Deputy Head: Academic Operations - Pretoria at IIE Rosebank College

Job Purpose:

• The Deputy Head of Operations is accountable for supporting the academic operations management including monitoring and implementing plans to improve operational efficiency of the department

Education (Formal Qualification Required)

Minimum

• NQF Level 7 Qualification – BCom / BBA

Advantageous

• NQF Level 8 Qualification – BCom / BBA
• NQF Level 5 Qualification in Project Management

Legal Requirements

• Valid driver’s license

Experience required

Minimum

• Academic Operations Officer experience: 3 Years
• People Management experience :1 Year

Advantageous

• Project Management experience :1 Year

Position Description

Academic Operations Plan Implementation

• Carry out the requirements to implement the annual academic operations plan to support the operational roll out of initiatives such as registration, assessments and graduation
• Monitor the delivery targets and objectives for the operations team and report to the Head
• Suggest corrective actions to improve and enhance operational delivery
• Delivery of operations are aligned to project plan

Academic Operations Implementation

• Upskill all new staff on how to conduct the registration process and oversee the roll-out
• Check that all elements of the assessment process including results release, scripts collection, upload on the system, release of marks are completed
• Implement corrective actions as required
• Report on the achievement and status of all deadline and academic milestones as per the planner
• Monitor that all deadlines are being adhered to for the moderation process
• Communicate to stakeholders regarding changes in timetables, materials, assessments and general updates
• Oversee the distribution of academic reports
• Oversee that all documents and information are gathered to support the graduation process on campus
• Manage academic meetings
• Chair Operations Meetings as required
• Results are published on time and there are limited queries
• Changes are communicated timeously
• Reports are distributed timeously

 Registration Process Coordination

• Review and check academic progression have been implemented correctly
• Support students in completion of documentation
• Check that academic progression documents are completed correctly
• Respond to and resolve queries
• Targets reached in terms of student numbers and revenue

Customer Service Support

• Implement the IIE customer service plan as aligned to campus needs
• Coordinate the customer service function for all full-time students
• Check that student queries are resolved and deal with any outstanding queries
• Manage and oversee resolution of all IIE assist requests and queries
• Queries and requests are resolved within stipulated SLAs
• Student ratings for customer service are within stipulated SLAs

Monitoring of Adherence to Academic Policies and Procedures Compliance

• Monitor the adherence to academic policies across operations
• Assist the teams with all Internal and external audits
• Provide input into annual policy and process reviews
• Adherence to policies and procedures in academic operations

Reporting

• Compile registration process reports relating to numbers of student and issues experienced and submit to the Head
• Compile status reports relating to the assessment process including system issues, deadlines and publishing of results and submit to the Head
• Compile graduation status reports in terms of events planning and number of students that qualify to graduate and submit to the Head
• Compile reports relating to IIE Assist ticket resolutions
• All reports are accurate and submitted on time
• IIE Assist queries are reported on and resolved

People Management

• Conduct performance planning session, track and monitor performance in accordance with performance contracts
• Conduct performance reviews in accordance with policies and procedures and take corrective action where necessary
• Complete or Performance Management contracts and documentation
• Provide coaching and feedback to employees on how to improve and sustain their performance
• Manage Personal Development conversations and the completion of Personal Development Plans
• Lead the department by managing appointments, promotions, and industrial relations issues in conjunction with the Human Resources Support Service Unit
• Conduct disciplinary actions as per the company’s policy and procedure, where necessary
• Performance Contracts are complete and submitted by due date
• Personal Development Plans are in place for 95%+ of employees
• Department employee attrition is less than 10%
• Employee satisfaction score on surveys is 3.5+ for the department