Student Services/Operations Manager

Job Title: Student Services Manager

Job Summary

The Student Services Manager leads the student services function, ensuring a seamless and positive student experience from enrolment through to completion. This role oversees daily operations, including course scheduling and planning, drives service excellence, and works closely with Sales, Operations, and Academic teams to support student success, retention, and satisfaction.

1. Leadership & Team Management

• Lead, supervise, and develop the Student Services team
• Set performance goals, KPIs, and service standards
• Provide coaching, training, and performance management
• Foster a student-centric and service-oriented culture

1. Course Scheduling & Programme Planning

• Oversee end-to-end course scheduling across all programmes and intakes
• Plan annual and quarterly course calendars in alignment with Sales forecasts and demand
• Coordinate with Academic team on lecturer availability and module sequencing
• Work on classroom allocation and resource planning
• Ensure optimal class capacity planning and utilisation
• Manage and approve schedule changes, ensuring timely communication to all stakeholders
• Continuously improve scheduling processes to enhance efficiency and student experience

1. Student Experience & Service Excellence

• Oversee all student touchpoints to ensure a high-quality experience
• Develop and implement initiatives to improve student satisfaction and engagement
• Manage escalated student issues and ensure timely resolution
• Drive continuous improvement in service delivery

1. Student Administration & Operations

• Oversee student administration processes (enrolment, records, documentation)
• Ensure accuracy, timeliness, and efficiency in all operations
• Ensure smooth execution of course schedules, capacity planning, logistics and programme delivery
• Oversee student communications related to schedules, updates, and programme matters

1. Cross-Functional Collaboration

• Work closely with Sales to align course schedules with enrolment targets and demand
• Partner with Academic team to ensure smooth delivery and academic support
• Ensure alignment and clear communication across departments

1. Retention & Student Success

• Monitor student attendance, engagement, and retention
• Identify at-risk students and implement intervention strategies
• Develop initiatives to improve course completion rates

1. Compliance & Quality Assurance

• Ensure adherence to institutional policies and regulatory requirements (e.g., EduTrust)
• Maintain proper documentation for audits and quality reviews
• Ensure scheduling and delivery comply with academic standards

1. Reporting & Performance Management

• Track and report on student services and scheduling KPIs
• Analyse enrolment trends, class utilisation, and scheduling efficiency
• Provide recommendations to optimise course planning and delivery

1. Events & Engagement

• Oversee student-related events such as orientations, workshops, and graduations
• Drive student engagement initiatives and community-building efforts

• Student satisfaction and service quality
• Course scheduling accuracy and efficiency
• Class utilisation and capacity planning effectiveness
• Student retention and completion rates
• Response and resolution time for enquiries
• Compliance with regulatory and audit requirements

Requirements

• Degree holder
• 4–6 years of experience in student services, operations, or education management
• Experience in course scheduling and planning
• Prior team management experience
• Familiarity with EduTrust frameworks
• Experience with student management systems or CRM tools

• Strong leadership and team management skills
• Excellent organisational and planning abilities (especially scheduling)
• Strong analytical and problem-solving skills
• Ability to coordinate across multiple stakeholders
• High attention to detail and operational efficiency
• Customer-centric mindset with a focus on service excellence

• Strong planner who enjoys managing complex schedules and operations
• Able to balance student experience with operational efficiency
• Proactive and solutions-oriented
• Collaborative leader who works well across teams