Enquiry Management and Digital Innovation Manager

University of Birmingham Dubai; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

L'Université de Birmingham à Dubaï recherche un responsable de l'innovation numérique pour diriger des projets d'automatisation et améliorer la gestion des services. Le candidat idéal aura une expérience reconnue dans le domaine de la transformation numérique, sera capable de collaborer efficacement avec diverses équipes et démontrera un engagement envers l'excellence du service à la clientèle. Ce rôle essentiel garantira la réussite de l'intégration de pratiques numériques sur le campus.

Qualifications

• Formation et expérience significatives dans l'utilisation d'outils d'automatisation et numériques.
• Expérience significative en gestion de transformations numériques.
• Capacité démontrée à gérer plusieurs projets simultanément et à livrer à temps.

Responsibilities

• Diriger des projets d'innovation pour améliorer les services aux étudiants.
• Collaborer avec les équipes pour développer des solutions numériques.
• Suivre et analyser les performances des services à travers des données.

Skills

Gestion de projets

Service à la clientèle

Solutions numériques

Communication

Leadership

Education

Diplôme universitaire

Tools

UiPath

Power Automate

Leapwork

Blue Prism

Job description

The University is committed to leveraging the opportunities presented by Automation and digitisation to transform its operations and support its service delivery. The post holder will lead and accelerate innovation across the Dubai Campus, enabling service delivery and effective enquiry management. It involves identifying and delivering high-impact digital solutions and innovations to develop, improve and scale our service delivery to students and key internal and external stakeholders. The post holder will form part of our University management team at the Dubai Campus, working across Professional Services.

The post holder will play a critical role in advancing integration of automation, data-driven practices and identifying digital solutions that will support the realisation of our strategic aims.

This role reports to the Deputy Director of Operations and is a member of the Professional Services Management Team on campus. The post holder is responsible for providing leadership contribution to the delivery of innovative, high quality, efficient, professional services ensuring that the service follows best professional practice, is compliant with legislative requirements, and other authority or professional regulatory body regulations.

The post holder will be responsible for promoting integration and collaboration between Dubai service areas and the wider University of Birmingham as well as contributing to campus wide events and priorities, such as Graduation, Welcome and student recruitment activity.

Main Duties

• Working closely with Heads of Service and Managers, fostering strong collaborative relationships to understand their strategic priorities and measures of success.
• Engaging with students to support priority mapping across projects and providing insight into solution approaches.
• Understanding challenges in service delivery and working with teams in a future focused approach to developing innovative solutions utilising automation and digital tools.
• Working with IT Services, Product Owners and Project Managers across the University to ensure appropriate use of automation and digital tools, in line with university policy and governance.
• Managing multiple projects concurrently to deliver against identified priorities.
• Managing organisation change to ensure successful implementation and adoption of solutions across teams.
• Providing management oversight of the service points of the Dubai Campus, including email, databases, telephone and in person service points.
• Utilising data, staff and customer insight to develop approaches to enquiry management to maximise resource and ensure excellent customer service experience.
• Overseeing output and measures of success across Professional Services; including student and staff feedback, response times, enquiry data.
• Keeping up to date of emerging technologies and assessing their potential for application on the Dubai Campus or the University more widely.
• Works to maximise resources through the development of automated digital solutions.
• Providing training and developing a team of super users across key digital tools and solutions.
• Proactively manages communications with key stakeholders across the organisation; able to communicate technical content to technical and non-technical staff.
• Effective coordination of works, maintaining awareness of wider university projects, identifying and managing risks and interdependencies; including.
• Providing termly reports, outlining key achievements and impact, including producing and analysing Robotic Process Automation (RPA) metrics to track performance and suggest improvements.

Additional responsibilities

• To undertake such other duties as may be required from time to time, to further the work of the wellbeing services and the development of the student experience, or the University.

Required Knowledge, Skills, Qualifications, Experience

• Educated to at least degree level, and significant relevant experience.
• Evidence of training and development in use of automation and digital tools. Proven experience of using and in depth understanding of automation tools, such as Leapwork, Power Automate or similar.
• Experience of using UiPath, Blue Prism and Automation software would be beneficial, though not essential.
• Be skilled in managing projects effectively, balancing multiple initiatives and ensuring timely delivery.
• Proven understanding and delivery of an excellent and responsive customer service.
• Significant experience of leading digital transformation projects to deliver and develop processes and services.
• Significant experience of working in a fast paced high demand environment.
• Experience of managing and prioritising resources and allocating them to fulfil defined targets.
• Experience of working within Higher Education or similar education environment.
• Demonstrable commitment to professional personal development.
• Ability to work in line with strategic vision that aligns with business aims.
• Excellent communication, negotiation and influencing skills; with the ability to present complex ideas to a diverse audience.
• Ability to build relationships across all levels of the organisation.
• Ability to work analytically and provide data-driven, evidence-based decision making.
• Able to manage a workload of competing and changing priorities.
• Demonstrable experience of using initiative and creativity to resolve problems.
• Experience of fostering partnerships with stakeholders to enable collaborative working.
• Actively promotes and demonstrates a commitment towards equality, diversity and inclusion.

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