Project Manager / Senior Consultant overseeing 2 consultants delivering process & systems redesign within Student Administration, evaluating over 60 Admissions & Enrolment, Full & Short Course Data Management, and Timetable Management processes, spanning 3 Teaching Centres and 4 Service Departments;

• ‘To Be’ processes incorporated rigour and governance (eg data validation of student applications, scope of registrations, course specification sheets, Student Management System inputs).
• Processes incorporated modern productivity techniques (eg use of electronic enrolment forms, central data repositories, self-service portals, workflow functionality, and online payments).
• ‘To Be’ process redesign and system enhancements supported the goal of maximised ‘first call resolution’ within the recently-centralised Contact Centre.
• Standardised processes across Support and Teaching Departments (eg short course enrolment processing, producing course specifications, course content compilation, course setup requests).
• Specified centralised information repositories (eg enquiries, applications, course specs / content).

Achievements;
o Processes were redesigned to maximise the customer service experience
o Processes were redesigned to improve funding-dependent government reporting requirements
o Detailed ‘To Be’ process mapping clarified organisational roles and clarified organisational structure
o An significant improvement in operational efficiency, and in service levels was identified