Residence 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.

The Residence Life Manager (RLM) is a full-time role responsible for overseeing NYU London’s Residences. The residences include Byron Court, the largest student residence complex, Guilford House and other residence sites in central London that NYU London maintains. This position involves a significant focus on supporting all students, and in particular, first-year students, ensuring their successful integration into university life.
The Residence Life Manager (RLM) will be primarily based in the Student Support Centre on campus, but will spend a significant amount of their working week in the in the housing facilities, ensuring that resources and systems are effectively supporting residents and fostering an environment conducive to both academic and personal growth throughout the academic year, including Summer and January (J-term) programs.
In collaboration with (and in a senior capacity to) the Student Life Residence team at all the other residence sites, the Residence Life Manager (RLM) will deliver a comprehensive range of services to residents. Key responsibilities include managing daily residence life operations, providing support and crisis intervention (outside of routine working hours when necessary), ensuring compliance with NYU London policies, maintaining safety and security, delivering excellent customer service, supervising peer advisors, and coordinating student development programs and events.

This role involves regular office hours, weekly meetings, events, and participation in an on-call rotation. The Residence Life Manager (RLM) 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.
As mentioned, responsibilities are carried out mainly through office hours, weekly meetings, events, and on-call shifts. This position requires a positive service orientation while performing all duties.

All NYU London Student Affairs staff are expected to:

• help build a culture that respects and embraces diversity, inclusion, and equity
• maintain an awareness of the university's environmental policies and procedures that seek to minimise the impact of the university’s business on the environment
• ensure the health and wellbeing of all community members, including themselves, is a priority. 

PLEASE NOTE: THIS IS NOT A LIVE-IN POSITION

Principal Accountabilities:

Administrative Management and Planning (30%)

The Residence Life Manager (RLM) will oversee the administrative functions of the residence halls. This includes managing check-in/check-out processes, room assignments and changes.The manager will ensure that all administrative tasks are performed efficiently and accurately, supporting the smooth operation of the residence halls and the wellbeing of the residents.

Key Deliverables:

• Streamline check-in and check-out processes to reduce wait times and improve resident satisfaction.
• Create, review and implement policies and procedures for effective management of the Residence Life team’s services and provisions.
• Maintain accurate and up-to-date records of room assignments and changes, reporting on occupancy rates monthly.
• Present in pre departure Orientation sessions and lead sections of New Student Orientation.
• Maintain accurate and up-to-date Residence Life 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), which outlines all administrative procedures and policies to students and ensuring students are aware of the many resources and services available to them, 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
• Developing efficient and effective room change and bed for bed exchange processes for students
• Oversee the management of building access systems, ensuring security and accessibility for all residents.
• Implement a digital key management system to enhance efficiency and security.
• Developing (with Student Life Manager) surveys and feedback sessions to assess student satisfaction with arrival and Orientation activities, within the first 2 weeks of student arrival, responding to feedback with 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 managers regularly informed and seeking guidance when needed.

Community Development (25%)

The Residence Life Manager (RLM) will lead efforts to create a vibrant and inclusive residential community. This involves developing and implementing programs that foster a sense of belonging and enhance the overall student experience. By promoting key themes such as Inclusivity, Diversity, Belonging, and Equity (IDBE), the manager will ensure that all students feel welcomed and supported in their living environment. Additionally, the manager will oversee the residence life budget, collaborating with various departments to ensure that facilities, housekeeping, security, and other services are effectively coordinated to meet the needs of the residents.

Key Deliverables:

• Develop and implement residential learning community programs each semester.
• 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.
• Conduct monthly meetings with facilities, housekeeping, and security teams to ensure smooth operations.
• Manage and report on the residence life budget quarterly, ensuring fiscal responsibility and alignment with program goals.
• Create and distribute a bi-semesterly survey to assess student satisfaction with community initiatives, responding to feedback with new initiatives that address any concerns or shortcomings.
• Organise community-building events per semester.

Supervision and Training (15%)

The Residence Life Manager (RLM) will supervise the Student Life Residence team at all the other residence sites and support the Peer Mentor team. This includes providing training, guidance, and ongoing support to ensure these teams are well-prepared to assist residents effectively. The manager will also lead efforts to recruit, onboard, and continuously develop these staff members, ensuring a high standard of service and responsiveness to resident needs.

Key Deliverables:

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

Emergency and Crisis Management (15%)

The Residence Life Manager (RLM) will provide leadership in emergency and crisis situations, ensuring that residents receive timely and appropriate support. This includes coordinating with the Student Life Residence team and other staff to manage medical, mental health, and facilities emergencies. The manager will be on-call on a rotational basis to address urgent issues and will oversee the incident reporting and resolution process.

Key Deliverables:

• Develop and implement an emergency response plan, conducting drills each semester.
• Establish a 24/7 on-call schedule to ensure continuous support for residents.
• Create a detailed incident reporting system, with weekly reviews to identify trends and areas for improvement.
• Conduct bi-annual training sessions on emergency procedures for all residence staff.
• Collaborate with local emergency services to enhance response coordination and support for residents.

Resource Centre Management (15%)

The Residence Life Manager will manage the Resource Centres within the NYU London residence halls, ensuring they are well-maintained and accessible to all residents. Predominantly based at 265 Strand, the manager will oversee day to day presence at Byron and Guildford as well as the provision of resources, study materials, and support services that contribute to the academic success and personal development of residents.

Key Deliverables:

• Ensure the Resource Centres are fully stocked with study materials and resources, conducting inventory checks monthly.
• Develop and implement a feedback system to assess resident needs and preferences for Resource Centre offerings.
• Organise and promote academic support workshops or tutoring sessions per semester.
• Maintain a clean and welcoming environment in the Resource Centres, conducting weekly inspections.
• Collaborate with academic departments to provide relevant resources and support services tailored to resident needs.
• Lead sustainability efforts within the residence halls, such as energy-saving initiatives, waste reduction programs, and recycling drives

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 within a residential or facilities-based environment. Experience in higher education settings, particularly in roles involving student residence management, is highly desirable.
• Demonstrated 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 is essential.
• A demonstrated commitment to promoting a diverse and welcoming environment, 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 to delivering an excellent service; a positive attitude to staff development and training
• Proficiency in computer applications and student resident management platforms: Familiarity with systems such as StarRez 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.

Preferred Experience, Skills and Abilities

• Knowledge of London and local emergency support services: Familiarity with the local area and the resources available to support students in various situations. Working for a global organisation, and/or within the student services or residential 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 residential 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 with building supervision: Knowledge and experience in managing and maintaining residential facilities to ensure a safe and conducive living environment. Experience of using a student resident and property management platform (e.g. StarRez).

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

Benefits: 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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