Hayley Kelly
Biggleswade,Herefordshire
Summary
Strategic leader in Higher Education with proven expertise in enhancing student experience through pastoral care and engagement strategies. Experienced in operational and programme management, emphasising academic cycle planning and quality assurance. Skilled in stakeholder management and communication, committed to data-driven decision-making and continuous improvement.
Overview
15
15
years of professional experience
Work history
Programmes Manager
King's College London
2019.07 - Current
- Working with the Senior Programmes Manager and Heads of Department on the annual cycle of academic activities, and planning strategic improvements.
- Contributing to and informing the development of student systems, including online learning platforms and SITS, and supporting improvements to and implementation of other systems within the university. Contributing to and initiating process improvements, ensuring training and support are provided to the Programme Officer and Senior Programme Officer roles.
- Producing and analysing management information data to meet the needs of a wide range of stakeholders, including utilising data to monitor completion and quality of work undertaken by the team.
- Having oversight of, investigate and respond to, formal and informal student complaints within agreed timeframes. Utilise information gathered to inform improvements to services and systems at both a local and a university level.
- Monitoring and reviewing service delivery on a continual basis to ensure compliance with agreed timeframes, expectations, key performance indicators and service level agreements, providing feedback to team members and setting clear expectations.
- Managing resources daily to ensure consistent service delivery (e.g., timetabling) and contributed to resource planning for new programme and course developments.
- Liaising with stakeholders and programme boards to complete key activities, such as student assessment and progression processes, in accordance with university timeframes and policies.
- Working closely with academic role holders such as Chair of Assessment Sub Board and Senior Tutors.
- Ensuring that quality assurance requirements and, where required, accreditation requirements, are met for all courses. Servicing committees as directed by the line manager.
- Developing and improving the service through eliciting and responding to service user feedback, identifying and implementing new ways of working through close working with the direct line manager
- Representing the Faculty’s interests in university-wide service improvement projects, engaging with relevant stakeholders, workstreams, and committees across the university to influence change.
- Working with the Senior Programmes Managers and other Programmes Managers on projects within the Faculty.
- Working flexibly as part of a team, supporting others in times of high-volume activity, and reporting on resource issues to the direct line manager in a timely manner. Organising new starter inductions. Covering staff absence and deputising for the direct line manager as and when required.
- Carrying out all work in a professional and timely manner, maintaining appropriate confidentiality and sensitivity.
- Supporting Senior Programmes Officers in managing students’ pastoral care needs, ensuring teams effectively signposted students to relevant services and maintained up-to-date processes and policies.
Senior Programmes Officer
King's College London
2018.07 - 2019.07
- Supervising programme administration and co-ordinate processes relevant to the area of work, including assessments and module registration, in line with university deadlines and regulations, and Faculty and external requirements.
- Collaborating with colleagues to plan programme cycles, adapting processes throughout the academic year to reflect changing priorities and maintaining flexibility in work patterns.
- Working with the wider university community to ensure up-to-date and consistent practices are followed when utilising systems (e.g., student records systems and virtual learning environments) to undertake both day-to-day functions and higher-level processes such as reporting and extracting data, ensuring accuracy of data and identifying and resolving issues.
- Coordinating the management of day-to-day student enquiries with the Programme Officers to provide responses as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required.
- Triaging student pastoral care needs, resolving straightforward issues and escalating complex cases to key stakeholders according to university frameworks.
- Enhancing service delivery by gathering and analysing service user feedback, recommending improvements, and implementing new operational methods as directed.
- Ensuring all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. To maintain an up-to-date knowledge of the data protection requirements and to support Freedom of Information and subject access requests.
- Receiving, investigating, and resolving low-level complaints and service setbacks, exercising judgment and escalating to the line manager.
- Ensuring that quality assurance and accreditation requirements were met for all provision. Servicing committees as directed by the line manager.
- Taking personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules.
- Working flexibly as part of a team, supporting colleagues during high-volume activity. Coordinating new starter inductions and covering staff absence by deputizing for the line manager.
Programmes Officer
King's College London
2014.03 - 2018.07
- Assisting in meeting quality assurance and accreditation requirements for programmes, supporting evaluation processes for students, modules, and programmes in line with university best practices.
- Supporting all student assessment processes in line with university deadlines and regulations and faculty and external requirements.
- Taking responsibility for supporting the mitigating circumstances process by processing student requests promptly, sensitively, and equitably.
- Supporting student lifecycle processes from pre-enrolment through graduation, utilising systems and databases, ensuring data consistency and resolving issues effectively.
- Participating in development and improvement of programmes and processes, identifying and suggesting enhancements based on user feedback to better support students and academic staff.
- Facilitating committee meetings by preparing agendas and taking minutes to ensure effective communication and decision-making.
- Resolving students’ and academics’ enquiries through face-to-face interactions, phone, Microsoft Teams, and email, responding within agreed timeframes and escalating complex enquiries when necessary.
- Taking personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules.
- Ensuring all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. Maintaining an up-to-date knowledge of the data protection requirements and supporting Freedom of information and subject access requests.
