Main Duties and Responsibilities

Specific Responsibilities Of The Role

• Lead and continuously improve student casework functions, ensuring the fair, effective and timely management of Complaints and Conduct, Fitness to Study and Fitness to Practise procedures in line with University regulations and sector best practice.
• Provide expert advice to staff and decision-making panels on complex and sensitive casework, including conduct, complaints, appeals, academic integrity, fitness to reside, fitness to study and fitness to practise cases.
• Oversee the development, review and implementation of regulations, codes of practice, policies, procedures and guidance across the student lifecycle, ensuring compliance with legislative and regulatory requirements and sector best practice.
• Monitor higher education sector developments, including guidance from Medr, OIA, QAA and other relevant bodies, advising colleagues on implications for policy and practice.
• Ensure robust governance for the review, approval and maintenance of regulations, policies and procedures, including consultation, version control and review processes.
• Deputise for the University's Safeguarding and Prevent Leads, supporting case management, risk assessment, policy implementation and institutional responses.
• Contribute to safeguarding, Prevent and casework training, guidance and awareness activities, ensuring staff can fulfil their responsibilities effectively.
• Develop team knowledge, capability and professional practice through coaching, mentoring, training and continuous professional development.
• Analyse casework trends, performance data and regulatory developments to identify emerging issues, inform service planning and support evidence-based decision-making.
• Prepare reports, briefings and recommendations, analysing casework activity, regulatory developments, risks and improvement opportunities.
• Build effective relationships across the University and with external organisations and professional networks to promote good practice and support service development.
• Lead and contribute to Registry and University projects, including Registry '27, service improvement, business process review, systems development and curriculum management initiatives, ensuring regulatory and operational requirements are met.
• Support the Academic Registrar and senior colleagues in delivering agreed priorities, service improvements and organisational change initiatives.
• Manage staff and resources, ensuring effective deployment, clear accountability, high performance and an inclusive working environment.
• Undertake other duties appropriate to the grade as required by line management.

Core Responsibilities

Strategic Vision and Leadership

• Develop and communicate a clear strategic vision for the service, setting and monitoring KPIs to align initiatives with institutional goals and student needs.
• Demonstrate strong leadership by motivating and empowering teams to sustain high performance, particularly during periods of change or increased demand.

Communication and Influence

• Use excellent written and verbal communication skills to engage effectively with staff, students and external bodies.
• Present complex information clearly and persuasively, maintaining confidentiality where required, to influence decision-making and promote collaboration across the University in support of a cohesive, student-centred service.

Other Duties And Responsibilities

Operational Oversight and Planning

• Expertly and strategically manage a service area, including resource and budget management, priority setting, operational oversight, and service development, implementation and evaluation.
• Develop, implement and improve workflows and systems across services to enhance effectiveness and ensure compliance with regulations, policies and sector standards.
• Effectively line manage teams, implement succession planning through staff development, and address poor performance using appropriate policies and support mechanisms.

Problem Solving and Decision-Making

• Analyse complex data to assess service performance, identify trends and inform strategic decision-making.
• Apply strong critical thinking, problem-solving and decision-making skills to resolve complex issues, balancing university policies with individual needs, particularly in sensitive or reputationally sensitive cases.
• Prepare reports for committees and delivery groups that identify trends, monitor performance, evaluate impact and provide evidence-based recommendations for improvement.

Stakeholder Engagement and Collaboration

• Develop strategic relationships with internal and external stakeholders, leading or contributing significantly to regional and national professional networks.
• Lead engagement across the University to ensure strategic and operational alignment of service requirements and working practices.
• Understand the needs of diverse students and apply equality, diversity and inclusion principles to policy development and oversight of working practices, ensuring equitable support.

Compliance and Risk

• Develop, implement, and proactively oversee relevant policies and procedures ensuring the service complies with relevant regulatory standards and institutional requirements.
• Become the recognised expert for the assigned service area by developing and maintaining sound knowledge of sector best practice, regulations and legal obligations.
• Proactively identify, assess, and manage risks within the service, ensuring effective risk mitigation strategies are in place and regularly reviewed.

Student-Centred Service Focus

• Lead collaborative working with Undeb Bangor in relation to the role, to strategically plan promote and develop an excellent student experience.
• Proactively identify and implement solutions to enhance service effectiveness and student satisfaction, securing senior buy-in as required.

Other

• Participate in performance review and developmental activities.
• Comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Policy and the Welsh Language Standards.
• The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
• Comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.
• Please note that there may be a requirement to travel to prospective or current collaborative partners as part of this role, as well as a requirement to occasionally work during unsociable hours to remotely attend Examination Boards/Joint Programme Boards/Boards of studies at overseas partners.

Person Specification

Qualifications/Training

Essential

• Educated to postgraduate level, or equivalent and/or possess equivalent professional experience.

Experience/Knowledge

Essential

• Senior level HE administration experience of working in a relevant registry function supporting students and academic staff.
• Demonstrable experience of managing complex and sensitive casework, investigations or regulatory processes within a higher education or