Executive, Student Services

COMPANY DESCRIPTION
Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).

Kaplan has welcomed students from over 55 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 100,000 graduates^.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values Opportunity, Knowledge, Support, Integrity and Results help guide the way we work.

At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of **Singapore's Best Employers for 2023**. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.

We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us
- _Based on full-time and part-time study modes across programmes offered at Kaplan._
- ^Total Diploma and Degree graduates from Kaplan from 2007 to 2023._

DESIGNATION : Executive, Student Services

RESPONSIBILITIES
**THE ROLE: Executive, Student 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.

This role also manages the operations of assigned programme portfolio(s) by coordinating on course materials and overseeing student enrolment and data management. The role involves monitoring students' class and self-study attendance, preparing reports for management, and addressing administrative matters in collaboration with stakeholders.

**Key Roles and Responsibilities**:
Onboarding & Support Services:

- **Refund**: Process and manage refund requests from 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.
- **Student Surveys**: Schedule and notify students of student surveys, ensuring student voices are heard.

Course Planning and Administration:

- **Enrolment and Student Status Update**: Oversee students' module enrolment process, regularly update student status and ensure accurate student data management in KSS.
- **Student Class Attendance Monitoring**: Track and monitor student attendance for both in-class and self-study sessions. Ensure interventions, if any, are completed in a timely manner.
- **Student Administrative Changes**: Manage processes related to student remodules, course transfers, withdrawals, deferments, resumptions, extensions, and handling of inactive students.
- **Refund and Credit Note Management**: Administer the processing of student refunds and issuance of credit notes.
- **Student Conduct (Non-academic and Academic)**: Do filing of all closed student conduct cases.
- **Academic Intervention Coordination**: Identify students who did not meet academic progression requirements and track students' attendance and results.
- **Student's Pass**: Input and update necessary data for Student's Pass cancellations and renewals.
- **Data Reporting**: Prepare and submit regular data and performance reports as required by management or the authorities.

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**:

- Analysis
- Communication
- Change Agent
- Problem Solving and Execution

**Technical Competencies**:

- Customer Service Skills
- Presentation Skills
- Planning & Organisation Skills
- Data Management Skills
- Navision
- Professional Body Port