
Student Experience Manager
4 days ago
We are seeking a highly skilled and motivated individual to fill the role of Student Experience Manager. This is an exciting opportunity for someone who is passionate about delivering exceptional student services and making a positive impact on our students' academic journey.
About the Role:The Student Experience Manager will be responsible for addressing student inquiries, communicating programme details and academic requirements, providing support for both academic and non-academic interventions, and monitoring student satisfaction through surveys. They will also draft programme updates, send notifications via various channels, respond to email enquiries, phone calls, walk-in enquiries, class visits, and prepare and issue Letter of Verification.
Key Responsibilities:- Student Engagement: The ideal candidate will have excellent communication skills and be able to engage with students effectively, ensuring they receive timely and accurate information about their programmes and requirements.
- Attendance Monitoring, Intervention, and Leave Application: They will 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: The successful candidate will 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): They will 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: The Student Experience Manager will coordinate academic interventions for students requiring additional support, collaborating with the academic department to ensure effective solutions.
- Student's Pass Monitoring: They will manage Student's Pass cancellation and renewal for students.
- Assessment Appeal: The ideal candidate will handle appeals related to assessments, ensuring fair and transparent processes.
- Transcript and Certificate Management: They will 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.
- Minimum Diploma in any discipline
- Preferably 1 year of work experience in customer services within the education sector or fresh graduates are welcomed to apply
- 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
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