UTS POSITION DESCRIPTION
UTS: HUMAN RESOURCES
POSITION: UTS Student Centre Team Leader (several positions), HEW 7/8
FACULTY/UNIT: Student Administration Unit
PURPOSE OF THE ROLE
The UTS Student Centre Team Leader is responsible for providing leadership to the teams and ensuring
the centre’s operations are consistent with the pan-University ‘one-stop’ service delivery approach. The
team leader manages the delivery of effective administration, user friendly operation, timely and accurate
student administration information and advice.
The Student Centre is responsible for the provision of student administrative activities across the entire university.
They are the first point of contact for University clients seeking information, advice and assistance on
student administration and case management issues. Information and advice are provided to prospective,
present and past students on all aspects of student-related administrative procedures and UTS Rules
covering a broad range of matters from initial enquiry to admission applications through to graduation.
The Student Centres provide key services on behalf of faculties in relation to student administrative matters.
UTS Student Centres provide expert student administration and case management support services for the
University and from a student administration perspective are the face of the Faculties. Student Centres are
location based to aid student interactions, and on that basis the majority of the enquiries within a Student
Centre will be from students of nearby faculties.
There are five Student Centres across UTS that are part of the Student Administration Unit in the
Registrar’s Division. There are multiple UTS Student Centre Team Leaders located within each Student
Centre. The Student Centre Team Leader must be prepared to work at all student centre locations as
needed or directed.
UTS is one of the largest universities in New South Wales, with over 30 000 students enrolled in
undergraduate and postgraduate programs.
Higher Degree Research: 1 273
Postgraduate Coursework: 10 926
Undergraduate 19 403
TOTAL: 31 602
Faculties: 9, Institutes: 2
UTS offers more than 90 undergraduate degrees and over 200 postgraduate courses. There are over
4000 international students from more than 70 countries enrolled at the University, including AusAID
sponsored students from developing countries. The Student Centres provide services to any student at any
location regardless of the students Faculty, campus or discipline.
The UTS Student Centre Team Leader reports directly to the UTS Student Centre Manager who in turn
reports to the General Manager, Student Administration Unit. The Student Centre Officers report directly to
the Team Leader position.
UTS Student Centre Team Leader 1
CONTACTS AND CRITICAL RELATIONSHIPS
The UTS Student Centre Team Leader works closely with staff of the Student Centre, with staff of the other
Centres, with relevant staff from the faculties located nearby and with the Student Administration Unit.
There is a high level of interaction between the functions and systems used by and managed by these staff,
requiring exceptional teamwork in order to deliver required outcomes. There is also regular contact with
staff in the International Programs Office and the Student Services Unit.
The UTS Student Centre Team Leader will provide advice to prospective students, parents and may
provide information to other Australian tertiary institutions and International educational institutions,
Insearch and other related private educational organisations, client groups, professional societies and
associations, employers, TAFE and the general public.
The UTS Student Centre Team Leader:
Provides effective and efficient leadership and administration of the UTS Student Centre by managing
the functional responsibilities of the team. This includes overseeing as well as taking a hands on
approach to the administration work of the centre and ensuring all work in the centre is completed
accurately and on time.
Provides leadership to the team members by managing performance, providing guidance and
mentoring. Ensures the team members are developed and trained in all aspects of the Centres
activities by designing and implementing appropriate on the job training
Leads the team that is the first point of contact for the UTS community, students and the public. The
Centre provides a ‘one-stop’ information service to students and quality information and advice about
current courses, requirements and processes as well as specific administration services for faculties
located in close proximity.
Creates an effective environment for students by providing timely and accurate resolution of
problems/issues/enquiries through the provision of administration services, information and advice
about current courses, requirements and processes. From a student perspective, the team is the face
of the faculty.
Resolves complex enquiries, in particular student case management and where relevant uses these
enquiries as part of staff training.
MAJOR FUNCTIONS OF THIS POSITION
At level 7:
Ensure the team provides accurate, timely, client focused advice to a cross-section of students, staff,
prospective students and public seeking information and advice from the Centre. This advice will range
from basic enquiries to more complex enquiries regarding University and faculty rules and policy.
