Senior Academic Operations Manager

Key Relationships:

• Deans of Schools  
• Vice-Deans of Schools 
• Programme Directors 
• Faculty staff 
• Associate Faculty staff 
• Class representatives 
• Students 
  
• Other departmental stakeholders 
• Programme Co-ordinators 

Key Responsibilities:

• Responsible for analysis, review and resolution/escalation of Zendesk issues to SAOM.
• Coordinate the delivery of Knowledge articles/macros/reports Zendesk in conjunction with IT and all team members 
• Zendesk weekly roster 
• Yearly review of presentational content used by programme coordinators (e.g Programme Welcome pack). 
• Provide support & escalation of issues with non typical delivery systems such as but not limited to  ePortfolio, Social talent, TRN, and any other non-typical delivery systems  for PTECH & DSP. 
• Responsible for the allocation & recruitment and onboarding process of Lab assistant & Teaching assistants.
• Primary point of contact for academic operations usage of the Zendesk system. Informed of changes/upgrades & coordinate rollout in Academic operations team of any training. 

General:

Reporting directly to the Senior Academic Operations manager the Team leaders will be the first escalation point for programme coordinators.

• Provide high-quality co-ordination support for programmes within your own defined area.
  
• Provide support and supervision to your team of programme coordinators.
• Allocate tasks as appropriate and as delegated by the Senior Academic Operations Manager.
• Work closely with the Senior Academic Operations manager to ensure that the
• administrative needs of your team’s programmes are met.
• Ensure that a high quality of service is provided to NCI students and staff.
• Ensure that student complaints are addressed in a timely and responsive manner.
• Enabling and supporting academic performance & best practise through administrative operations.
• Ensuring scope & boundary between academic operations and academic leadership is adhered to.
• Ensure that College Policies outlined in the QA Handbook for programme management and delivery are adhered to.
• Work collaboratively and effectively with other units in the College such as Central timetabling, Student Services, Registrar’s Office, Admissions, Fees and Examinations
• Panel member on Programme Revalidation panels e.g Resourcing and Support for learner panel
• Ensure that an efficient records/electronic records and filing system is maintained in a centralised location – Adhering to current applicable IT/GDPR policies
• Ensuring current IT systems are used effectively by your defined area.
• Ensure that all duties within your team are performed in a professional, efficient and student centric manner.
• First point of contact for team well being.
• Escalation point for issues/risks from programme co-ordinators.
• Escalate issues as appropriate to the Senior Academic Operations Manager.
• Meet regularly with the programme coordinators to review current operations/work load and mitigate against issues. Provide support if necessary.
• Support strategic initiatives deriving from the Institutional & Academic strategies and follow on activities and impacts e.g. Student success
• Liaise and work collaboratively with the other Team leaders to ensure best practise is followed.
• Identification and Immediate escalation of extreme/student sensitive issues to the Academic Operations Manager/SAOM.
• Participate in problem resolution and provide input/feedback on SOP, 
• PCM meeting minutes -ensure they are taken, signed off & uploaded to the correct folder for your own team.
• knowledge base article/ comm’s etc. as necessary.
• Participate in recruitment of staff to your own team.
• May be asked by the Senior Academic Operations Manager to assist with other tasks such as Open day/evening planning, Conferences. 

Key Attributes: 

• Degree or equivalent qualification would be desirable.
• Knowledge of the Irish education system at third level would be an advantage.
• At least two years administration experience that demonstrates a planned, systematic approach to organisation of work.
• High proficiency in word processing, spreadsheets, e-mail, PowerPoint, and excel. 
• Good communication skills – written and verbal.
• Good Interpersonal skills.
• Attention to detail, deadline orientated and quality conscious.
• Database experience an advantage
• Flexible approach to work
• Excellent writing skills (draft letters, minutes, presentation etc.)
• Ability to work independently and show initiative

Contract: 

Permanent 

Salary: 

Specialist/Senior Administrator Band €37,271- €53,839

Annual Leave: 

24 Days per annum pro rata

Hours:

Full time

Application Process:

Internal applicants only 

To apply, please e-mail your cover letter and CV both in PDF format ONLY, quoting reference number: NCI 1050 to: recruitment-cdolan@ncirl.ie by 5:00 pm, 26th August 2024.

