Manager, RMIT Connect

THE ROLE

The Manager, RMIT Connect provides leadership and operational management to the RMIT Connect team at RMIT Vietnam, ensuring that high quality, responsive student advice and support is provided to all RMIT Connect users. The position will ensure that RMIT Connect staff are appropriately skilled, trained, and the department adequately resourced to ensure an exemplary standard of customer service.

This position works collaboratively to develop strong links, communication channels, and robust processes between RMIT Connect and the relevant key personnel across the University in Vietnam and Australia.

KEY RESPONSIBILITIES

Lead RMIT Vietnam (RUVN) Connect staff to deliver excellent customer service. Employ contemporary customer experience (CX) methodology to develop a service experience that exceeds the service quality standards established for RMIT Connect globally. Collect and analyse student satisfaction data to improve service quality.
Ensure students view Connect as their ‘first choice’ source of information about RMIT. Segment engagement and communications activities by cohort (e.g., first/mid/final year, PG/UG career, late-intake, campus) so that all students are included.
Innovate in providing students 24/7 access to answers using a variety of methods including online /asynchronous tools in addition to 1:1 and face to face support.
Work with Departments to deeply understand the unique characteristics and requirements of each Program map. Ensure Student Advisors consistently deliver accurate and detailed advice based on their understanding of specific programs and courses.
Align the RUVN Connect annual plan to meet priorities as described in the RUVN and Education Portfolio business plans. With guidance of Sr. Mgr. Student Success, plan Connect annual budget and control expenditure during the year.
Collaborate with Melbourne-based colleagues to ensure that RUVN policies, processes, and workflows are applied consistently as at other RMIT locations.
Use formal and informal professional development to ensure members of the Connect team can meet their assigned objectives. Ensure staff receive feedback on performance. Set performance targets, service indicators and quality standards to maintain a culture of accountability.
Ensure that RMIT Connect premises, facilities, IT and physical resources are managed effectively, and enable the agreed service standards to be achieved.
Provide employed RUVN students with meaningful work experience which helps them develop their employability skills and gets them ‘ready for life and work.’
Develop and maintain effective partnerships with colleagues across the Education Portfolio and in Schools and other operational areas of RMIT

KEY SELECTION CRITERIA

Extensive experience and demonstrated passion for leading a team who deliver highly customer-centric services.
Strong evidence of leadership skills; ability to shape team and group priorities to reflect the organisation’s vision and values;
Experience managing and directing staff to follow effective administrative business processes using service management or related software.
Proven ability to maintain strategic relationships across all levels of a large organisation; manage complex cross-department issues including ability to negotiate agreed outcomes with stakeholders holding divergent views.; proven ability to develop and ability to develop and sustain productive relationships with students and other customers or stakeholders.
Evidence of well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication; the ability to perceive and manage the emotions of one's self and others.
Excellent written and verbal English communication skills; the ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.
A Bachelor’s degree in a relevant discipline

BENEFITS

Unique opportunity to work within a multi-lingual, multi-cultural environment with creative and innovative committed colleagues.
Attractive salary package and allowances
13th month Tet bonus
Private premium medical insurance
20 days annual leave, 10 days sick leave per annum
Education fee support for staff dependents after a qualifying period

ENGLISH PROFICIENCY REQUIREMENTS

If English is not your native language then you will be required to demonstrate a minimum English language proficiency standard at a BULATS Advanced level (BULATS score 75), equivalent to IELTS (General) 6.5. RMIT Vietnam will require you to complete a BULATS test to assess your level of English before an offer of employment can be made.

HOW TO APPLY

Click on the ‘Apply Now’ link. Applications close on 12 March 2019
http://careers.rmit.edu.vn/vn/en/job/574208/manager-rmit-connect

- Premium private Medical insurance
- 20 days of annual leave per annumm
- Multi-culture professional working environment

Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp