Operations Manager Job in Edinburgh at Heriot Watt University –
The Operations Manager will liaise with Professional Services Directorates and Commercial Partner to ensure services relevant to the student experience and relevant running of the Global College are delivered effectively.
The role holder will work closely with the Executive Dean HWGC, Professional Services Directorates and Commercial Partner to ensure the effective set-up and efficient running of Global College operations, maintaining a students first, student-centred approach.
They will act as the main link and facilitator between the Global College, Commercial Partner and Professional Service Directorates : working together to agreed plans, resource allowance and through the monitoring and reviewing of Service Level Agreements (or equivalents).
The role holder will be instrumental in developing and implementing efficient and effective services and processes that will support the delivery of Strategy 2025 and a high-quality student experience : identifying Global College specific requirements and actions where they connect into university wide operations.
They will lead the development of a service excellence culture within the College that delivers service excellence.
A key element of the role in this academic year will be working directly with staff from Commercial Partner working to establish systems and processes that meet both HWU and Commercial Partner requirements
The Operations Manager role is expected to operate independently drawing on own discretion and revising practices in line with university policies, and draw on best practice and apply innovative solutions to resolve complex problems and enhance service delivery to staff and students
They will have responsibility for overseeing School resources, including budgetary management as allocated by the Executive Dean, liaising with the Finance Business Partner.
They will represent the Global College at appropriate forums, committees, etc.
Summary of Key Duties and Responsibilities:
The role holder will do the following:
Work closely with the Executive Dean, providing advice and direction to ensure that there is an appropriate level of Professional Services support for College activities, through direct provision by Commercial Partner and services provided by Heriot-Watt Professional Services
Be the primary expert within the Global College in understanding the processes, requirements, regulations and agreeing schedules of professional services operations by Heriot Watt Professional Services and/or Commercial Partner
Support the Executive Dean in leading all aspects of non-academic operations, proactively addressing issues and opportunities as they arise, additionally supporting academic activity.
Contribute to the management of Global College resources and planning to support the Executive Dean. Assist the Executive Dean in the implementation and monitoring of the College’s strategic plan and ensure the College’s strategic plans and operations align with Strategy 2025 and University operational plans
Report to the Executive Dean on assigned budgets across the College to assure good value for money and to control the cost of service delivery within University policies, procedures, agreements and regulations
Work with colleagues in Registry and Academic Support Directorate to support those boards or committees relevant to the business of the Global College, or which require professional input. For example, Boards of Examiners or Studies Committees;
Build a common understanding and partnership between Commercial Partner, Heriot Watt Professional Service colleagues at all levels. Use diplomacy. Gather, moderate and communicate the expectations, needs, views and experiences of Global College, Heriot Watt Professional Services and Commercial Partner.
Monitor and report on the service levels provided to both staff and students across the Global College. Follow up to advocate for the maintenance of consistent services at agreed levels.
Provide support for troubleshooting issues with the processes supporting the Global College, providing expertise in the business processes and understanding of the manual and system procedures;
Work with colleagues within the Commercial Partner and Heriot Watt Professional Services to identify and assess business process improvements; and to implement and embed those business process improvements which are prioritised;
On behalf of the Head of Academic Secretariat, Regulation and Policy division, act as a complaints investigator, investigating complaints or areas of concern, in accordance with the approved University Complaints procedures
Provide support for key University events,: for example supporting the University’s graduation ceremonies, or recruitment open days.
The role holders may sit on:
Relevant College senior management teams and appropriate College and Commercial Partner joint committees
Senior level university committees, boards and forums
Other groups affecting the operations of the schools
Working with other Heads of Operation/strategic context:
Share knowledge and provide timely collective feedback to senior management to better inform decisions that impact on Professional Services across all the college and all other schools.
Work to develop the portfolio approach to the management of the relationship with RAS management team and other central service directorates to support and improve servce provision within the global college and equally across all Schools
Work with other Heads of Operations to resolve issues wherever the college touches down domestically or globally.
Working with Professional Service Directorates/strategic context and team work:
Act as the primary point of contact for Professional Services Directorates regarding Professional Services support to the Global College is aligned to the annual planning process.
Develop strong and effective relationships with central professional services leadership teams to maximise potential synergies and to facilitate connectivity across Directorates.
Monitor and manage the Service Level Agreements (or equivalents) between the Global College and respective Professional Services Directorates.
Support the development of plan for space management, liaising with Estates & Facilities as appropriate on the allocation of offices, laboratories and workshops within the College to ensure adequate provision and effective utilisation of staff and student facilities.
Support PS and academic staff with a range of HR related processes and act as the main contact for HR regarding College HR issues.
On behalf of the Head of Academic Secretariat, Regulation and Policy division, act as a complaints investigator, investigating complaints or areas of concern, in accordance with the approved University Complaints procedures.
Coordinates the response to Freedom of Information requests and provides advice on GDPR matters locally to ensure compliance.
Risk Champion for the Global College, including regularly updating and maintaining risk registers.
Undertake business continuity planning for the College.
Ensure compliance with University H&S policy and legislation including the reporting of incidents and actions to eliminate or reduce the risk of accidents.
University level/strategic context and team work:
Where required, the role holder may be expected to represent the Schools Professional Service teams at relevant University Committees and working groups.
Contribute to University policy, initiatives and decision making.
Contribute to discussions with Professional Service Directorates regarding the University’s Strategic Plan for Professional Services including new systems.
Facilitate responses to University consultations and advise on the impact of University Professional Services policies on the Global College.
Where required, the role holder may be expected to represent the Schools Professional Service activities externally.
About the Company
Company: Heriot Watt University –
Company Location: Edinburgh