MAIN DUTIES AND RESPONSIBILITIES: .uk



JOB DESCRIPTIONJob Title: Account ManagerGrade: E School/Service: The Talent Hub Responsible to: Strategic Partnerships ManagerResponsible for: Overall Account Management for new and existing Collaborative PartnershipsLiaison with: Schools academic staff involved in collaborative activities, Director(s) of Careers and Enterprise, Deans of Schools, Quality Assurance and Enhancement staff, Student and Academic Services, Finance, collaborative partners and other appropriate external stakeholders.ABOUT UNIVERSITY OF EAST LONDON:The University of East London has been pioneering futures since 1898: from the 2nd Industrial Revolution through to where we are now, the 4th. We are a careers-led university, dedicated to supporting our students to develop the skills, emotional intelligence and creativity needed to thrive in a constantly changing world.?Vision 2028 has been developed to transform our curriculum, pedagogy, research impact and partnerships to make a positive difference to student, graduate and community success. Our ambitious but achievable goal is to become the leading careers-focused, enterprising university in the UK, one which both prepares our students for the jobs of the future and provides the innovation to drive that future sustainably and inclusively.?ABOUT THE TALENT HUB:A central feature of the Careers 1st approach established in Vision 2028, the primary function of The Talent Hub is to provide the central commercial externally focused professional business development and key account management function for the university. Working alongside the Schools, the unit will directly engage with employers, local authorities and academic partners to generate new income and broader commercial engagement opportunities. This includes seeking opportunities to grow continuing professional development income, apprenticeships, internships and placement and other forms of commercial income as well as income and wider educational and reputational benefits from growing our academic partnerships in the UK and globally (physically and online) including validation, franchise, articulation and UEL Global experiences. In addition to generating income in its own right from lettings, the Business centre will focus increasingly on supporting the commercialisation of student companies, providing a flow of investable companies to associated angel investors. As well as supporting income generation and diversification, The Talent Hub will provide critical professional strategic key account management of our extensive and growing portfolio of our employer and academic partnerships. Academic Partnerships team is vital in development, management and growth of UEL’s academic partnerships provision. Working alongside the Schools and colleagues in Quality Assurance and Enhancement Unit, the Academic Partnerships team consists of externally focused strategic business development and key account management professionals who will develop, manage and grow UEL’s academic partnerships provision. The objective for this unit within the Talent Hub is to increase the number of collaborative partners and to expand on the existing provision with current partners, generating revenue for UEL in accordance with Schools’ growth and diversification plans, and to deliver the industry-leading key account management service for all current partners. JOB PURPOSE:This is a client facing role responsible for supporting and growing UEL’s academic partnership accounts and their day-to-day management. The post holder will work closely with Strategic Academic Partnership Manager, Head of Academic Partnerships, Business Development Managers, UEL academics involved in collaborative activities and UEL academic partners in the UK and globally to support on outstanding operational activity to deliver the university’s ambitious targets set out in the Vision 2028 corporate strategy. Together with the rest of the Academic Partnerships team, the post holder will be responsible for delivering a high-quality customer service for external academic partners both in the UK and abroad. The post holder will support Strategic Academic Partnerships Manager and Head of Academic Partnerships in developing a successful operating model of the UEL Academic partnerships unit of The Talent Hub and delivering consistency and excellence in all aspects of its service. The post holder will have an inclusive, determined and inspirational approach to encouraging ideas, initiative and innovation in their team, whilst establishing a high-performance culture based on continuous improvement. MAIN DUTIES AND RESPONSIBILITIES:Develop and efficiently manage UEL’s collaborative partnership accounts in line with The Talent Hub income targets and Academic Partnerships KPI’s to generate income and establish long-term sustainable academic partnerships; Identify growth opportunities with the allocated portfolio partnerships and work closely with Business Development Managers to support this growth and meet institutional KPI’s:Continuously work on improving