Provide advice and interpret policy that has an impact beyond the Student Centre.
Provide advice, and services and resolve issues on student matters in areas such as case
management and student complaints. The Team Leader incorporates specialist advice from a range of
Lead the team to optimise performance and service levels. This includes planning; quality control;
selection, training, development and performance of staff; prioritising and allocating work. Manage and
review the performance of the staff reporting to this position
UTS Student Centre Team Leader 2
Lead projects relating to process improvement by reviewing procedures, making recommendations and
implementing and communicating outcomes. This may involve leading a project team and implementing
changes. For example, ensuring business processes are streamlined.
Ensure that documentation and mapping of Student Centre procedures are developed and maintained.
With the guidance of the Student Centre Manager, establish and document a strategy for the ongoing
review and regular updating of procedures that outline Student Centre activities.
Identify trends and systemic problems in all areas of responsibility and provide advice on the
appropriate response to those trends or problems. The Team Leader has a detailed knowledge of the
SAU policies and understands the interrelationships between SAU policy and activities.
Contribute to developing a peer network to ensure consistency of approach, learning from each other
and the open exchange of ideas.
The Team Leader provides support and advice to less experienced staff, develops and undertakes peer
training, and casual staff training when required. The Team Leader attends information days organised
by the University, overseeing the Team’s provision of advice, detailed and accurate information on
courses and UTS procedures to attendees.
Roster staff in the centre to ensure the work requirements, including peak periods are covered and staff
are provided with a variety of work and an opportunity for rotation of work functions.
Assist in the identification of continuous improvement and innovation opportunities; this may include
preparation of business cases, operational requirements and resource implications in conjunction with
the Student Centre Manager
Under the broad direction of the Student Centre Manager, liaise with key faculty contacts to ensure the
smooth operationalisation of ongoing student administration tasks
In addition the level 8:
Provide leadership as a functional expert/specialist by assuming a leadership role in the UTS Student
Centre. This will involve developing strategies to determine if the work of the Centre meets the needs
of clients and service level agreements and providing advice on exceptional student matters.
The Team Leader will also be accountable for mentoring, coaching and advising other Student Centre
Officers and Team Leaders, developing strategies and recommendations to the Manager to improve
organisational performance within the functional areas, and for leading implementation projects.
Contribute to University-wide policy by identifying opportunities and the need for new strategies and
policies. Work with other specialist areas of SAU to develop strategies/policies.
Identify opportunities for business improvement. Recommend and facilitate service improvement
initiatives and where appropriate take a lead role in any implementation projects. This may include
implementing pan-University Student Centre and SAU projects such as major changes to workflow
designs to improve turnaround times for student administration processes, and may require active
participation on various working parties and committees
Provide expert advice on interpreting policy, legislative, compliance and regulatory requirements related
to student administration; including analysis of the impact of changed requirements to existing services,
processes and procedures.
Develop processes to ensure knowledge management and lead process improvement of student
administration within the Centre. In collaboration with other Team Leaders identify and provide training
in all areas of the Centres work. Plan, benchmark, develop and implement training to address staff
capabilities and skill ‘gaps’ across all centres.
Act in the UTS Student Centre Manager position when required.
UTS Student Centre Team Leader 3
CHALLENGES AND PROBLEM SOLVING
This is a new role with a significant staff management responsibility. As such the incumbent will need to
develop effective working relationships with all staff within the work area. The imperative will be to build
and maintain an effective administrative support team with a strong focus on and an understanding of
the needs and requirements of a diverse student, staff and general public population.
A major challenge for the UTS Student Centre Team Leader is to provide an efficient and effective first
point of contact Centre for a very wide range of enquiries, and particularly for prospective students and
to ensure that this is reflected across all first point of contact areas. This involves developing staff from
a range of Faculty and central student admin backgrounds to have;
o a thorough and up-to-date knowledge and understanding of University, Faculty and statutory
rules and procedures and the structure of courses in order to provide consistent accurate
o an understanding of the responsibilities and functions of many different areas of the University in
order to manage enquiries that need to be passed on to other areas.
o the ability to work as part of a team and lead the team in a highly interactive environment that is
impacted by most events and Centre, Unit, Faculty and UTS deadlines.
