Business Title: Academic Administrator: Student
To carry out a variety of administrative tasks that ensure students are
Position Purpose properly engaged with the University and with their study and that
their activities are consistent with the policies and regulations. By
administering these activities in a timely, efficient and effective
manner will ensure students experience of University services is a
Academic Administrators apply their knowledge and skills to the
relevant operational processes as the annual work cycle demands.
These tasks include assessing and responding to a wide variety of
student applications for service. Administrators work closely with
other professional and academic staff in the wider University to meet
defined standards of service to students while maintaining the
reputation of the University.
Department: Student Administration
Location: Palmerston North
Reports to: Service Leader
Responsible for: Student Progression
Delegations: As agreed with Colleges
Key relationships: Students, All Student Administration, Student Information, Programme
Leaders and College Administration staff, Student Life Services, Office of
Academic Assurance (OAA), Heads of Schools/Institutes in Colleges and
Departments, Senior College Management, External Relations,
Integrated Business Improvement and Student Systems (IBISS).
Context: Massey University is a Tiriti-led University with major campuses located
in Palmerston North, Auckland (at Albany) and Wellington, and is New
Zealand’s pre-eminent provider of distance education.
With a comprehensive programme of teaching and research and
specialisations in the areas of agri-food, innovation, creativity and design,
and many strengths including New Zealand’s only faculty of veterinary
science, Massey has a reputation for its pragmatic approach, its
commitment to research and community service, its international
outreach, respect for quality and its belief in creating capacity for
scholarship to flourish.
This role fits within the professional services group delivering shared
service support for teaching and learning administration, development
and continuous improvement of ‘business processes’ (and associated
quality assurance requirements), managing enrolment volume and fit,
progression and completion of study for all Massey students.
Massey core capabilities
At Massey we are Tiriti-led, upholding Te Tiriti o At Massey we are future-focused, results-
Waitangi principles through our practice, We: oriented and strive for excellence. We:
• Demonstrate awareness of Te Tiriti o • Take ownership and responsibility for
Waitangi and its contribution to Aotearoa New delivering results to support achievement of
Zealand society. University objectives.
• Understand the relevance of Te Tiriti o • Provide the best quality services to our
Waitangi in relation to the work of the customers (internal and external) ensuring
University and the people we serve. our students/ stakeholders are at the heart
ways in our work place interactions and • Deliver or support world-class research,
engagement with external stakeholders, teaching and learning and citizenship.
giving expression to Tikanga Māori and • Take personal responsibility for our
protocols that demonstrates that we respect performance, take pride in doing our job
and value Māori conventions in appropriate well, and commit to ongoing personal and
settings. professional development.
At Massey we work together with mutual respect environment where our values are
credit to others for the work they do. University and the communities we serve.
• Work cooperatively and inter-dependently to • Seek ways to improve our services to deliver
foster and promote the One University in an efficient and effective way.
approach. • Embrace technology and apply this
professionally with courtesy and mutual those we serve.
respect. • Challenge ourselves to reach our potential
the parameters of our policies and • Understand how what we do contributes to
procedures. the objectives of the University.
together to embrace with the University’s
health, safety and wellbeing policies,
procedures and programmes; display
commitment by actively supporting all safety
and wellbeing initiatives, and by actively
engaging in health and safety improvement
Undertake student progression activities throughout the study
Student enrolment, lifecycle (enrolment to graduation)
progression and Assess and support applications for service in accordance with
completion processing regulations. This includes, but is not limited to, course approvals,
recognition of prior learning, cross credits, Massey scholars,
graduation, academic documents, progression and academic
Manually assess applications falling outside the automated
process, implement exceptions transparently and within agreed
Liaise and escalate to Senior Consultants any exception cases not
covered by agreed delegations
Carry out tasks in a timely manner.
Provide current and timely information and advice to students,
colleges, other business units regarding student progression
Maintain accurate, well-organised records of Student Progression
tasks using relevant tools and systems.
Escalate by way of a proposal any areas outside agreed
delegations to Senior Consultants for consideration and resolution.
Act as a point of contact for other areas of the University for
enquiries and/or clarifications.
Assist with ongoing development of business processes and areas of
Innovation, continuous the student management system to support students’ progression.
improvement and Identify opportunities for improvement and initiate preliminary work.
projects Play an active role in all continuous improvement activities and
projects contributing ideas, knowledge and skills.
Actively contribute to the development and maintenance of
Information Programme information.
management Work closely with Senior Consultants to ensure information is
accurate, including identification of areas that could be improved.
Provide advice and assist with qualification development as required,
including participating in appropriate College decision making forums.
Liaise with colleagues within Student Advice and Information,
Admissions and Fees units to ensure consistency of information.
Maintain student data and information using University applications
(Student Management, Curriculum Management and Customer
Relationship Management systems) working closely with IBISS and
OAA to ensure data and rules are accurate and system and
procedural integrity is maintained.