and increasing profits from the existing academic partners (current KPI of minimum 20% annual increase is expected from the unit);Continuously work on increasing existing academic partnership student numbers (current annual expectation is minimum 20% increase through existing and new partnerships).Direct day-to-day management of several academic partnerships, which will include (but won’t be limited to): managing the induction process and delivering training to onboard new institutions around QAE policies, Admissions, Students Records and Assessment matters; data management and records set; providing reports on terminating Partners and ensuring smooth running out process for these Partners; reporting on any significant changes around existing partnerships to relevant UEL committees, etc;Work closely with Academic Registry, Schools and partners to ensure streamlining of operational functions through a central Registry unit; supporting UEL Schools and relevant colleagues in delivering outstanding partnerships experience by ensuring that data, records and student IDs along with assessments are monitored and delivered to our Collaborative Partners in a timely and accurate fashion;Work collaboratively with key internal stakeholders to provide guidance and establish robust workflows for delivering high quality student experience for students on UEL programmes delivered by academic partners in the UK and abroad;Work closely with UEL marketing team to ensure digital and marketing content for collaborative partners is accurate at all times;Ensure implementation of agreed service level agreements for operation of existing partnerships: 2-day turnaround on all queries; 50% reduction in registered complaints; partnership feedback monitoring through conduction of regular Questionnaires on service delivery;Facilitate renewal of outdated Business cases for existing Partnerships to ensure their commercial viability;Follow the core principles of the Academic Partnerships Framework;Work on identifying risks to academic partnerships’ portfolio, provide recommended solutions to internal/external issues to ensure high quality account management and experience of existing academic partners. This will include development and maintaining of risk registers, development and delivery of any follow-up action plans, overseeing the Special measures process for each of the allocated collaborative Partners as part of the risk monitoring process, etc;Work closely with School Collaborative leads and Link Tutors to develop commercial approaches to academic partnerships activity;Participate in regular activities to bring UEL’s academic partners closer together (e.g. annual Global Partners Conference);To travel overseas and the UK, if and when required;To work in accordance with relevant UEL policies, including Equality, Diversity and inclusion policy and Health & Safety;To carry out any other duties and activities appropriate to the role, which contribute to and enhance the image and efficiency of the Academic partnerships’ unit and Talent Hub as a whole. PERSON SPECIFICATIONEDUCATIONAL QUALIFICATIONS AND ACHIEVEMENTS:Essential;A-levels (including GCSE at grade C or above in English Language and Mathematics) or equivalent (A/C)Desirable;An undergraduate degree in a relevant subject (A/C)KNOWLEDGE AND EXPERIENCE:Essential; Proven track record of working with external stakeholders/account management in a customer-facing role (A/I)Experience of delivering high-quality customer service in HE/related setting (A/I)Experience of delivering presentations, writing reports and service committees with follow up actions (A/I)Experience of working with external stakeholders in a multicultural or international environment (I)Understanding of the quality assurance processes and procedures for development and monitoring of existing collaborative partnerships (A/I)Understanding of the UEL’s policies and regulations, surrounding compliance, Extenuation circumstances, Assessment & Feedback policies, Misconduct, etc (I)SKILLS AND ABILITIES:Essential; Commitment to providing excellent customer service to enhance Partnership experience (I)Highly organised with ability to manage multiple projects in a deadline intensive environment (A/I)Excellent oral and written communication with great attention to detail (I)Excellent interpersonal skills and ability to work with a wide range of people to forge relationships with key stakeholders (I)Efficient team player who is able to work collaboratively with relevant UEL services and departments (I)Ability and proven experience of summarising key messages for Senior Management (I)Desirable;Knowledge of the SITS (student records systems) (I)PERSONAL ATTRIBUTES/QUALITIES: Essential criteria;Commitment to and understanding of equal opportunities issues within a diverse and multicultural environment (A/I)Willingness to work flexibly (A)Criteria tested by Key: A = Application form C = Certification I = Interview P = Presentation R = Research papers T = Test ................
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