Roles & responsibilities
- Manager: Transnational Support Services
- Coordinator: Transnational Support Services
- Partner Relationship Coordinator
- Partner Relationship Administrator
- Travel: Co-ordinator
- Student Service Advisor
Manager: Transnational Support Services and Business Travel Services
Management of all operational administration associated with business travel services and transnational programs.
Responsibilities
- Contribute to divisional transnational strategic planning and review processes.
- Provide leadership in the review, development and implementation of student, program and travel administration to ensure alignment with University and Division objectives.
- Ensure effective operation of Transnational Support Services and Business Travel Services.
- Identify and meet internal and external customer needs through building effective relationships and coordinating quality responses to staff queries, liaising closely with Division and school staff, offshore partners, other areas of the University and external providers.
- Coordinate the development and maintenance of service agreements with offshore partners in consultation with central units.
- Ensure the development and improvement of transnational student and program administration policies and procedures within the Division.
- Share information and communicate effectively with other staff to ensure consistency across the Division with business travel service, offshore student administration and program management.
- Transnational partner relationship management.
- Management and coordination of transnational partner exit strategies.
Coordinator: Transnational Support Services
This role encompasses coordinating offshore student administration and transnational web and online for the Division of Business.
Responsibilities
- Supervision of Student Service Advisers and Clerical Officer including equitable workload allocation, work planning, process review and improvement, induction, development, ongoing training, backfilling, performance management, performance improvement, team meetings etc
- Coordination of transnational student administration for Division of Business including the design, implementation and improvement of processes.
- Liaison with Student and Academic Services, other transnational staff in Divisions and Division of Business school staff regarding management of transnational student administration.
- Representation for Division of Business transnational student administration on the SAS Division wide Transnational Student Administration Group (TSAG).
- Ongoing negotiation to update University student administration policies to be equitable for transnational students eg: negotiating with SAS and other Divisions for updating Assessment Policy and Procedures Booklet
- Management of Division of Business undergraduate transnational assessment tracking including exams.
- Liaison with and advice to all Division of Business transnational partners regarding policy change, staffing, resolving customer service issues and difficult queries.
- Liaison with and advice to all Division of Business schools and other Division schools who share transnational offerings, regarding collaboration, sharing of information and best practice.
- Act on behalf of Manager: TSS in her absence
- Provision of online websites for all offshore programs of DIV BUE
- Outsource services not provided for in-house
- Collation of Materials, Links, Services
- New Website Development
- Contingency Planning - provision of online services
- Maintain existing websites
- Ensure ongoing function of websites and continue to inform program staff of new online services/facilities provided by UniSA
- Maintain online access records
- Coordinate Security Access
- Online Help/Support
- Develop online environment support/help documentation
- Provide online help to Academics, Students and Administrators
- Resource online Help Guides, demonstrations, training from other divisional and university service providers such as SAS,ISTS, Library, Div BUE, redevelop as required for offshore
- Supervise and develop administrative staff in their online duties, arrange for training and support as required
- Provide online help and technical support to students, partners and academic and other TSS staff.
- Develop online procedures
- Develop and maintain online procedures manual
- Develop online evaluations
- Ensure University administrative and academic policies and procedures are adhered to.
- Develop and maintain TSS sharepoint and partner subsites.
