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Student Support Manager, Faculty Of Health, Academic Division

Queensland University of Technology - Brisbane City, QLD

Education, Childcare & Training
Source: uWorkin


The Student Support Manager undertakes a
leadership role in coordinating the provision of
student services and administrative support
for the Faculty’s academic programs.
Specifically, the Manager will ensure that the
Faculty’s student support, external
professional accreditation and scheduling and
planning functions deliver high quality services
to staff and students across the Faculty. This
will be accomplished by providing strategic
advice to the Deputy Dean and Associate
Dean (Learning and Teaching), managing
staff, and coordinating resources to achieve

The position is required to work across all
areas of the Faculty adopting a consultative
approach to ensure the highest standards in
student support and services are met and
there is effective engagement with University
departments and other faculties.

The Manager works closely with senior
managers, course coordinators, school
coordinators, academic and professional staff
across the Faculty to exchange information
and provide advice on academic and student
policies. The Manager works closely with the
Associate Dean (Learning and Teaching) and
Deputy Dean to embed an enterprise model
for the delivery of student services within the
Faculty and across the University.

The Manager supervises a team of staff and
maintains regular contact with other areas of
the University, in particular, Student Services,
HiQ, Learning and Teaching Unit.

This position will have regular contact with
potential and current clients of the Faculty,
including corporate partners, professional
associations and accrediting bodies and peers
and colleagues from other universities.

It is expected that all staff in the Faculty of
Health will contribute to a culture where staff
take the initiative to solve problems and
deliver what they promise.

The position currently reports to the Associate
Dean (Learning and Teaching) for supervision,
workload management and for Performance
Planning and Review (PPR), however the
reporting relationship will shortly be changing
to the Deputy Dean, Faculty of Health.

Key responsibilities include:
Manage the operations of the Faculty’s
Student Support function including
specialist student support, external
professional accreditation, and
scheduling and planning, and effective
management of an operational budget.

Provide high level advice and support to
the Deputy Dean and Associate Dean
(Learning and Teaching) on a broad
range of policy and procedural matters, in
particular student and academic
administration, and strategic and
operational planning.

Embed an enterprise model of service
delivery, including working collaboratively
with key stakeholders across the
University including other Student
Support Managers, Student Services,
Student Administration, Curriculum
Quality and Standards, HiQ and other
specialist service providers to ensure
delivery of effective, efficient, consistent
and standardised student administration
support services.

Lead the development, delivery and
communication of client service standards
and the maintenance of systems that
monitor service effectiveness and client
satisfaction with a view to achieving
continuous improvement.

Manage the operations of the Student
Support team through performance
management, mentoring, workload and
workforce planning, building and
maintaining relationships between the
team and other key stakeholders across
the University.

Manage proposals for professional
accreditation and quality assurance.

Continually seek to improve all relevant
administrative and information
management systems and ensure the
quality and accuracy of the Faculty’s
information resources as they relate to
student and academic services.

Coordinate ongoing reviews of process
and policy at an operational level.

Coordinate the resolution of student

issues and student complaints.

Compliance with health and safety
policies, procedures, hazard reporting
and safe work practices.

To ensure job flexibility the successful

appointee may be required to:
Perform any other duties as nominated by
the University consistent with the relevant
classification descriptors detailed in the
Enterprise Agreement. Staff undertaking
any new duties will receive training;

Participate in job rotation or multiskilling
in consultation with their supervisor;

Work across campuses.

Type of appointment

This appointment will be offered on an
ongoing, full-time basis.


Kelvin Grove campus.

Selection Criteria
1. Education, training and/or relevant

experience equivalent to completion of
postgraduate qualifications and extensive
relevant experience or an equivalent
combination of education, training and/or

2. Demonstrated ability to lead cross-
functional teams of staff to provide
coherent, consistent and effective
customer services, and in managing
operational functions to achieve business

3. Demonstrated ability to lead staff through
change, display initiative, contribute new
ideas, critically evaluate current systems
and processes and develop strategies,
policies and plans to support the strategic
direction and aspirations of the faculty in
the delivery of academic programs and
student information services.

4. Highly developed communication and
interpersonal skills, with a demonstrated
ability to liaise with a wide range of
people including senior managers,
academic and professional staff, students
and representatives from the external

5. Excellent organisational skills, with
demonstrated ability to work under
pressure and to plan and coordinate
administrative workflows to achieve goals
and meet deadlines.

6. Demonstrated ability to work across
organisational boundaries to ensure the

provision of high quality client service.
7. Demonstrated knowledge of and

experience in using University information
systems and an understanding of the
principles of business process analysis
and systems development.

Remuneration and Benefits

The classification for this position is Higher
Education Worker Level 9 (HEW9) which has
an annual remuneration range of $133,814 to
$140,187 pa. Which is inclusive of an annual
salary range of $114,040 to $119,470 pa and
17% superannuation.

In July 2020 QUT staff voted in favour of a
variation to its Enterprise Agreements. The
variations were approved by the Fair Work
Commission in August 2020.

The variation impacts leave loading (for new
staff no loading will be paid or accrued during
the period the variation is in effect), salary
increases (the salary increase which was due
to occur in the first full pay period of
December 2020 has been deferred until the
first full pay period of December 2021) and
superannuation (superannuation will be paid
to staff as though the salary increase which
would have been paid in December 2020 has
taken effect and, subject to the rules of the
superannuation fund, a defined benefit
member will continue to make contributions in
alignment with the contributions made by the
University). A link to the variation is here.

Beyond personal and professional fulfilment, a
career at QUT brings a broad range of
tangible benefits. With competitive
remuneration including superannuation, the
University offers real and generous benefits.

QUT is a high quality and flexible organisation
that is proud of its excellent employment

conditions which include but are not limited to:
Reduced working year scheme

Parental leave provisions

Study support encompassing leave and
financial assistance

Comprehensive professional

Salary Packaging

Further benefits can be found at the Working
at QUT page.

Information for applicants

The position is open to current staff members
of QUT who have ongoing full-time work rights
in Australia. Former QUT staff members who
were employed at 23 April 2020 are also
eligible to apply for this position. Please
indicate your eligibility within the application
questions. In support of our strategic priority
of Indigenous Australian success, Aboriginal
Australians and Torres Strait Islander people
who are not QUT staff are also eligible and
encouraged to apply.

For further information about the position,
please contact Fiona Naumann, Associate
Dean, Learning and Teaching, on
(07) 3138 9748; or for further information
about working at QUT contact
Human Resources on (07) 3138 4104.

Candidates who are interested in the position
are encouraged to apply even though they
may feel they are not strong on individual
selection criteria.

In assessing merit, the panel will take into
consideration “performance or achievement
relative to opportunity”. We recognise that
many staff today have a range of personal
circumstances, and career histories that
challenge traditional ideas of a staff
member. This may mean, for example,
prioritising the quality of achievement rather
than the quantity, as considerations of part-
time employment, career interruptions and
significant periods of leave are taken into
account when assessing performance or

How to Apply

For further information and to apply, please
visit www.qut.edu.au/jobs for reference
number 21112.

When applying for this position we encourage
you to upload your response to the selection

Applications close 2 March 2021

Brisbane City, QLD

Education, Childcare & Training


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