Manager of the Office of the Registrar (Front Desk)

1. Ensuring the activities of the Division. The manager within his competence: ensures compliance with the legislation of the Republic of Kazakhstan, internal regulatory documents of the University, requirements for the protection of personal data, storage and confidentiality of information. ensures the relevance of information posted on the official information resources of the Unit on the activities of the Front Desk. Provides materials, data and other relevant information for the timely updating of the website , as well as checks the completeness and relevance of the posted information before the beginning of each semester. carries out official correspondence with internal and external stakeholders within the limits of the powers granted. Ensures official correspondence through the corporate e-mail of the Unit ( ), receives, initially processes and analyzes incoming requests, determines their belonging to the competence of the relevant employees or structural units, ensures timely sending of requests responsible executors, controls the timeliness of their consideration and provision of answers, as well as provides qualified feedback to applicants on issues within the competence of the Unit. ensures the preparation, translation and verification of official documentation, information materials and correspondence in the state, Russian and English languages within the competence of the Editorial Office (except for internal regulatory documents). ensures the reception, registration, accounting, distribution and control of the execution of incoming and outgoing correspondence, appeals and documents, as well as their transfer to the responsible employees of the Division. conducts official correspondence with state bodies, departments and third parties within the competence of the Unit. participates in the planning and implementation of activities, projects and the budget of the Unit within the framework of the powers granted 2. Organization of the provision of academic services. Ensures the organization and provision of academic services to students, alumni, former students, representatives of the faculty, employees of the University and other stakeholders through the Front Desk, official communication channels and other services of the Unit in accordance with the internal regulatory documents of the University, customer service standards and best practices of academic administration. Within the framework of this responsibility: provides functional management of the process of providing academic services through the Front Desk, coordinates the interaction of the University's structural divisions and ensures compliance with the established standards of service quality; organizes the reception and consulting support of students, former students, graduates, faculty, employees of the University and other interested parties on academic administration issues within the competence of the Department; provides administrative and consulting support for individual academic processes, including registration for disciplines and scheduling, including during periods of increased workload. ensures the consideration, registration, processing and support of requests received through the Front Desk, corporate e-mail of the Unit (), telephone line (Call Center – 70-90-51 (internal number 90-51) and other communication channels, ensuring the timely provision of qualified feedback or sending appeals to responsible employees and structural units; ensures the functioning of the telephone line (Call Center – 70-90-51 (internal number 90-51) of the Division, monitors the quality of user consulting and compliance with customer service standards; ensures compliance with the established procedures for the reception, storage, temporary issuance and registration of educational certificates, supplements to them and other documents of students, as well as the safety of documents and compliance with the requirements of internal document management; advises students, former students, graduates, representatives of the faculty, employees of the University and other interested parties on all issues related to the competence of the Department, including the application of internal regulatory documents, academic rules, procedures and terms for the provision of services. Carries out an initial analysis of appeals, determines their complexity and belonging to the relevant area of activity, and if necessary, sends requests or applicants to the relevant employees of the Unit for further consideration and decision; considers complex and non-standard appeals from students, coordinates the interaction of Schools and structural divisions of the University for their timely consideration and resolution; analyzes the causes of repeated requests received by the Front Desk, identifies problematic issues in the provision of academic services and initiates measures to improve the quality of customer service; ensures the timeliness, completeness and quality of the provision of academic services in the supervised area, monitors compliance with the established deadlines and standards of user service, analyzes the causes of identified deviations and takes measures to prevent and eliminate them. 3. Academic Records Management. Ensures the organization of the preparation, execution, issuance and confirmation of the authenticity of academic documents in accordance with the internal regulatory documents of the University and the established requirements. Within the framework of this responsibility: ensures the preparation, execution, registration and issuance of academic documents to students and graduates, including certificates from the place of study, transcripts and other documents; ensures the preparation of letters, extracts from decisions of authorized bodies and other documents within the competence of the Unit; verifies and confirms the authenticity of academic documents at the official request of state bodies, organizations and graduates, as well as ensures the preparation of appropriate responses; bears functional responsibility for the correctness of execution, registration, issuance and confirmation of the authenticity of academic documents, as well as compliance with the requirements for their accounting, use and safety ensures the registration, storage and use of forms of academic documents, as well as the preparation of documents necessary for their write-off and destruction; considers appeals on the transfer and upload of academic documents to external information systems and ensures the timely placement of documents in accordance with the established requirements; develops, updates and ensures the timely publication of the Rules and procedures for the issuance of certificates of study and transcripts by the Office of the Registrar of Nazarbayev University. 