Full-time
Continuing position
Attractive Salary Package and Flexible Working Arrangements
Based at the Melbourne CBD campus, and hybrid ways of working
About the Role
The Associate Director, Office of the University Secretary and Academic Registrar facilitates a critical role within the University Secretariat and Academic Registrar's Group (USARG) working closely with and providing high-level advice to senior university leaders.
The position is responsible for investigating and case managing National Student Ombudsman complaints, and complex, sensitive and high-risk student matters referred to the USARG through to resolution; establishing and managing strategic relationships with stakeholders internal and external to the University; managing the Office of the USARG including leading a small team to facilitate stakeholder requests; as well as representing the USARG senior leadership at University forums and managing assigned matters on their behalf.
About You
The ideal candidate will bring significant expertise in advanced and complex complaints investigation, ideally within the Higher Education sector or Government/statutory authority environments. You will have a proven track record in end-to-end case management, including investigation, remediation planning, and negotiation with senior stakeholders. Your ability to interpret legislation, provide authoritative, fit for purpose advice for decision making, navigate ambiguity, and deliver practical solutions will be key to success in this role. If you thrive in a dynamic environment where your work has real impact, we’d love to hear from you.
Key to your success in the role will be your aptitude for critical inquiry, attention to detail, drive to achieve high-quality outcomes, and passion for building and managing strong stakeholder relationships. You will have a collaborative working style, be organised and efficient, and adopt a structured, process and outcomes focused approach to issue resolution.
You will also be comfortable working with limited direction, be able to appropriately use initiative, rise to a challenge, think strategically, and will possess a leadership style that enables you to guide, negotiate and effectively influence others to achieve objectives.
To be successful in this position, you’ll have: Significant complaints end-to-end case-management experience, including complainant and stakeholder liaison, investigation, remediation planning and negotiation, and drafting of outcomes.
Demonstrated ability to build and maintain effective and productive strategic relationships with a wide range of internal and external stakeholders within a complex environment, and a proven ability to effectively consult, collaborate, negotiate and influence others.
Proven understanding of and commitment to maintaining professional standards and service excellence, as well as the ability to identify continuous improvement opportunities and adapt to, deliver and influence change.
Highly developed diagnostic, analytical and conceptual skills, including an ability to think laterally as well as creatively to identify and implement practical and innovative solutions to complex problems.
Excellent written communication skills including experience in preparing high quality, fit for purpose: communications, reports, briefs, advice with recommendations; and the capacity to present complex information in a structured and concise manner for consideration by decision makers.
Excellent interpersonal and verbal communication skills, including an ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences at different levels. Ability to manage confidential and sensitive matters tactfully, carefully, and respectfully.
Demonstrated experience in leading, coordinating and managing teams to deliver high quality outcomes in a pressured environment within a large organisation.
Demonstrated experience in applying reasoning and exercising sound judgment, informed by an understanding of relevant legislative and policy frameworks preferably within the tertiary and/or vocational education sector.
Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.
About the Group
The University Secretariat and Academic Registrar's Group (USARG) is responsible for a range of governance, compliance, regulatory, and student lifecycle activities from enrolment though to graduation. The USARG operating environment is highly complex in view of more than 99,000 student enrolments across the University in both vocational and higher education programs at campuses in Melbourne, Europe and Vietnam, as well as at several offshore locations in conjunction with educational and industry partners. The USARG has a staff establishment of around 145 EFT across Australia and Vietnam, and an operating budget in excess of $20 million.
Core University services provided by the USARG include: Academic Governance and Systems: government reporting, systems operations, academic and admissions governance; invigilated assessment (accreditation compliance); Enrolment and Student Records: student financials governance, student records, enrolment compliance and records, student visa and identity compliance, and global student records; Completions and Graduations: program completions and graduation ceremonies; University Secretariat: Council Committees and controlled entities; Education Regulation, Compliance and Assurance: regulatory compliance and assurance; Office of the University Secretary and Academic
Registrar: complex and high risk student matters, external review and stakeholder requests, privacy and freedom of information, compliance, central policy, and contract services.
To Apply
Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link at the top of this page.
Position Description - Associate Director, Office of the University Secretary and Academic Registrar
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