Executive, Student Services - Rochor - ref. d87428119

THE ROLE: Student Services (Onboarding & Support Services)

This role plays a crucial role in supporting and guiding students throughout their academic journey. Key responsibilities include addressing student inquiries, and ensuring clear communication of programme details and academic requirements. Additionally, the role provides support for both academic and non-academic interventions, monitoring student satisfaction through surveys, and ensuring adherence to regulatory compliance standards.

Key Responsibilities:

• Student Engagement: Draft programme updates, send notifications via K360 app, respond to email enquiries, phone calls, walk in enquiries, class visits, prepare and issue Letter of Verification.
• Attendance Monitoring, Intervention, and Leave Application: Monitor student attendance and intervene when necessary. Process leave applications and ensure students follow the appropriate procedures for absences.
• Re-module, Course Transfer, Withdrawal, Deferment, Resumption, Extension: Assist students with re-modules, course transfers, withdrawal requests, deferment applications, resumption processes, and extensions and manage inactive students.
• Student Conduct (Non-academic and Academic): Monitor and address issues related to both academic and non-academic student conduct, ensuring compliance with institutional standards and providing guidance when needed.
• Academic Intervention Coordination: Coordinate academic interventions for students requiring additional support, collaborating with the academic department to ensure effective solutions.
• Student's Pass Monitoring: Manage Student's Pass cancellation and renewal for students.
• Assessment Appeal: Handle appeals related to assessments, ensuring fair and transparent processes.
• Transcript and Certificate Management: Manage the process of issuing transcripts and certificates to students, ensuring accurate and timely delivery.
• Others: Undertake specific projects as required by the Line Manager.

Qualifications

Academic & Professional Qualification:

• Minimum Diploma in any discipline

Work Experience:

• Preferably 1 year of work experience in customer services within the education sector

Generic Competencies:

• Communication
• Change Agent
• Problem Solving and Execution

Technical Competencies:

• Customer Service Skills
• Email Management and Follow Up Skills
• Navision, SIS
• University Learning Portal
• Negotiation Skills
• Time Management Skills

Software Skills:

• Microsoft Applications (Words, Excel, PowerPoint, Teams etc.)
• OneDrive, SharePoint
• AI tools (e.g. ChatGPT)

• Working Hours: Monday to Friday, 9am to 6pm.
• Work Arrangements: On-site
• Location: Wilkie Edge