Executive, Student Services

About The Job

This role supports the delivery of student services within the Office of Academic Services (AS). The successful candidate will be responsible for managing complex student cases, exercising sound judgement, and collaborating with stakeholders to deliver effective, student-centric solutions while ensuring compliance with institutional policies.

What You Will Be Doing

Key Responsibilities: 

Student Case Management & Operations

• Independently manage and resolve complex student enquiries, appeals, feedback, and escalated cases referred by outsourced service providers, Schools, and administrative departments.
• Conduct end-to-end investigations by reviewing policies, student records, system data, historical interactions, and supporting documentation.
• Analyse case scenarios and recommend appropriate resolutions by balancing policy intent, operational feasibility, fairness, institutional considerations, and student impact.
• Exercise sound judgement where existing policies or precedents may not fully address the circumstances.
• Identify operational risks and downstream implications before recommending decisions.
• Coordinate cross-functional stakeholders to facilitate timely and effective case resolution.
• Maintain accurate documentation of investigations, decisions, and follow-up actions.
• Manage sensitive student interactions professionally, with strong service recovery capabilities.
• Identify recurring operational issues and recommend improvements to policies, workflows, or service delivery.

Service Excellence & Continuous Improvement

• Review and enhance operational processes, workflows, and service delivery practices.
• Analyse operational trends, service metrics, and student feedback to identify opportunities for improvement.
• Develop, review, and maintain operational documentation, knowledge articles, FAQs, templates, and Standard Operating Procedures.
• Support quality assurance reviews and operational audits to strengthen service consistency.
• Prepare reports and operational insights to support management decision-making.
• Recommend practical improvements that improve productivity, service quality, and operational effectiveness.

Projects, Digital Transformation & Service Innovation 

• Support departmental projects, system enhancements and operational improvement initiatives.
• Coordinate assigned project workstreams and implementation activities under the guidance of project leads and Assistant Managers.
• Gather business requirements, review operational processes and provide user perspectives for system enhancements.
• Support User Acceptance Testing (UAT), business validation and operational readiness activities for systems impacting student services.
• Develop and maintain operational documentation, user guides and process workflows arising from new initiatives.
• Monitor assigned project deliverables, follow up on action items and coordinate with stakeholders to ensure timely completion.
• Analyse operational data and feedback to identify opportunities for service improvements.

Job Requirements

• Degree holder with preferably at least three years of relevant experience in student administration, operations, customer service, project management, or related fields.
• Experience in higher education, public service, contact centre operations, service transformation, or digital implementation projects will be an advantage.
• Strong analytical and critical thinking skills.
• Excellent problem-solving ability with sound judgement in ambiguous situations.
• Ability to independently investigate complex issues and formulate practical recommendations.
• Strong project management and stakeholder management capabilities.
• Ability to lead initiatives from planning through implementation.
• Strong written, presentation, and interpersonal communication skills.
• Ability to analyse operational data and translate insights into actionable improvements.

• Strong organisational skills with the ability to manage competing operational and project priorities.
• Customer-centric mindset balanced with policy compliance and institutional considerations.
• Ability to influence stakeholders and build consensus across multiple departments.
• Support intensive operational activities during key academic periods, particularly in March, July, October, and December/January.
• Manage a high volume of escalated cases while maintaining accuracy, service quality, and agreed turnaround times.
• Work collaboratively with team members to clear backlogs and maintain service levels.
• Adapt to changing operational priorities, workloads, and business requirements.