Corporate Services Division Information and Enrolments Team Leader

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					Corporate Services Division
Information and Enrolments


       Team Leader – International and
            Enrolment Support

Position:                                      Permanent, Fulltime (37.5 hours per week)
Contract/Grade:                                Grade 5 $42, 513 - $50, 015

INTRODUCTION TO CPIT
Christchurch Polytechnic Institute of Technology (CPIT) is the largest South Island ITP (Institute of Technology and
Polytechnic. The institute has two centrally located large campuses in Christchurch and a number of smaller learning
centres around Christchurch. Emphasis is on applied learning where theoretical education is combined with a hands-
on approach. CPIT prides itself on the emphasis it places on excellence - such as the increasing number of teaching
awards it attracts and its achievement of high levels of recognition in educational audits - and on the many diverse
and dynamic partnerships it has with industry, the community and a wide range of interest groups in the city.

CPIT welcomes approximately 25,000 student enrolments each year including both full and part-time, domestic and
international, professional, paraprofessional and trades focussed. Students and staff of a myriad nationalities attend
throughout the year during the day, evening or weekend. Te Wānaka o Ōtautahi (CPIT) also provides a place of
belonging for those wanting to engage in te ao Māori or Fale Pasifika.

Over 1,500 staff teach and support learning in vocational programmes and courses across a comprehensive range of
career and subject areas at varying levels from foundation to degrees, graduate diplomas, diplomas and certificates to
short term modules and courses customised for business, industry or special interest clients.

A challenging and exciting education environment demanding responsiveness to the diverse needs of students,
employers and our region makes CPIT a dynamic and engaging place in which to work.

TEAM INTRODUCTION
Registry forms a department within the Corporate Services division and works in partnership with faculties and
divisions to support CPIT’s educational objectives and student success. Registry is the front line interface with the
public and students at CPIT and is made up of a group of more specialised units providing an information and
enrolment service to our customers: students, potential students and visitors.

As one of the units in Registry, the Information and Enrolment team is responsible for assisting CPIT’s customers
through their queries and issues. This involves not only imparting information but the process of enrolling students in
their chosen course/s. The service provided may be either face to face, over the phone, or via mail or email. High
customer service standards ensure that quality, timely and appropriate advice is provided and that our customers are
provided with the information they need to make the decision to study at CPIT. The team works closely with the
different areas from across the organisation with the goal of optimising the recruitment of students.

ORGANISATION STRUCTURE

                                       Corporate Services
                                            Division




      Facilities             Information                                                Registry
                                                            Finance
    Management               Technology                                                 Manager




                                           Contact Centre              CARE Team                   Jasper Team   Student Support Officer
                                             Manager                    Manager                     Manager         Tertiary Tasters
                                                                                                                     Coordinator
                                                                                                                 Registry Administrator

                                                                      International &
                                                                         Enrolment
                                                                      Team Leader




                                                                           I&E CSR's x 12.3




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PRIME FUNCTION/PURPOSE OF THE JOB
The Team Leader, International and Enrolment Support reports to the Central Academic Records and Enrolments
(CARE) Manager and is responsible for the day to day operational leadership of the Customer Service
Representative Team. You will work to:
 Undertake the day to day operational leadership of the Team by working alongside, supervising, supporting
   and guiding team members in all aspects of their roles.
 Build and support relationships with both external and internal customers.
 Work with the team to proactively identify change that facilitates improved efficiency and compliance, and/or an
   improved customer experience.
 Work closely with the Central Academic Records and Enrolments Manager, and other areas of the organisation
   to ensure that business and systems processes operate efficiently and that there is provision of a quality
   customer service experience.
 Actively manage workflows across the whole of the Information and Enrolments Team.
 Ensure the International Admissions Team complies with the Code of International Practice, requirements of
   the New Zealand Immigration Service and CPIT’s Student Insurance requirements.
 Actively acknowledge the performance of the Team ensuring that high levels of quality and compliance are
   maintained and processes remain efficient and effective

DELEGATED AUTHORITY AND RESPONSIBILITIES
Financial:       In accordance with Finance delegations
Human Resources: Level 500 position. Delegations in accordance with HR delegations
Other:           As agreed with the Registry Manager

PROFESSIONAL PROFILE
ESSENTIAL                                                                     PREFERRED
Education/Qualifications
    Level 5 or 6 Business Diploma with a focus on                                Bachelors degree
     Leadership/Management

Experience/Skills/Knowledge
    Experience in a Service Industry                                             Service experience gained in a tertiary institution
    Experience in, and an understanding of, the                                  Jade Student Management System (Jasper)
     complexities of enrolment of domestic and                                    Understanding of the Education Act 1989
     international students. Including, but not limited                           Knowledge of NZ Immigration as well as the
     to, Code of International Practice, New Zealand                               Code of Practice for the Pastoral Care             of
     Immigration Service and Insurance requirements.                               International Students
    Proven leadership and management skills
    Experience managing fluctuating workloads and
     to delegate, negotiate and prioritise accordingly
    Strong planning and organisational skills with
     attention to detail and follow through to achieve
     final outcome
    Analytical with an understanding of complex
     administrative systems and processes
    Competent in using a range of computer systems
    The ability to initiate, understand and analyse
     reports and to make adjustments when needed
    Strong facilitation and support skills
Personal Attributes
    An active commitment to continuous improvement
    Strong customer service ethic and the ability to
     support others to achieve this standard
    Credible and self-confident
    Effective communicator
    Flexible approach with the ability to cope with
     competing demands
    Is willing to commit to the CPIT staff profile which
     encompasses foci on students; learning and
     teaching; innovation, flexibility and continual
     learning; research; biculturalism;
     internationalisation; disability awareness;
     environmental awareness and sustainability;
     health and safety; IT literacy.

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KEY FUNCTIONAL RELATIONSHIPS
Internal                                                                      External
     International Director and team                                              Agents and staff of other       institutions   and
     Information and Enrolments team                                               government agencies
     Registry Team Leaders/Managers
     Faculty and Division Staff

KEY TASKS                                                                     RESULT AREAS
Problem Solving/Liaison                                                          Analysis and resolution of enrolment related
                                                                                  problems. May include liaision and negotiation
                                                                                  with Faculty and Division Staff.
                                                                                 Analysis of complex financial transactions related
                                                                                  to student enrolments and resolution of
                                                                                  associated issues
                                                                                 Provide advice and guidance to Enrolment staff in
                                                                                  the resolution of enrolment related issues.
                                                                                 Liaison with New Zealand Immigration Service,
                                                                                  CPIT’s International Student Insurance provider.

Management and Leadership                                                          Lead and manage staff workloads and workflow
                                                                                    on a day to day basis.
                                                                                   Use exception reporting tools to monitor data
                                                                                    integrity in the Student Management System
                                                                                   Ensure an excellent provision of an information,
                                                                                    admission and enrolment service is provided by
                                                                                    the Team.
                                                                                   Take responsibility for the functioning and
                                                                                    presentation of the back room area and
                                                                                    Information and Enrolments team including the
                                                                                    development and streamlining of administrative
                                                                                    systems and processes for both International and
                                                                                    domestic students.
                                                                                   Conduct probation, annual appraisal and job
                                                                                    evaluation interviews and reports for nominated
                                                                                    staff.
                                                                                   Facilitate professional development of team
                                                                                    members in consultation with CARE Manager.
                                                                                   Organise staff rosters to ensure all areas across
                                                                                    Information and        Enrolments are staffed
                                                                                    appropriately. This includes frontline service,
                                                                                    VOS, NSI/SDR, international and financial
                                                                                    processes and involves the active planning of
                                                                                    staff leave and training requirements.
                                                                                   Facilitate regular team meetings.
                                                                                   Operate as the first point of contact for team
                                                                                    members and take responsibility for resolution or
                                                                                    escalation of issues as appropriate.
                                                                                   Organise training for new team members and
                                                                                    ongoing training for existing team members.
                                                                                   Ensure the team are aware of, and adhere to,
                                                                                    CPIT Policies and Procedures to ensure that all
                                                                                    work is carried out to the standards required by
                                                                                    CPITs Code of Professional Practice.

