Student Life Manager - NYU London

NYU is committed to being a welcoming campus community that reflects and enacts the values of inclusion, diversity, belonging, and equity that informs academic excellence. We seek candidates who will not only enhance our commitment but whose experience, competencies, skills, and community engagement efforts contribute to diverse, equitable, inclusive learning and working environments for our students, staff, and faculty.
This is a full-time, permanent post reporting to the Associate Director for Student Life. The Student Life Manager (SLM) is responsible for the management of the Student Life team which is based in the Student Support Centre on campus, including line management of the Student Life Coordinator, and the development and execution of the team’s student support and engagement initiatives. The role involves overseeing day-to- day operations, managing staff, ensuring the delivery of high-quality student services, and fostering a strong sense of community on campus. The Student Life Manager will also play a key role in policy development and communication strategies, ensuring that students receive the support they need to succeed. The SLM will be on-call on a rotational basis with other departmental managers to support frontline on-call staff in addressing urgent issues that arise outside of business hours, which will at times involve providing timely in-person support to students and/or the frontline staff on call.
This role involves regular office hours, weekly meetings, events, and participation in an on-call rotation. The Student Life Manager (SLM) will play a pivotal role in promoting a culture of diversity, inclusion, and equity, adhering to the university's environmental policies, and prioritising the health and wellbeing of all community members. This position requires a positive service orientation while performing all duties.

Principal Accountabilities:

Administrative Management and Planning (20%)

The Student Life Manager (SLM) will oversee the administrative functions of the Student Life team. This includes (but is not limited to) student ID card and campus access processes, student club support, campus tours, planning activities and outreach. The manager will ensure that all administrative tasks are performed efficiently and accurately, supporting the smooth operation of the Student Support Centre in partnership with the Residence Life Manager (RLM). The Student Life Manager and their team will assist and support the Residential team with student check in days, and check out days, in residences and will collaborate on the planning and staff training for this critical aspect of the department’s work.

Key Deliverables:

• Create, review and implement policies and procedures for effective management of the Student Life team’s services and provisions
• Streamline student support provisions and services (in person at the Academic Centre, emailenquiries) to ensure effective coverage is place, reduce wait times and improve student satisfaction.
• Developing (with RLM) surveys and feedback sessions to assess student satisfaction with arrival and Orientation activities, within the first 2 weeks of student arrival, responding to feedback wit new initiatives and plans that address any concerns or shortcomings identified.
• Work with students to effectively resolve any complaints, conflicts or difficulties in a timely manner, collaborating with colleagues across teams, keeping line manager regularly informed and seeking guidance when needed.

Staff supervision and Training (20%)

The Student Life Manager (SLM) will supervise the Student Life team based at the NYU London Academic Centre. This includes providing training, guidance, and ongoing support to ensure the team is well-prepared to support students effectively. The manager will also lead efforts to recruit, onboard, coach and continuously develop staff members, ensuring a high standard of service, and an understanding of - and responsiveness to – student needs.

Key Deliverables: 

• Conduct ongoing training for Student Life team members.
• Develop a comprehensive onboarding program for new Student Life staff, to be completed within the first month of their employment.
• Implement a quarterly review process to assess the performance and development needs of Student Life team.
• Facilitate team-building activities to foster a cohesive and motivated team environment.
• Ensure all Student Life team members are certified in basic first aid and emergency response within the first three months of their tenure.

Community Development (30%)

The Student Life Manager (SLM) will spearhead efforts to create a vibrant and inclusive campus community. This involves developing and implementing programs that foster a sense of belonging and enhance the overall student experience, via existing programs (Cultural Programming, Basic Need support, Volunteering, HOST UK) and in new and innovative ways. By promoting key themes such as Inclusivity, Diversity,
Belonging, and Equity (IDBE), the manager will ensure that all students feel welcomed and supported on campus, and in their wider experience in London. The SLM will develop opportunities for students to engage in and learn from the local community in which they are living for a short period of time. Additionally, the manager will oversee the student life budget, and will collaborate with various departments to ensure that other services are effectively coordinated to meet the needs of the students.

Key Deliverables:

• Develop resources and opportunities for students to work towards expanding their capacity for meaningful dialogue (care circles, community care sessions) and have the tools they need to be self-sufficient (wellbeing, health resources, time management, food accessibility).
• Maintain accurate and up-to-date records of student participation in activities, reporting on engagement monthly, developing and implementing engagement strategies to increase student participation in programs, and finding ways to reach students who are not engaging.
• Manage and report on the student life budget quarterly, ensuring fiscal responsibility and alignment with program goals.
• Develop and deliver a First Year induction program.
• Organise community-building events and opportunities for students to engage in and learn from the local community.
• Review student surveys and feedback sessions to assess student satisfaction with campus community initiatives, responding to feedback with new initiatives that address any concerns or shortcomings.