Note: The functions and responsibilities assigned to the Team Leader Academic Operations member are based on the current stated role and objectives of the College. These functions and responsibilities may alter in line with any change in the role and objectives of the College. 

The successful applicant will be subject to Garda Vetting and must not have any convictions under the Sex Offenders Act 2001.

The Importance of Confidentiality

We would like to assure you that protecting confidentiality is our number one priority. You can expect that all enquires, applications and all aspects of the proceedings are treated as strictly confidential and are not disclosed to anyone, outside those directly involved in that aspect of the process.

Candidates' Obligations

In submitting a completed Curriculum Vitae and supporting documentation, candidates are declaring:

• That all the particulars furnished in their application are true and correct without omission and that they are aware of the qualifications and particulars for this position.
• That to the best of their knowledge that there is nothing in relation to their conduct, character or personal background of any nature that would adversely affect the position of trust in which they would be placed by virtue of this appointment.
• Their irrevocable consent to NCI making such enquiries as deemed necessary in respect of their suitability for the post in respect of which their application is made.
• Their acceptance and confirmation of the entitlement of NCI, as appropriate to, reject their application, or to terminate their employment (in the event of a contract of employment having been entered into on foot of this competition) if they have omitted to furnish NCI with any information relevant to their application or their continued employment or where they have made any false statement or misrepresentation relevant to this application or their continuing employment with the College. #LI-DNI

Candidates should note that they may be required to submit documentary evidence in support of any particulars given by them in their application for the post.

Data Protection Acts 1988 to 2018 and the Freedom of Information Acts 1997 to 2014 as amended

Data collected for the purposes of recruitment activities

NCI conducts recruitment processes to fill vacancies within the college. When applying for these competitions applicants are asked to submit a range of documents, e.g., a completed application form, CV and/or a personal statement or cover letter. For the purposes of recruitment activities, we will not collect any personal data that we do not need to assess your candidature for a role with us.

Legal Basis for Processing

NCI ’s legal basis for the processing of this data is a combination of individual consent, contractual necessity and legal obligations.

Withdrawal of Consent

Applicants can withdraw their consent for the processing of their personal data at any time by notifying the College. It is important to note that withdrawal of consent prior to the completion of the process will be considered as a withdrawal of the application.

What we do with your data

People who are directly employed by NCI and are based in Ireland process all the personal data collected for both recruitment and HR purposes.

Shortlisting

HR draft up the shortlisting documents and provide the initial screening to determine if a person meets the essential criteria of the competition. A shortlisting panel is generally made up of two senior grade staff members from the relevant department for which the role is being recruited.

Sharing of your data

Where you have been successfully shortlisted for a post, each interview panel member will be furnished with a copy of the relevant information of those who will be attending interview in order that they can review applications in advance of the interview process. All such information will be returned to NCI and shredded following the competition process. Some of the interview panel will be external interviewers, who are not employees of NCI but are engaged for the purpose and are strictly subject to the rules and policies of the College.

Access

Applicants can request and receive access to their data at any time and can request and receive a copy of this data, in electronic/transferable format.

Erasure

Applicants can request the data held be erased. In this case, the application for a position is considered withdrawn.

Rectification

Applicants can have any incorrect information corrected.

Objection / Withdraw

Applications can object to this information being processed and/or can request to withdraw from the application process

Complain

Applicants can make a complaint to our internal Information Governance and Data Protection Officer

NCI Information Governance and Data Protection Officer

National College of Ireland, Mayor Street, IFSC, Dublin 1

Tel (Direct): + 353 1 4498 523 ; Tel (Reception): + 353 1 4498 500

And/or make a complaint to the relevant authority

Data Protection Commission, 21 Fitzwilliam Square South, Dublin 2, D02 RD28

Tel: +353 (0) 761 104 800

National College of Ireland is an equal opportunities employer and is a Member of the Athena SWAN Charter. NCI is committed to serving our diverse community and welcomes applications from underrepresented groups.