student Services/Student Lifecycle Support Team Manager (Oct 2015)
points in the student lifecycle when students may require information and proactive
interventions (e.g. pre-arrival, first few weeks, first Christmas break, sophomore slump, third
year pressure, leaving university etc.)
5.
Work closely with student facing colleagues, in particular those in the Faculties, Students’
Union and the Student Advice Team to ensure the success of a consolidated enquiry
management approach.
6.
Manage human and financial resources to ensure the following key activities continue to be
accessible, relevant and efficient in order to improve the student experience:








International Student Support
Widening Participation support for groups including Care Leavers, First in Family
students, Mature Students, BME students, Student Carers, Estranged students,
Sanctuary scholarship students
Induction & transition support and development
Peer mentoring programmes
Proactive interventions (e.g. programmes to target support to particular groups), online
information, advice and guidance, factsheets and printed resources on a wide range of
student lifecycle issues.
Collaboration with Faculties in identifying and meeting the needs of their students
Collaboration with Faculties in how to best support staff supporting students (e.g.
delivering relevant training, developing collaborative support programmes)
Developing/maintaining productive relationships with external agencies and joined up
approaches to service delivery to ensure our students have the best opportunity to
reach their academic and social potential
7.
Keep up to date with current developments in the HE sector, identify trends, research good
practice, identify service shortfalls and anticipate service requirements accordingly, and then
deliver innovative solutions to optimise service quality, efficacy and efficiency.
8.
Contribute to and influence the development of institutional policies and practices on student
support issues directed towards improving the retention and attainment of students
9.
Represent and/or promote Student Services at both internal and external meetings/events,
contribute to committees and working groups within the University.
10. Manage projects effectively, on time and to budget and identify opportunities for
collaboration and external project funding.
11. Line manage direct reports including; setting objectives, monitoring performance and
supporting staff in their personal and professional development.
12. Work closely with IT support, Business analysts, Registry colleagues and IT specialist
consultants to ensure the adoption of effective and efficient workflows that utilise human
expertise and data harvesting to develop proactive interventions at the right time.
13. Use a range of students as co-creators in the continuous improvement of the student
lifecycle programmes
14. Produce relevant publications, promotion and marketing materials,
plus
o
Any other duties as may reasonably be required.
o
Ensure that the highest standards of professional performance are maintained
o
Promote equal opportunities in the work of the department
S/HR/Job descriptions/Student Services/Student Lifecycle Support Team Manager (Oct 2015)
o
o
o
o
Ensure compliance with relevant legislation and statutory codes of practice
Participate in the arrangements for performance review and appraisal.
Ensure that professional skills are regularly updated through participation in training and
development activities
Ensure all University policies are implemented within the remit of this post
Health & Safety
Under the Health & Safety at Work Act 1974, whilst at work, members of staff must take
reasonable care for their own health and safety and that of any other person who may be
affected by their acts or omissions. In addition, members of staff must co-operate with the
University on health and safety and not interfere with, or misuse, anything provided for their
health, safety or welfare. Copies of University safety policies are available from the Staff
website.
This is not a comprehensive definition of the post. Postholders are expected to undertake any work that comes with the
remit of the post’s main objective. This job description will be kept under review and may be changed at any time subject
to consultation with the postholder.
PERSON SPECIFICATION
POST TITLE:
Student Lifecycle Support Manager
DEPARTMENT:
Student Services
The Person Specification focuses on the knowledge, skills, experience and qualifications
required to undertake the role effectively.
REQUIREMENTS
The postholder must be able to demonstrate:
ESSENTIAL (E)
DESIRABLE (D)
MEASURED BY:
A Application form
I
Interview
P Presentation
Degree or equivalent
E
A
Professional Qualifications relevant to the post
KNOWLEDGE & EXPERIENCE
D
A
Experience of managing a multi-disciplinary team of
student support professionals including;
o leading others
o supporting and developing less experienced
colleagues
E
A/I
Experience in successfully managing projects,
conducting programme evaluation and driving service
improvement within a complex organisation.
E
EDUCATION/TRAINING
Knowledge of effective models of service delivery,
legislative requirements and relevant codes of
practice and ability to interpret these for colleagues.
Comprehensive understanding of the student journey
from pre-arrival through to graduation and an up to
date knowledge of a range of evidenced based
A/I
A/I
E
A/I/P
E
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interventions to support these transitions
Understanding of current practice in managing
transitions through the university lifecycle and the
issues affecting different groups of home and
international students in Higher Education
E
A/I/P
Experience of working across organisational
boundaries & contributing to cross-professional teams
E
A/I
Experience in the development and implementation of
policy and procedures.
E
A/I
Experience in working with enquiry management
systems and in developing online FAQ’s
E
A/I/P
Experience of working with a student record system
(ideally SITS)
E
SKILLS/ATTRIBUTES
Excellent interpersonal, leadership and motivational
skills, with the ability to initiate and implement change
in order to provide the best possible student
experience
A/I
E
A/I
Excellent organisational skills including the ability to
deliver on short term and long term objectives.
E
A/I
Excellent verbal, presentation and written
communication skills
E
A/I/P
Excellent technical ability in using a wide variety of
software systems e.g. MS Office, SITS, In Design,
CMS systems
An enthusiastic, creative approach to promoting the
continuous improvement of the student experience
A/I
E
A/I
E
Commitment to equality of opportunity with the ability
to provide services that meet the needs of a diverse
range of student and a good understanding of the
different needs of particular groups of students
E
A/I
Ability to work with staff at all levels across the
university to inform and guide, to develop and
implement a comprehensive and joined up student
lifecycle support programmes
D
A/I
Excellent planning and service evaluation skills with
the ability to contribute to strategic debate
E
A/I
Excellent report writing and data analysis skills.
E
A/I
Excellent Project Management skills and the ability to
create process orientated workflow systems designed
E
A/I
S/HR/Job descriptions/Student Services/Student Lifecycle Support Team Manager (Oct 2015)
to improve the student journey
Ability to meet deadlines and ability to work under
pressure in a team based environment
D
A/I
Experience of developing student programmes and of
developing support materials to improve the student
lifecycle
D
A/I
E
A/I
SPECIAL FEATURES
(e.g. Travel, DBS)
Ability to work weekends by prior arrangement.
BEHAVIOURS
Behaviours will be tested at interview against the Contribution Framework (available on the recruitment web site under Our Culture &
Values - Values & Principles) www.yorksj.ac.uk/values-and-principles
Leading myself and others
E
I
Delivering a great service
E
I
Taking a professional approach
E
I
Working together as a team
E
I
S/HR/Job descriptions/Student Services/Student Lifecycle Support Team Manager (Oct 2015)