Senior Manager, Student Recruitment Operations

Manpower is currently recruiting for a Senior Manager within Student Recruitment Operations, for our client, The Open University. This is a full-time contract for 2 years, starting as soon as possible.

About the role: Senior Manager, Student Recruitment Operations

The role holder will provide leadership of the delivery of student facing operations in the Student Recruitment & Support Centre. This will enable students and prospective students to make the right study choices leading to successful progression, qualification and completion, ensuring student satisfaction.

The role has the following key elements:

Person specification

Skills and experience

Essential:

• A first degree or equivalent experience is required and extensive experience of working in a customer service/contact centre operation.
• Extensive experience of managing, coaching and developing staff.
• Recent experience of managing within a multi-channel social Contact Centre environment with responsibility for both inbound and outbound activity.
• Ability to understand and manage high volume call and email handling.
• Ability to manage change within a complex business environment.
• Experience of managing the use of on-line databases to deliver services and of interrogating databases for information.

Desirable:

• Experience of specifying systems development requirements.
• Experience of working in an environment where web chat and social channels are used.

Personal abilities and qualities

Essential:

• Willingness to engage with new technological systems and the ability to absorb new concepts.
• Demonstrable ability to manage and control a medium scale operation with multiple communication channels. Experience of setting, meeting and reporting appropriate performance measures and standards.
• Demonstrable numeracy skills and ability to analyse statistical information.
• Experience of forecasting and managing budgets and of managing resources effectively.
• Ability to understand the financial implications of plans/proposals.
• Proven ability to lead and manage a team effectively.
• Ability to meet deadlines and achieve targets.
• Resilience and adaptability to deal with unforeseen work demands and prioritise and organise work effectively.
• Ability to act as a role model that encourages teamwork, new ideas and motivates colleagues.
• Ability to handle ambiguity and uncertainty.
• Experience of operating effectively within a multi-site management team.
• Excellent oral and written communication skills.
• Ability to write clearly and effectively for a range of audiences.
• Evidence of ability to negotiate effectively with internal and external customers.

Desirable:

• Experience of successful financial management in a previous role.