Communications (20%)

Oversee the Student Life department’s online presence, communicating information to students at NYU London at pre-arrival, as well as when on site, in effective and creative ways. The SLM will organise routine NYU London website audits for accuracy, editing and updating as needed, and lead the ongoing development of NYU London’s student information portal, LDN, as well as routinely checking its content for accuracy. The SLM will contribute to existing initiatives such as Letters from London which are shared before students arrive, and the London Lowdown weekly newsletter, develop NYU London’s social media channels, create content and innovative initiatives to engage with students.

Key Deliverables:

• Lead pre departure Orientation sessions and lead sections of New Student Orientation, overseeing the comprehensive student intranet site which outlines all administrative procedures and policies to students and ensuring students are aware of the many resources and services available to them.
• Maintain accurate and up-to-date information on the NYU London website, ensuring the team perform full checks quarterly and make updates as needed.
• Maintain accurate and up-to-date information on the NYU London student information portal (LDN), performing full checks quarterly and making updates as needed.
• Ensure campus posters are engaging, address key student needs, and are checked on a weekly basis
• Develop a series of emails for students about key resources available (health, wellbeing, physical activities, basic needs).
• Develop a social media plan for the Student Life team, including best practice training.
• Frequently create and share content across the Student Life department’s communication channels for students, developing video and podcasting capabilities.

Emergency and Crisis Management (10%)

The Student Life Manager (SLM) will provide leadership in emergency and crisis situations, ensuring that students receive timely and appropriate support. This includes coordinating with the Residence team and other staff to manage medical, mental health, and facilities emergencies that arise. The manager will be on- call on a rotational basis to address urgent issues that arise outside of business hours, which will at times involve providing in-person support to students or colleagues.

Key Deliverables:

• Undertake monthly reviews with line manager to identify trends, areas for improvement or where further resources are needed.
• Conduct bi-annual training sessions on emergency procedures for staff, in collaboration with the Residence Life Manager.
• Liaising with local emergency services to enhance response coordination and support for students.

Required Education

Educated to degree level or equivalent qualification/experience.

Required Experience
- Minimum of three years’ experience of working in a supportive, problem-solving role in student services or campus life, preferably at higher education level and with international students.
- Demonstrated and significant experience in supervising and leading teams, with a proven track record of developing staff and managing performance.
- Experience in handling emergency situations and providing crisis intervention.
- A demonstrated commitment to promoting a diverse and welcoming environment and student success, as evidenced by prior successful and innovative measures.

Required Knowledge, Skills, and Abilities
- Strong organisational and leadership skills: Ability to prioritise tasks, manage multiple projects simultaneously, and lead a diverse team effectively. Punctual, responsible, self-motivated and flexible.

- Excellent interpersonal and communication skills: Ability to communicate clearly and effectively with a diverse range of people, including students, staff, and external partners.

- Demonstrable commitment todelivering an excellent service; a positive attitude to staff development and training.
- Proficiency in computer applications: Familiarity with systems such as CMS, student databases, or similar platforms, and strong general IT skills.
- Problem-solving and decision-making: Ability to assess situations, identify problems, and develop effective solutions in a timely manner.
- Cultural competence: Strong understanding of the challenges faced by young adults at university and those living abroad, with a commitment to fostering an inclusive and supportive environment.
- Leading and developing community support and listening sessions where sensitive and challenging

Preferred Experience, Skills and Abilities
- Knowledge of London: Familiarity with the local area and the resources available to support students in various situations, including local emergency support services. Working for a global organisation, and/or within the student services or education sector.
- Personal experience of studying or living abroad: Insight into the unique challenges and opportunities of living in a foreign country, providing empathy and support to international students.
- Familiarity with the American higher education system: Understanding of the academic and student life expectations within the context of a U.S.-based institution.
- Experience in training and onboarding staff: Proven ability to develop and implement training programs that enhance team performance and service delivery.
- Experience in overseeing student support centre services: Knowledge and experience in managing and maintaining a support centre to ensure students receive accurate and high quality information and guidance.

Candidates must have the unrestricted right to work and live in the UK prior to appointment.

Benefits: Housing is provided, inclusive of all utilities, within a self-contained apartment in one of the residences utilized by NYU London. Further benefits include: 28 days annual leave pro rata, USS pension scheme and private medical insurance (optional)

Candidates should advise of any reasonable adjustments needed to participate in the application and interview processes.

NYU London is an equal opportunity employer committed to equity, diversity and social inclusion.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

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