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Manager, Student Support

Office of Student and Alumni Relations

Job Description

The successful candidate will work with the Director, Office of Student and Alumni Relations, to contribute to the achievement of the University's mission by providing efficient and effective administration of all operations under the Student Support Department.


Responsibilities:


• Lead and influence department staff to perform their work efficiently and effectively towards meeting the established objectives and key performance indicators.
• Establish, implement and manage initiatives that are responsive, reliable and effective in servicing the students and to enhance student experiences with the University.
• Oversee the implementation and maintenance of contact centre systems (CRM, Telephony, Queue-system etc) that best serve the existing student population of the University.
• Monitor and analyse service standards for improvements to meet approved corporate and departmental Key Performance Indicators (KPls).
• Review feedback from students including administration of the electronic Course Evaluation (eCE), and conducting surveys and focus group sessions, when necessary.
• Plan and manage student-related university events, including but not limited to, convocation ceremonies, focus groups, course evaluation exercises and orientation.
• Provide Secretariat support to the Student Affairs and Support Committee and Student Disciplinary Group.
• Develop action plans and administer department’s budget and update policies and procedures based on agreed timelines.
• Maintain good working relations in the team through regular communications and performance reviews and ensure that assessments are conducted in a thorough and objective manner.
• Perform other duties as assigned by supervisor.

Job Requirements

• Degree holder with minimum 5 years of relevant working experience, including 3 years
at managerial level
• Mature, meticulous and possess a high level of discretion and integrity
• Strong customer relations management experience, (call centre management experience will be a definite advantage)
• Friendly disposition with a strong customer service mindset
• Event management experience
• Resourceful team player, yet able to work independently and displays initiative
• Creative in providing ideas and solutions and able to multitask in a fast-paced environment
• Excellent communication and interpersonal skills
• Familiar with the use of digital media platforms as channels of communication
• Proficient in Microsoft Office applications
 

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