Process Improvement & Transformation Manager (Student Enquiries)

Building and Campus: This is currently a hybrid working role with both work from home and on campus. The role will be based in our department, on the Strand campus

Job description

About Us

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Knowledge & Information (SKI) department brings together colleagues who are focussed on assisting students and alumni in getting the information they need quickly and easily, so helping them engage with their programme and university life more broadly. The Process Improvement and Transformation team form part of Student Services Frontline, which is King’s central team for enquiry management. Supported by a comprehensive knowledge bank (Student Services Online), the Frontline team handle a wide array of enquiries from current students, alumni and third parties, received through online enquiry forms, over the phone, through webchat and in person at our help desks.

We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

About the Role

We are looking for a passionate candidate who can support process and service improvements within our Frontline enquiries team, ensuring we are delivering an inclusive service to our diverse student population. Drawing on methodologies from process improvement, continuous improvement, and user experience data and feedback, you will help us deliver a high-quality enquiry management service.

As a Process Improvement and Transformation Manager you will facilitate, influence, and strategically manage stakeholder relationships, ensuring teams work collaboratively to achieve solutions and common goals. You will analyse different sources of business data and working practices to identify root problems, working closely with the Head of Process Improvement and Transformation to deliver on projects adopting a Lean Six Sigma approach.  

This an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes and technology in a challenging and complex environment, and who wish to utilise their skills and expertise in service improvements within a major higher education organisation.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

Contract type

This post will be offered on an indefinite contract.

This is a full-time post. We welcome applications from candidates seeking a flexible work pattern within our core operating hours of 10am – 4pm.

Closing date: 14 April 2024

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