4. Quality Management of Academic Services. Ensures a high level of quality in the provision of academic services through the Front Desk and the development of the Division's customer service as part of the Front Desk's activities. Within the framework of this responsibility: ensures compliance with the established deadlines and standards for the provision of academic services; analyzes the indicators of the quality of services provided and the flow of user requests received through Front Desk in the areas of the Division's activities, identifies the causes of repeated requests and develops proposals for improving processes and improving the quality of service; coordinates the interaction of the University's structural divisions when considering appeals that require the participation of several departments; ensures the achievement of the established quality indicators for the provision of academic services, analyzes the causes of deviations and organizes the implementation of corrective measures; initiates activities aimed at increasing user satisfaction with the Division's services. 5. Управление Student Information System (SIS). Ensures the development, administration and effective use of the University's SIS in terms of the processes of submission, registration, processing and support of applications for the provision of academic documents and other academic and administrative services, including the issuance of certificates, transcripts, approval of the exit sheet, temporary issuance of educational documents, provision of extracts from decisions and other related services. Within the framework of this responsibility: performs the functions of the business owner of the supervised processes in the SIS information system, ensuring that the functionality of the system meets the requirements of the academic and administrative processes of the University; determines the functional requirements for the automation of supervised processes, participates in the formulation of technical specifications, coordination of the business logic of solutions and the development of functional requirements for the implementation of changes in the SIS; organizes and conducts functional (acceptance) testing of new and improved SIS functionality, evaluates test results, identifies inconsistencies and ensures the preparation of proposals for their elimination; analyzes user suggestions for improving the functionality of SIS, initiates automation and optimization of academic processes, assesses the impact of the implemented changes on data quality and the efficiency of business processes; provides methodological and consulting support to SIS users on the application of the system's functionality within the supervised processes. 6. Improve Front Desk Business Processes. Initiates and implements activities aimed at improving the efficiency and quality of Front Desk processes. Within the framework of this responsibility: analyzes the processes of providing academic services and processing requests through the Front Desk; identifies operational risks and problem areas in the Front Desk processes and takes measures to minimize them within his authority; develops and initiates proposals to optimize Front Desk processes, improve quality and reduce the time of service delivery; analyzes repeated user requests and initiates measures to eliminate the causes of their occurrence; participates in the automation and digitalization of Front Desk processes, including the improvement of the information systems and electronic services used; studies and applies best practices in organizing the Front Desk and providing academic services. 7. Participation in university-wide projects and in the projects of the Unit. Takes an active part in the implementation of university-wide projects and projects of the Division. Within the framework of this responsibility: participates in the preparation and conduct of the graduation ceremony of the University; participates in the organization and support of the processes of awarding academic degrees, including the preparation, acquisition and processing of documents of graduates, as well as documents of students continuing their studies, in accordance with the established procedures; participates in the organization of the conference of the Registrar's Offices; participates in Orientation Week; represents the supervised area in working groups and project teams. Education Higher-professional, preferably in higher educational institutions with English as the language of instruction; Master's degree preferred Work experience with a master's degree – at least 1 year of relevant experience; or with a bachelor's or specialist's degree - at least 3 years of relevant experience in international and/or national companies, or at least 2 years of work experience at Nazarbayev University Knowledge the legislation of the Republic of Kazakhstan in the field of education; the Constitution of the Republic of Kazakhstan, the Law of the Republic of Kazakhstan "On the Status of Nazarbayev University", "Nazarbayev Intellectual Schools" and "Nazarbayev Fund", as well as other legislative and regulatory legal acts of the Republic of Kazakhstan in the field of data management, use and protection of data, storage and processing of personal data ; the educational system of the United States and European countries; the procedure for serving and advising students; the norms of business etiquette, rules of business communication, telephone conversations; MS Office, Excel, PowerPoint; Skills conducting business correspondence in Kazakh, Russian and English; translating documents from/into Kazakh, Russian and English; effective oral and written communication; business communication and telephone communication skills; preventing and resolving conflict situations when interacting with students and their parents; working with a large volume of documents and information; working with information systems, electronic databases and electronic document management systems; the ability to search, process and systematize the necessary information; effective time management and task prioritization; organize work in conditions of multitasking and a large flow of requests; independently make decisions within the limits of the powers granted; identify issues that require escalation or escalation to the responsible employee/manager; work both independently and in a team; maintain confidentiality when working with personal data, documents and other information of limited access; comply with the norms of professional and business ethics; stress resistance, responsibility; organization and attention to detail Recruitment and selection process Recruitment and selection at Nazarbayev University include the following process: preliminary selection based on experience and qualifications, assessments (e.g. technical skills/capabilities, aptitude, personality, work samples, in-basket exercises, and informal interviews), and motivation. Formal interviews form the final stage of the selection process. They are typically based on organizational values and behaviors and conducted in English. You are encouraged to share your views and values to identify how they fit into Nazarbayev University core values