- Working flexibly as part of a team, supporting others in times of high-volume activity, providing cover, and supporting the training and development of new staff members.
- Taking responsibility for own performance and development, through agreeing clear performance objectives, maintaining up-to-date knowledge, and reflecting on own performance.
Senior Qualifications Coordinator
Healthcare Learning: Smile-on
, London
2011.04 - 2014.03
- Managing the coordination of advanced undergraduate and postgraduate blended learning qualifications for healthcare professionals, including the MSc in Restorative & Aesthetic Dentistry programme, working alongside the University of Manchester.
- Coordinating student progression from admission to graduation, ensuring timely support and guidance throughout the academic journey.
- Providing dedicated, individual support to students for the duration of the course, answering academic, personal and general queries in a timely manner.
- Maintaining individual student records using the student database and processing admissions documentation for students.
- Managing the assessment process and collating results for reporting to the University of Manchester.
- Liaising with academic examiners to ensure coursework is marked according to agreed assessment schedules.
- Maintaining personal and confidential student information in relation to mitigating circumstances, and liaising with the Programme Director and Head of Qualifications to review student progression.
- Preparing student grades and assessment submissions for review at University of Manchester Examination Board meetings.
- Coordinated all activities for the online educational support platform, overseeing production of recorded lectures and management of online resources to enhance student learning experiences.
- Using the Moodle LMS to create bespoke online educational support platforms for delivery of eLearning modules and study materials.
- Project managing and attending face to face residential events for students, including arranging venues, liaising with suppliers to source equipment and study materials, and organising social dinner receptions.
- Developing and maintaining relationships with key sponsoring organisations at student and corporate events, enhancing collaboration and support for programme initiatives.
- Liaising with academic colleagues to organise lectures and formatting PowerPoint presentations and educational support materials on their behalf.
- Using the Adobe Connect platform to support live online webinar sessions.
- Managing in-house learning management systems, including the e-Personal Development Plan (EDEP).
- Liaising with high profile lecturers and academic leaders in the field of dentistry to organise webinars, including the formatting of PowerPoint presentations and educational support materials.
- Supervising two colleagues within the Qualifications Team, providing them with training on all aspects of the role.
Education
Bachelor of Science - Psychology
University of Southampton
Southampton /2002 - /2006
A-Levels - Psychology
Chesham Grammar School
Buckinghamshire /2000 - /2002
A-Levels - Politics
Chesham Grammar School
Buckinghamshire /2000 - /2002
A-Levels - Biology
Chesham Grammar School
Buckinghamshire /2000 - /2002
GCSEs - English, Mathematics, Biology, Chemistry, Physics, French, History, Food Technology, IT
Chesham Grammar School
Buckinghamshire /1996 - /2000
Skills
Leadership and Management Skills:
- Team leadership and supervision
- Staff coaching and development
- Performance management
- Resource planning and allocation
- Service delivery management
- Managing high-volume workloads
Student Experience and Support:
- Student pastoral care management
- Student case management
- Student complaints investigation and resolution
- Student engagement and support
- Student assessment and progression administration
- Signposting and referral processes
Operational and Programme Management:
- Programme administration and management
- Academic cycle planning
- Timetabling and resource management
- Policy and procedure implementation
- Compliance monitoring
- Service level agreement (SLA) management
- Key performance indicator (KPI) monitoring
- Quality assurance administration
Stakeholder Management and Communication:
- Stakeholder engagement
- Relationship management
- Cross-functional collaboration
- Influencing and negotiating
- Partnership working
- Written and verbal communication
- Presentation and reporting skills
Data and Analytical Skills:
- Management information reporting
- Data analysis and interpretation
- Performance reporting
- Trend identification
- Evidence-based decision-making
- Quality monitoring and evaluation
Systems and Technical Skills:
- Student Records Systems (SITS)
- Virtual Learning Environments (VLEs)
- Online learning platforms
- Systems implementation and enhancement
- Process automation and optimisation
- Microsoft Office Suite (particularly Excel)
Project and Change Management:
- Project management
- Service improvement
- Business process review
- Change management
- Continuous improvement
- Strategic planning
- University-wide project participation
- Implementing new ways of working
Governance, Compliance and Risk:
- Quality assurance and accreditation compliance
- Data Protection (GDPR)
- Subject Access Requests (SARs)
- Policy interpretation and application
- Risk identification and mitigation
- Confidentiality and information governance
References
References available upon request.
Timeline
Programmes Manager
King's College London
2019.07 - Current
Senior Programmes Officer
King's College London
2018.07 - 2019.07
Programmes Officer
King's College London
2014.03 - 2018.07
Senior Qualifications Coordinator
Healthcare Learning: Smile-on
2011.04 - 2014.03
Bachelor of Science - Psychology
University of Southampton
/2002 - /2006
A-Levels - Psychology
Chesham Grammar School
/2000 - /2002
A-Levels - Politics
Chesham Grammar School
/2000 - /2002
A-Levels - Biology
Chesham Grammar School
/2000 - /2002
GCSEs - English, Mathematics, Biology, Chemistry, Physics, French, History, Food Technology, IT
Chesham Grammar School
/1996 - /2000