Student Services Manager

The Student Services Manager plays a pivotal role in shaping and enhancing the student journey by overseeing a wide range of support services and programs that foster academic success, personal growth, and meaningful engagement. This leadership position involves managing a dynamic team of student services professionals, working collaboratively with faculty and administrative staff, and liaising with external partners to ensure an exceptional student experience.

The role requires a proactive and strategic approach to developing initiatives that address student needs, improve retention and graduation outcomes, and promote overall well-being. The Student Services Manager also serves as a key advisor to students, offering guidance on academic, personal, and professional challenges, while ensuring that all interactions and programs align with institutional goals and regulatory compliance.

This position combines strategic oversight with hands-on involvement, requiring strong leadership, excellent communication skills, and a deep commitment to supporting students in achieving their full potential.

**Key Responsibilities**

**Overall**:

- Provide strategic oversight of the student experience at the school to support student growth, including training and, when necessary, restructuring the team.
- Manage the Student Experience (SXC) team, focusing on individual career development and implementing standard operating procedures (SOPs) and relevant protocols.
- Oversee the daily operations of the student experience department, including:

- Supporting classroom setup.
- Facilitating collaboration between lecturers, students, education consultants, and the Academic Board.
- Develop and implement strategies to improve student retention and graduation rates.
- Collaborate with faculty, staff, and external partners to align student support services with institutional goals.
- Manage department budgets and allocate resources effectively.

**Student Advising & Support**:

- Develop processes to provide guidance and support to students in areas such as schedule planning, academic advising, and onboarding.
- Ensure student concerns and grievances are addressed and resolved promptly and effectively.
- Monitor student progress, identify at-risk students, and implement intervention strategies as needed.

**Lecturer Support**:

- Oversee lecturer allocation and coordinate module scheduling.
- Develop processes to enable the SXC team to effectively support lecturers.
- Create and implement onboarding training for lecturers.

**Team Leadership**:

- Supervise and mentor the Student Experience team.
- Identify competency gaps and create structured training plans for professional development.
- Conduct annual performance evaluations and quarterly check-ins.
- Ensure staff adherence to institutional policies and procedures.

**Policy and Compliance**:

- Ensure compliance with regulatory requirements, including SSG regulations, student rights, data privacy (e.g., PDPA), and other legal standards.
- Maintain accurate records of student interactions, services provided, and outcomes achieved.

**Student Engagement**:

- Develop and coordinate student events, workshops, and activities to enhance student engagement and the overall student experience.
- Promote awareness of available student support services through effective communication and marketing strategies.

**Academic Programme Support**:

- Collaborate with the Academic Board and relevant stakeholders to communicate updates or changes to academic programs.
- Effectively inform the student body about academic changes, school policies, and events.Serve as the PIC for the annual student graduation event.

**Required Qualifications**:

- Bachelor’s degree in education, counseling, student affairs, or a related field.
- 5+ years of experience in student services, higher education administration, or a related area.
- Demonstrated leadership and management experience.
- Knowledge of student development theories and best practices in student affairs.
- Strong interpersonal, communication, and problem-solving skills.
- Familiarity with regulations such as PDPA, student management system and google classrooms.

**Skills and Competencies**
- Exceptional organisational abilities, with a strong aptitude for developing and refining processes to enhance efficiency and effectiveness.
- Proven leadership skills, including the ability to inspire, guide, and mentor teams toward achieving shared goals.
- A strong commitment to student success and wellbeing, demonstrated through proactive support and the creation of student-centred initiatives.
- Ability to work effectively both independently and collaboratively within a multidisciplinary team.
- Excellent analytical skills to assess, evaluate, and continuously improve service delivery and operational processes.