About VU:
At VU, we aim to be one of the leading impact universities in the world. VU is an impact‑driven university committed to equity, excellence and opportunity. Based in Melbourne’s west and connected globally, we put students first through the VU Block Model®, dual‑sector pathways and strong industry partnerships. We are a values‑led, inclusive workplace where diverse talent is supported to make a real difference.
About the Team:
Student Services & Administration (SSA) delivers end-to-end services that support students from enquiry and enrolment through to graduation. Our Operations team plays a critical role in ensuring high-quality, efficient and student-centred services across admissions, enrolments, student administration, service delivery and operational planning. Working collaboratively across the University, we are committed to innovation, continuous improvement and delivering exceptional experiences for every student.
About the Role:
This is an exceptional opportunity to join Victoria University as the Director, Student Services Operations, providing strategic leadership across one of the University's largest and most critical service portfolios. Reporting to the Chief Student Officer, you will lead operational excellence across the student lifecycle, ensuring services are efficient, responsive and focused on student success. You'll partner with senior leaders across the University to drive continuous improvement, optimise service delivery, strengthen governance and lead transformational initiatives that enhance the student experience. This role offers the opportunity to shape strategy, influence organisational change and build a culture of innovation, collaboration and service excellence.
Position Key Duties
- Provide strategic leadership for Student Services Operations, ensuring exceptional service delivery across the student lifecycle.
- Lead operational planning, performance management and continuous improvement initiatives that enhance service quality and organisational effectiveness.
- Develop and implement operational strategies, governance frameworks and workforce planning to support the University's strategic objectives.
- Build strong partnerships across the University to influence decision-making, improve student outcomes and deliver enterprise-wide initiatives.
- Lead, develop and inspire a high-performing leadership team, fostering a culture of accountability, innovation and continuous improvement.
- Monitor operational performance, manage risk and use data-driven insights to inform strategic planning and service optimisation.
Position Details
- Classification: HEP 10
- Salary: $142,411 plus 17% Super
- Employment Type: Full Time – Ongoing/Permanent
- Hours per Week: 36.75
- Location: Footscray Park
For a detailed overview of the role’s duties and responsibilities, please refer to the Position Description - Director Student Service Operations
About You:
The Director, Student Service Operations is a key leadership role responsible for driving excellence in student-facing service delivery across Victoria University. Reporting to the Chief Student Officer, this position leads the University's student communications function, oversees the delivery of training and capability development services across Student Services & Administration, and ensures robust performance monitoring and reporting to support operational effectiveness and continuous improvement.
The role provides strategic leadership and operational oversight to ensure student communications are timely, accurate and engaging, staff are equipped with the skills and knowledge required to deliver high-quality services, and performance insights inform evidence-based decision-making. Working collaboratively across the University, the Director champions service excellence, operational efficiency, and a student-centred approach to service delivery.
You will bring:
- Knowledge or training equivalent to: Postgraduate qualifications and extensive relevant experience; or (b) extensive management experience and proven management expertise; or an equivalent combination of relevant experience and/or education/training.
- Exceptional strategic and operational leadership and management capabilities with demonstrated high achievement in a complex service environment, including the management of multiple internal and external stakeholders and proven ability to deal effectively with high volume workload, competing priorities and unexpected events
- Demonstrated experience in leading and developing a high performing team of professionals within student services or a related field, ensuring the ongoing capability and responsiveness of the team in a service oriented and rapidly changing environment.
- Extensive experience in developing processes and frameworks to track strategic and enterprise-wide plans, large and complex projects, and to drive and deliver continuous improvement and a proven record of accomplishment in data management, workforce planning, and performance monitoring.
- High level organisational, analytical and problem-solving skills, with the capacity to think creatively, act strategically and an ability to provide qualitative and quantitative analysis and insights to complex issues.
- Strong knowledge of policy development, governance, and compliance in a university setting.
- Exceptional written and verbal communication skills, and cross-cultural, negotiation and interpersonal skills to support the achievement of organisational goals.
- Demonstrates strong leadership in the support and development of VU capabilities and values.
- Demonstrated capacity to understand and comply with employer policy and practices in all aspects of work and conduct, including OH&S and Anti-Discrimination responsibilities and complete/attend relevant training.
Desirable:
- Demonstrated knowledge and experience of the tertiary education sector.
- Experience working with student management systems and tools.
The University is a Child Safe organisation. You will be required to hold a current Employee - Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment.
Who to Contact?
For further information relating to the position, please contact:
Name: Darrel Caulfield
Position Title: Chief Student Officer
Email: [email protected]
How to Apply
To submit your application please click on the Apply button.
Applications must be submitted as a single document comprising:
- A cover letter
- Your curriculum vitae/resume
- Your responses addressing all selection criteria located in the position description
- Evidence of applicable qualifications, licences and registration
Applications will close Tuesday 14 July at 5pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged.
Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia.
Why Join VU:
VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage
Our Commitment:
Victoria University is committed to fostering an inclusive, respectful, and socially responsible community. We honour our deep diversity by respecting First Nations perspectives and embedding sustainable approaches to Protecting Country, while championing progressive inclusivity for all—embracing Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio‑economic backgrounds. As a WGEA Employer of Choice for Gender Equality , we strive to create a place where everyone feels they belong, and we ensure a positive, barrier‑free recruitment experience by providing adjustments and accessible formats upon request at [email protected] or (03) 9919 5999.
