Manager: Student Relations

Direct Reporting Line:
Director of Student Experience

Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).

The IIE Varsity College, National Office has a vacancy for a Manager: Student Relations.

Duties and Responsibilities:

Strategic Alignment of Service levels

• Develops and executes a comprehensive student relations strategy that aligns with the institution's goals and objectives.
• Conducts best practice surveys to improve student query and service delivery experiences in which information is gathered analysed and assessed.
• Develops service level agreement standards and best practice guidelines for the institution.
• By means of trend research and root cause analysis ensures service failures are permanently corrected
• Based on the analysis gathered, designs specific practices to ensure the improvement of the student experience.
• Using a broad-base of knowledge and expertise in student journey touchpoints, guide and oversee institution-wide service delivery model that have been proven effective in similar settings.
• Reviews the Student Relations workforce capacity and responsibilities against qualitative and quantitative outputs.
• Build relationships with internal and external stakeholders to build awareness of the student relations engagement opportunities.
• Leads the institution in the achievement of set service delivery objectives.
• Continuously assess how the institution and its departments work together to deliver a seamless student experience.
• Works in partnership with HR to ensure all staff are skilled, trained and developed to enable them to deliver high quality service and support.

Operational Leadership and Support

• Ensure that all staff are familiar with the student journey and the expectations at each point.
• In association with the Director of Student Experience review the student relations and customer service experience gaps and provide recommendations on strategies to improve customer experience, engagement and success in their respective portfolio.
• Develops, implements and maintains omnichannel touchpoints to effectively balance the use of technology with human engagement to improve customer effort service delivery.
• Measure, analyse and reviews customer care platforms and entry points of concerns.
• Ensures information sharing and open channels of communication between the institution and students.
• Provide measurable performance and development feedback on service interventions and strategies in accordance with their respective portfolios.
• Support, coach and mentor the Student Relations team to ensure student operational, student support and student engagement activities are equitable, inclusive, and fit for purpose.
• Develops, implements and maintains query resolution systems and platforms against the campus and institution requirements.
• Drives high adoption rates in student behavior to engage with the student relations teams.
• Maintain good relationships to ensure student queries are dealt with fairly and efficiently.
• Upskills, trains, and empowers key and senior staff on the relevant features and functionalities of omnichannel platforms against their specific business needs.
• Upskills, trains, and empowers the student relations team to effectively resolve simple and complex student queries across multiple touchpoints
• Provides guidance, expertise, and management on matters related to the student code of conduct, student rights and responsibilities, the process of adjudication, and alternative dispute resolution.
• In collaboration with the Project Manager identify, develop, and implement just-in-time communication for students
• Identifies, develops and implements information session touchpoints to address students in class and or virtually on policies and procedures that impact student success
• In collaboration with the campus and national teams support during the annual registration cycle and academic operational functions.
• Ensures student support offerings uphold the institution's commitments to equality, diversity and inclusion.
• Support the Directorate of Student Experience on interdisciplinary and transdisciplinary projects, events and activities.

Impact Reporting and Governance

• Ensures the Student Relations teams are represented on student leadership committees and forums.
• Ensures Student Relations teams are updated on policy, procedure and projects that impact and govern student life and success.
• Drives quality assurance and consistent delivery of related policies, processes and procedures across the student relations teams in the institution.
• Monitors and reports agent performance against service level agreements to the respective supervisors and managers.
• Monitoring and reporting of monthly campus query trends, resolution and service levels.
• Identifies and reports on the impact of omnichannel projects and processes as they relate to customer effort scores.

Skills required:

• Attention to detail
• Excellent communication and interpersonal skills
• Collaboration and problem-solving skills
• Strong people and project management abilities
• Ability to work with multiple and diverse stakeholders

Minimum Qualification Requirement:

• Postgraduate Diploma/Bachelor Honours Degree (NQF level 8) in an appropriate field

Ideal Qualification Requirement:

• Masters (NQF level 9)

Minimum Experience Requirements:

• 5 years cross-functional management experience within the higher-education sector
• 5 years customer experience, service management experience
• 5 years student support experience within higher-education sector
• 5 years student operational experience within the higher-education sector
• Knowledge and understanding of the South African Higher Education policies, procedures and the regulatory environment and framework
• Superb communication skills with the ability to communicate to a variety of audiences
• Demonstrated negotiation and conflict management skills.

Ideal Experience Requirements:

• 10 years cross-functional management experience within higher-education sector
• 10 years customer experience, service management experience
• 10 years student support experience within higher-education sector
• 10 years student operational experience within the higher-education sector
• Demonstrated effectiveness in working with a diverse student body, faculties, staff, other college/university constituents, and external organisations.
• Demonstrated sensitivity, imagination, and effectiveness in responding to challenging and diverse academic, socioeconomic, cultural, and demographic student, and community issues.

Additional Requirements :

• Valid SA Drivers License
• Own Vehicle

Salary:

• Competitive salary commensurate with experience.

Benefits:

• Lifelong learning opportunities through LinkedIn Learning subscriptions.
• Staff and family discounts on educational programs within our brand portfolio.
• Incentive bonus structure based on performance and achievement of goals.
• Provident fund contributions, including Death & Funeral Cover, to support your financial well-being and future planning.
• Birthday vouchers to celebrate your special day.
• Competitive annual leave allowance for well-deserved time off and rejuvenation.

Application Response:

• Due to the high volume of CVs received, please note that personal contact with all applicants may not be feasible. Only candidates whose qualifications and skills closely align with the position requirements will be contacted for interviews

Technical Support:

• Should you experience technical difficulties applying for the position, kindly use the following URL for further assistance : https://hire.simplify.hr/ContactUs

The IIE Varsity College, IIE Vega and IIE MSA are an Equal Opportunity Employer. However, preference may be given to previously underrepresented groups in accordance with the South African Employment Equity Act. The company reserves the right to close or place the vacancy on hold at any time, without prior notice.