AUTHORITY TO ACT
The UTS Student Centre Team Leader will
work under general to broad direction from the UTS Student Centre Manager.
allocate and manage workloads and the performance of the team
identify training and development needs of the teams.
develop, implement and interpret policy on student administrative matters that has an impact across the
monitor Student Centre staff access to administration systems, ensuring security access levels, data
integrity and accuracy, and audits.
Safety & Wellbeing responsibilities
All staff must:
Take reasonable care of, and cooperate with actions taken to protect, the health
and safety of both themselves and others
report all accidents, incidents and hazards to their supervisor as soon as is
Supervisors and managers of staff and facilities must do whatever is reasonably practical
to ensure that both the workplace and the work itself are safe, in consultation with staff
SKILLS AND ATTRIBUTES
Demonstrated ability to set and exhibit a high standard of quality service orientation, with highly
developed interpersonal and written communication skills. This includes the ability to explain complex
student matters in an appropriate, clear and concise manner.
Proven ability to identify trends and systematic operational problems in service delivery and implement
effective customer focused solutions.
Proven ability in leading a project team in developing, implementing and evaluating policy and process
improvement initiatives in the workplace.
UTS Student Centre Team Leader 4
Demonstrated ability to lead a team to prioritise tasks, to meet deadlines and maintain a high degree of
Demonstrated ability to design, deliver and assess operational training.
An understanding of equity and merit principles and a commitment to EEO.
High level of competence in student systems at UTS, or similar.
A degree and / or relevant experience
Experience in the supervision, motivation and development of staff to achieve a high level of customer
UTS Student Centre Team Leader 5
REQUIREMENTS FOR PROGRESSING TO THE HIGHER LEVEL
Progression to the next level may only occur when the following criteria have been achieved.
1. The employee has spent a minimum of 12 months at the top of level 7
2. The employee has demonstrated the capacity to meet the development goals listed below and has
the capacity to perform the tasks at a higher level and
3. The Student Administration Unit requires the incumbent to work at the higher level.
Criteria Demonstrated by
1. Development and/or re-design of process Regularly implemented innovative solutions to
process improvement, measured effectiveness in
terms of quality and efficiency and reported on the
Effectively imparts knowledge and process steps
to new colleagues and support them in their
induction and on the job training.
2. Problem solving Regularly identified solutions in relation to more
complex queries and as a result has put in place
changes to processes or information and
communicated and trained staff in the changed
3. Knowledge and behaviour Is a role model for others working in the Centre,
exhibiting a professional, high quality of service to
all Centre stakeholders.
4. Service improvement Regularly identified service improvement
opportunities and implementation options and
provided such recommendations to the Manager
for possible use in all centres across UTS.
Deputy Vice-Chancellor (External Relations) & Registrar
Director, Student Administration Unit
General Manager, Operations and Process Improvements
Manager, Student Centre (L9*)
Team Leaders, Student Centre (L7/8*)
Student Centre Officers (L5/6*)
UTS Student Centre Team Leader 6
SKILLS AND ATTRIBUTES (SELECTION CRITERIA) SUPPORT STAFF
POSITION: UTS Student Centre Team Leader
FACULTY/UNIT: Student Administration Unit
• Demonstrated ability to set and exhibit a high standard of quality service orientation, with highly developed
interpersonal and written communication skills.
• Proven ability to identify trends and systematic operational problems in service delivery and implement
effective customer focused solutions.
• Proven ability in leading a project team in developing, implementing and evaluating policy and process
improvement initiatives in the workplace.
• Demonstrated ability to lead a team to prioritise tasks, to meet deadlines and maintain a high degree of
• Demonstrated ability to design, deliver and assess operational training.
• High level of competence in student systems at UTS.
• A degree and / or relevant experience
• Experience in the supervision, motivation and development of staff to achieve a high level of customer
UTS Student Centre Team Leader 7