About the Role
The Senior Manager, IAG, Quality and Disability will provide leadership and specialist guidance with Student Recruitment and Support, Ireland on all matters relating to Information, Advice and Guidance (IAG). The role holder will be responsible for ensuring that quality standards and key performance indicators for the service are met by developing a quality approach which reflects the unique nature of the service in Ireland and the need for continuous improvement. They will also provide leadership for disability support services in Ireland, ensuring students with disabilities receive high-quality, inclusive and effective support. As a Senior Manager, they are also expected to support the overall leadership of the OU in Ireland by, where necessary, taking responsibility for OU in Ireland-wide issues and by demonstrating appropriate leadership behaviours and qualities.
Key Responsibilities
- To lead the operational management, quality assurance and continuous development of the Information, Advice and Guidance service at the OU in Ireland, ensuring staff maintain up-to-date IAG skills and curriculum knowledge that support student retention, progression, satisfaction and success.
- To lead and performance manage a team of Educational Adviser and Disability Support staff providing direction, coaching, training and support and ensure that all staff are recruited, trained, performance managed and developed to help them fulfil their potential.
- Lead the development and implementation of quality assurance processes and frameworks for IAG and disability services and work closely with the Senior Manager, Operations to develop and implement quality monitoring and evaluation, ensuring best practice is embedded and service improvements are developed in support of a positive team culture of continuous improvement and learning and development
- To proactively support the Assistant Director (Student Experience) in the development and continuous improvement of good internal and inter team working and service provision. To promote the sharing of best practice and consistent ways of working, contribute to business improvement ideas and initiatives, and ensure an integrated approach to operational delivery across the service.
- To lead on the provision of high-quality support to OU Ireland students with a disability whilst overseeing and quality assuring DSA processes for students in N. Ireland ensuring that quality standards, key performance indicators and internal and external reporting requirements are met.
- To work with colleagues in other nation offices, faculties and Student Recruitment and Support Centres to ensure that the specific needs of enquirers and students in Ireland are appropriately supported, particularly in relation to curriculum, skills and employability.
- To continually develop skills and knowledge to maintain and improve personal performance, in the spirit of continuous improvement and to adopt correct and evolving business practices and procedures
- To support the Assistant Director (Student Experience) and other members of the Senior Leadership Team in ensuring the effective leadership and management in the location.
Main Responsibilities
- Lead the development of the IAG service for Student Recruitment and Support, Ireland, taking overall responsibility for operational delivery, quality assurance, continuous improvement, and the achievement of agreed service standards, performance targets and operating procedures.
- Lead the development and implementation of quality monitoring processes and frameworks for IAG and disability support services.
- Lead and line manage a team of Educational Advisers and Disability Support staff, organising regular one to one reviews and CDSAs, working with staff to ensure they are effectively managed, supported and motivated to optimise their performance.
- Provide support to specific groups of enquirers and students as appropriate in close partnership with the Senior Manager, Widening Access e.g. Students in a Secure Environment and disabled students, working with appropriate University groups and external agencies to implement tailored services.
- Work closely with the Assistant Director (Student Experience) and the Senior Manager, Operations and the Senior Manager, Widening Access to ensure an effective programme of staff development for Student Recruitment and Support, Ireland, across all staff grades.
- Maintain, communicate and apply up-to-date knowledge of regulations and institutional policy related to Student Recruitment and Support Services, in support of enquirers and learners in Ireland and lead on procedures related to cases of student policy exceptions as laid down in University regulations e.g. exceeding 120 credits, Academic Progress.
- Work in liaison with other teams across the University on matters such as staff development events, curriculum-specific IAG and complaint resolution and complex student cases. e.g., the Student Casework Office, Faculty colleagues and Associate Lecturers.
- Support the Assistant Director (Student Experience) in the development and strategic direction of the service through the provision of timely, relevant data and information about the nature and quality of Student Recruitment and Support Services delivered from the OU in Ireland.
- Support the induction and development of other staff in the location, including Associate Lecturers by, for example, ensuring the delivery of training to them about aspects of Student Recruitment and Support, Ireland.
- Work with other managers in the location to ensure senior cover during periods of absence, deputising where necessary for the Assistant Director (Student Experience).
- Liaise with colleagues in Faculties, Student Recruitment Support Centres, national offices and other units as appropriate, representing the OU in Ireland on appropriate University working groups and committees.
To continue reading the list of main responsibilities, please refer to the Main Responsiblities document [click here]
About You
Essential
- A degree and/or appropriate professional qualification, or equivalent skills and experience.
- Substantial experience of providing IAG equivalent to an NVQ Level 4 qualification in advice and guidance or managing the provision of IAG, to diverse groups of customers.
- Significant experience of leading and managing teams providing customer/student services to meet recognised standards.
- Experience of leading, performance managing and coaching staff including those on professional grades in terms of motivation, commitment, performance and development.
- Experience in the recruitment and selection of staff and delivering staff development.
- A proven commitment to quality and continuous improvement.
- Highly developed interpersonal skills accompanied by excellent communication and presentation skills, with the ability to influence, establish credibility and assert authority
- Experience of report writing, preparing papers, and the analysis and interpretation of data and other forms of information
- Proven ability to build effective, genuine and open long-term relationships with external and internal stakeholders, working cooperatively across institutional boundaries, in order to improve both academic and customer service standards.
- A demonstrable commitment to equality, diversity and inclusion
Desirable:
- Experience of data informed, evidence led practice including highly developed experience gaining actionable insights from management information and other quantitative and qualitative data sources.
- Experience of a relevant specialism such as supporting disabled students
- Experience of deputising for senior colleagues
Support with your application
If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on 01908 541111 or email careers@open.ac.uk quoting the advert reference number.
Flexible working and Other Information
We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you.
Working Location: It is anticipated that a hybrid working pattern can be adopted for this role, where the successful candidate can work from home and the office. However, as this role is contractually aligned to our Belfast Office, it is expected that some attendance in the office will be required when necessary and in response to business needs, occasionally at short notice. We’d expect this to be two days per week. Expenses associated with travel to our Belfast site are not reimbursable.
Next steps in the Recruitment process
The anticipated interview dates are 19 - 21 August 2026.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).
Early closing date notification
While most roles will remain open until the advertised closing date, applications may be reviewed on an ongoing basis. In some cases, vacancies may close earlier if a sufficient number of suitable applications have been received and equality impacts have been appropriately considered. All roles will remain advertised for a minimum of one week before any early closure is implemented.
If you have started an application or were in the process of applying when the advert closed, we encourage you to get in touch. We are committed to understanding individual circumstances and can offer further support where needed, including reasonable adjustments for applicants with protected characteristics.
How to apply
To apply for this role please submit the following document(s):
- CV
- Supporting statement. The supporting statement should be no more than 1,500 words. You should set out in your statement why you’re interested in this role and provide examples of where your skills and experience meet the required competencies for this role as detailed in the job and person specification
You can view your progress and application communications when you are logged into our recruitment system. Please check your spam/junk folders if you do not receive associated email updates.
