About RMIT

RMIT is a multi-sector university of technology, design and enterprise with more than 95,000 students and 10,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT's leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.

Our Culture

Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

About You

As the Manager, Service Quality, you'll be responsible for the leadership and management of quality assurance activities, continuous improvement initiatives and projects that support the delivery of exceptional customer service and student experience by the Students Group and its partners. The role is pivotal in providing leadership and specialist advice to colleagues and partners to deliver on strategic objectives that improve the student experience. The role drives initiatives identified by unit performance monitoring, analysis and reporting, to deliver on key University strategic priorities. You will also represent the Students Group on projects that support the delivery of effective, streamlined and high-quality outcomes for staff and students. The position contributes to a high-performance culture and leads cultural and work practice changes that support the cycle of continuous improvement to evolve the Students Group's service model.

To be successful in this position, you'll have:

* Passion and motivation to support and improve delivery of quality customer service, with a demonstrated commitment to quality assurance and continuous improvement to optimise the customer experience.
* Experience in data analysis and interpretation application support, uplift and requirement gathering governance forums; and crisis/incident response would be advantageous.
* An ability to reflect, with a high level of emotional intelligence and demonstrated strong leadership skills required to achieve team objectives and manage workload prioritisation.
* Proven high-level problem solving and analytical skills to think strategically and act tactically based on organisational objectives and priorities.
* Excellent communication and interpersonal skills, including demonstrable negotiation, liaison and influencing skills.
* A proven track record in leading and driving change to work practices, including software and digital technology changes and changing service delivery requirements. InPlace knowledge or work integrated learning experience is desirable but not essential.
* Experience within the University or similar sector in a management role where a high level of independence and professional judgement was required.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

About the Group

The Students group shapes, designs and delivers key student services and experiences to prepare RMIT students for study, life and the global workforce. We work in partnership with students, academics, professional staff, industry and the community to deliver transformative student experiences that improve access, participation, retention and success for all RMIT students. Our objectives are to: Shape, co-create and inform an inclusive, safe, industry-engaged and global student experience; deliver impactful, connected service, care and development opportunities at scale; and to engage, empower and value each other so that together we can make a difference.

To Apply

Please submit your CV and covering letter addressing your suitability for this position by clicking on the 'Apply' link below. For further information about this position, please see Position Description below or contact Gabrielle Saunders via email gabrielle.saunders@rmit.edu.au.

PD – Manager, Service Quality.pdf

Applications close on 10 February 2022 at 11.59pm.

Bring Your Whole Self to Work

We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.

We are proud that our dedication to diversity has been recognised by a broad spectrum of external organisations. Visit our Linkedin Life pages to learn more and see some of our most recent wins.

RMIT has a strong dhumbali (commitment) to the employment, development and retention of Aboriginal and Torres Strait Islander people within a culturally safe environment; we strongly encourage applications from Aboriginal and Torres Strait Islander peoples.

RMIT is a Disability Confident Recruitment Team and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at TalentSupport@rmit.edu.au telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak: https://covid19.homeaffairs.gov.au/

Vaccination Requirements
The COVID-19 Mandatory Vaccination (Workers) Directions, made under the Public Health and Wellbeing Act 2008 (Vic) and as amended and replaced from time to time (Directions), affect all persons employed or engaged to perform work by RMIT.