Quality Experience                                                                 Work with the team to meet student recruitment
                                                                                    objectives.
                                                                                   Provide clear standards of service and turn
                                                                                    around timeframes to team members and work
                                                                                    with team members in achieving these standards.
                                                                                   Ensure that staff knowledge levels, in particular
                                                                                    relating to programmes/courses, business
                                                                                    processes and systems are continuously
                                                                                    improved.
                                                                                   Work closely with the team to ensure that
                                                                                    processes, systems and service across the whole

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                                                                                   of the International and Enrolments Team are
                                                                                   customer focused, efficient, compliant and
                                                                                   continually improved.
                                                                                  Audit team processes to ensure compliance with
                                                                                   policy, regulations and legislation.
Relationships                                                                     Act as liaison between team members and the
                                                                                   CARE Manager.
                                                                                  Liaise with Faculty staff to ensure a positive
                                                                                   customer experience for all Registry customers.
                                                                                  Develop      and     foster     internal    customer
                                                                                   relationships with staff in faculties and divisions.
                                                                                  Develop and foster appropriate relationships with
                                                                                   staff from supporting organisations such as the
                                                                                   New Zealand Immigration Service, Studylink,
                                                                                   Work and Income New Zealand, Tertiary
                                                                                   Education Commission, Ministry of Education.
                                                                                  Contribute to and support cross-functional team
                                                                                   relationships with Registry and Marketing team
                                                                                   members.
                                                                                  Attendance at CPIT team leader meetings
Planning and Monitoring                                                           Assist CARE Manager in planning processes.
                                                                                  Provide regular accurate reporting on trends,
                                                                                   processes, and issues and statistical information
                                                                                   (as directed) for the purposes of planning and
                                                                                   monitoring.

ADDITIONAL NOTES
The successful applicant is required to commit to CPIT’s staff profile which encompasses foci on students, learning
and teaching, innovation, flexibility and continual learning, research, biculturalism, internationalization, disability
awareness, environmental awareness and sustainability, health and safety and IT literacy.

All of the information provided above is intended to describe the general nature and level of work being performed.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the
position and incumbent. From time to time, the incumbent will be required to accept and carry out other relevant
duties as assigned by the Registry Manager.



ADDITIONAL INFORMATION

       1. Staff Appraisal - CPIT has in place a staff appraisal process in relation to job performance. All staff are
          required to take part in the process.

       2. Staff Training and Professional Development - Staff are required to develop a professional
          development plan with their Manager.

       3. CPIT Profile - For CPIT to develop and prosper, all staff are expected to demonstrate a range of skills,
          knowledge and attitudes that contribute positively to the organisation’s fundamental purpose which is to
          provide quality learning for students. We have an integrated approach to defining, describing and
          developing a positive learning culture among staff and we align this approach at all levels to the mission,
          values, goals and strategic direction of the institution.

       4. Health and Safety - Applicants for positions are asked to declare any relevant health related needs or
          issues on the Confidential Information form provided to Human Resources with your application for
          appointment. This information is not used for short listing but we do expect you to discuss your needs as
          part of the interview process or when accepting an employment offer where this is relevant.
          Confidentiality is assured and applicants will not be differentiated on the basis of disabilities or health
          requirements unless these render applicants unable to undertake the task requirements. Employees may
          be required to undertake a health check where baseline data is needed for specific positions e.g. a
          hearing test for those involved in workshops.

       5. Trial Period - When appointed to a permanent role, and new to employment with CPIT, a trial period of
          three months applies to the employment.



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       6. Intellectual Property - Intellectual property developed by Employees in the course of their employment
          belongs to CPIT.

       7. Employment Terms and Conditions - Appointment is within the terms of the employment law and for
          the first 30 days of employment CPIT is legally required to employ staff in this position on the terms and
          conditions of the TIASA Collective Agreement. If the staff member joins the union the terms of that
          union’s collective agreement apply in accordance with the legislation current at the time of joining. If the
          staff member does not join a union, s/he remains on an individual employment agreement based on the
          collective agreement and we can mutually agree to change those terms and conditions at any time.

APPLICATION DETAILS
Applications for appointment are accepted through our online recruitment system.


                                                Applications Close
                                             Monday 21 September 2009

The standard application form provides the Institute with a common set of information about each candidate but applicants should
not limit themselves to that form. Personal applications set out in the applicant's own style including a curriculum vitae and
particular references to the job description and personal profile are welcomed. CPIT reserves the right not to appoint or to
appoint by invitation in the event the recruitment process is deemed to be unsuccessful.




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