Provide advice and liaise with College administrative and academic
Stakeholder staff with respect to student progression.
management, Provide advice and support for other university business units and
communication and liaise with external stakeholders as needed.
collaboration Look for and take up opportunities to support the team to represent
and market its services to internal stakeholders
Ensure all communications on behalf of Massey University are clear,
correct and appropriate
Participate in own training and professional development and when
Staff training and required, support training of others.
Support the Senior Consultants as required to develop training
material for delivery to other and new staff.
Contribute as an active member of the Student Progression team
Teamwork working collaboratively across other business units.
Actively participate in team meetings.
Demonstrate a positive attitude in the workplace adhering to the
values of the team.
Qualifications and Experience
Qualifications: A tertiary qualification is preferred or relevant experience in previous
Experience: Substantial administration experience within a complex environment
Experience with change management and process improvement
Operational experience in a service environment
Experience with database systems and spreadsheets
Knowledge of tertiary programme structures and principles is required
Knowledge of Microsoft Office products at intermediate level or above
and an ability to use information systems to support functions of the
Accuracy and quality Understanding of the necessity and value of accuracy and
of work attention to detail; ability to process information with high levels of
Identifies tasks or outputs that require accuracy and detail-level
Collaborating Knowledge of collaborative techniques and ability to promote a
culture of information sharing and working together to solve
Essential business problems and meet business goals.1
Explains the concept of collaboration as applicable to
Communication Understanding of the importance of insightful listening and
communicating and ability to provide information and messages
Essential in a way that produces clarity and impact.
Demonstrates the ability to speak, write and present clearly.
Continuous Understanding of the necessity of evolving the business to
Transformation remain competitive and ability to understand, adapt oneself to,
respond to and proactively seek changes and innovation in the
Essential business environment to improve the competitive advantage of
Identifies the changes and ambiguity existing in the business
Initiative Knowledge of the value of self-motivation and initiative; ability
and willingness to seek out work and the drive to accomplish
Explains how initiative is critical to success.
Interpersonal Knowledge of the techniques and the ability to work with a variety
Relationships of individuals and groups in a constructive and collaborative
Essential States the basic characteristics of good working relationships and
applies this to work.
Managing Multiple Knowledge of effective self-management practices and ability to
Priorities : Priority
Setting manage multiple concurrent objectives, projects, groups, or
Essential activities, making effective judgments as to prioritizing and time
Understands own role priorities on a day to day basis.
Problem Solving Knowledge of approaches, tools, techniques for recognizing,
anticipating, and resolving organizational, operational or process
Essential problems; ability to apply this knowledge appropriately to diverse
Describes problem reporting and escalation practices.
Results Orientation Understanding of the importance of meeting or exceeding
established targets and ability to drive critical activities to
Demonstrates the ability to meet deadlines.
Service Excellence Knowledge of customer service concepts and techniques; ability
to meet or exceed customer needs and expectations and provide
Essential excellent service in a direct or indirect manner.
Describes examples of poor, mediocre, and excellent service.
Cites personal experiences of receiving excellent customer
Teamwork Knowledge of the necessity and value of teamwork; experience
with and ability to participate effectively as part of a team.
Essential Identifies, discusses and demonstrates the characteristics of
Operational Functions Knowledge of major functional processes and associated
operating requirements; ability to apply this knowledge
Essential appropriately to diverse situations.
Explains operational functions and key functional roles of own
department or unit.
Information capture Knowledge of the methods, channels and processes to obtain
needed information; ability to identify, capture and document
Essential relevant business information in an auditable, organized,
understandable and easily retrievable manner.
Identifies information capture needs in own area.
Customer Service Knowledge of customer service priorities and ability to utilize
Management tools and techniques for maintaining an environment where all
understand, and are committed to providing excellent service to
Essential internal and external customers.
Identifies key characteristics of effective customer service.
Data Entry Knowledge of processes, tools and services for managing data
entry and reporting results; ability to perform them during daily
Describes the major activities of data entry by staff.
General Computer Knowledge of personal computer functions and ability to use
Proficiency personal computers or workstations.
Explains concepts of operating system, application software,
storage and networking.
Knowledge of office administration activities; ability to carry out
Office Administration ongoing office administration tasks effectively and efficiently in
Essential support of local and remote teams.
Describes roles and responsibilities of administration staff.
Records Management Knowledge of and the ability to use tools and techniques for off-
and Archiving site data and records storage, protection and management.
Describes the basic concepts and principles of records
Essential management and archiving functions.
Student Learning, Knowledge of student learning, support and welfare initiatives,
Support and Wellness policies and processes.
Essential Able to advise where to seek support for student learning andwelfare.
Pre-employment Requirement to pass a Criminal and Traffic Convictions (Security)
checks: Check performed by the Ministry of Justice.
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