Partner Relationship Coordinator
This role incorporates:
- Manage Assessment Process of applications and provide recommendations based on admission criteria to Program Directors
- Manage database of offers/credit
- Highlight instances of re-occurring credit to Program Director
- Liaise with Heads of School in sourcing academic staff for all offshore courses (UG)
- Final approval of partner marketing brochures to ensure compliance with University standards and policy
- Create budgets and provide finance with relevant data for cost centre code creation (UG)
- Receive offshore fee payment statements from finance and reconcile with Medici student enrolments
- Provide information and assistance to government auditing departments as necessary
- Provide Offshore Program Management Board documentation
- Liaise with partner staff and clarify policy and procedures
- Troubleshoot program management issues
- Conduct Team Meetings within TSS
- Liaise with Program Directors in relation to program management and administrative issues as well as academic matters highlighted by TSS SSA team
- Amend and approve Program Guides in line with program and policy changes
- Monitor the contents and facilitate the generation and shipment of Welcome Folders for all new students
- Facilitate Graduation Activities including grad packages to all students and attendees, functions, campus tours and guest tickets
- Liaise with Program Directors with contents of Lecturer induction guides/packages and facilitate generation and shipment to new offshore lecturers (UG)
- Induct new partners and staff in offshore program management process and University policy
- Contribute to the establishment of Offshore Partner Handbook
- Provide/facilitate the provision of reports including enrolment, intake or partner data for various University groups (Div office, SAS etc)
- Provide suggestions or amendments to policy and procedures to ensure the continued efficiency of offshore student administration and program management
- Manage the Partner Relationship Administrator and conduct
Performance Management
Partner Relationship Administrator
- Liaise with PRC and partner staff in generating and amending timetables
- Generate offshore academic Course Timeline Information (CTI) forms (UG)
- Field questions from academics relating to the contents, timelines and responsibilities outlined in CTI forms (UG)
- Communicate with all teaching and travelling academics to ensure the timely generation of contracts and payments (UG)
- Receive text and reference book titles from academics and advise partner staff (UG)
- Collect examination papers from academic staff and forward to partner (UG)
- Assist with Graduation Activities as required
- Facilitate the process of Prizes and awards for individual programs (UG)
- Arrangement payment of offshore expenses via central finance
- Liaise with partner staff and academics in relation to original and deferred exam dates (UG)
- Provide administrative support to the Partner Relationship Coordinator as required
- Act as PRC during times of staff leave periods
Travel: Coordinator
- Provide advice to all staff regarding Travel policy and procedure
- Determine from Program schedules travel requirements for all staff teaching offshore
- Book all travel and accommodation and approved work related special requests
- Liaison with HOS regarding special travel requests (eg Business Class)
- Liaison with International Program Executive Officers and academic staff
- Liaison with University travel providers
- Prepare package of travel information for staff prior to travel (including insurance, location maps, contact details etc)
- Liaison with academic staff living offshore regarding special travel requirements
- Troubleshooting: follow up with travel provider regarding customer feedback
- Process Insurance claims
Student Service Advisor
SSA's are student administration specialists who are responsible for management of all student enrolment data on the University student information system.
- Admissions - Admit and term activate students on Medici.
- Class Scheduling - monitor offshore term/semester start dates and create classes in Medici. Advise Web & Online class details for Course Home Pages and advise Course Coordinators for AssignIT. Add Course Coordinator & HOS grade entry and approval for grade rosters
- Credit Transfer - process approved entry and additional credit into Medici.
- Enrolment - block enrol new and continuing students in classes in Medici. Ensure enrolments processed agree with Partner enrolment records by checking all class lists and investigate anomalies.
- Maintenance of cohort blocks - determine student groups and liaise with SAS. Record and maintain student group details in Medici
- Class lists - Create and maintain class lists by downloading class lists from UniSAinfo. Distribute to academics for the recording of results. Moderated programs: distribute to Partner for offshore lecturer.
- ID cards - facilitate student ID card production and determine expiry dates.
- Student ID Letters - create new student ID letters to be included in Welcome Packs recording students' UniSA ID and Email ID numbers
- Student Administration Forms - assess correctness of student
administration forms and obtain approval as required under University
policy. Liaise with academics, schools and SAS as required. Record in
Medici and generate student letters as required for:
- Course withdrawals - as per Academic Year Calendar
- Program withdrawals
- Internal Program Transfers
- Leave of Absence
- Deferred Exam Applications
- Special Consideration Applications
- Assignment extensions
- Course enrolment - as per Transnational Academic Year Calendar
- Appeals Against Final Grade
- Letters of Completion requests
- CP TP Eligibilities - at the end of each offshore term/semester review student grades for CP/TP eligibilities and seek approval from Program Director.
- Graduation - Determine and process graduation eligibility, liaison with Program Directors and Graduations office as per Graduations Timelines. Mail merge Graduation Forms and distribute to Partners from Eligibility spreadsheets provided by SAS. Collection and distribution of transcripts and parchments and liaise with Partner office
- Program Administration - administer student records as required for program transitions, exit strategies, course changes.
- DEST error reports - troubleshooting student statistical records to meet DEST reporting requirements.
- Academic Review - Mail merge and distribute Notified letters from reports provided by SAS in July and December. Meet with Program Directors for Notified 3 approvals. Prepare student information for counselling of students, recording counselling outcomes on Medici. Monitoring appeals process.
- Student Administration queries - provide written responses to all student administration queries from other University staff, offshore partners or students.
- UniSA Policy - Administer student records in line with University Assessment Policies & Procedures Manual. Provide advice and assistance to offshore partner, student and academic staff regarding UniSA academic and administrative policies.
- Student Records - maintain electronic and paper based student academic records
- Timelines - ensure student administration timelines are adhered to and disseminating associated deadlines to offshore partner staff where appropriate (eg Transnational Academic Year Calendar for enrolment and withdrawals, Graduation eligibility deadlines,
- Teamwork - support other SSA抯 during leave and as required.