Student Services Team Lead

Working Practices: Hybrid | Mondays and Thursday in office and remaining days remote

Contract Type: Permanent

Working Hours: 07H00 - 15H30 SAST

Reports to: Associate Manager, Student Support

Role Summary

The Student Services Team Lead will be responsible for the Student Services Team who manage student life cycle activities from Admission to Graduation. The Team has a significant role in maintaining student data for both the company and the University, using newly implemented student management systems which require further development.

Key Responsibilities

People management and leadership

• Lead, develop and motivate a student focused team so that they thrive in a high performance, values based and student-centric environment
• Maximise employee engagement
• Develop a high level of team capacity and skills in an evolving environment
• Provide regular feedback and support to individual team members by assisting team members to develop and achieve personal and organisational goals
• Build team capacity via weekly briefing meetings and identify opportunities for processes to be improved
• Identify and implement training and development opportunities for the team
• Meet resourcing and budget requirements by utilising operational peaks and troughs and smart use of people skills

Operational Effectiveness

• Develop effective administrative systems and processes that lead the Student Administration team to continually improve services
• Liaise effectively with other SOL teams and Swinburne Student Operations to maximise the student experience
• Develop and prepare accurate and appropriate metrics and reports related to meeting service level agreements
• Oversee the appropriate resourcing of the team during peak/trough workload periods
• Develop resources, services and interventions that will provide excellent support for students
• Develop more effective processes which support academic functions

What does success look like?

• A high-level of student satisfaction, success and engagement as evidenced through student satisfaction surveys

• Overall effectiveness of day-to-day operations as well as ensuring long term goal getting for the team is achievable and aligned with the business objectives

• The ability to identify and report on issues affecting students and the capacity to propose strategies that will help to resolve them

• Ability to actively demonstrate the Company’s values.

Requirements

• Extensive experience and demonstrated ability to lead, support and provide feedback to enhance and develop a team in an evolving environment

• A demonstrated commitment to exemplary customer service principles and the ability to be flexible and responsive to customer needs

• Demonstrated ability to positively contribute to the development of a culture that maximises employee and student engagement

• Excellent interpersonal communication skills to facilitate the provision of advice and support required by both staff and students

• Excellent written communication skills and an eye for detail

• Experience in an administrative role which required coordination of a range of functions and provision of advice about, and interpretation of, policies and procedures, preferably in a tertiary education institution

• Evidence of being a hands-on self-starter with a solution-focused attitude to problem solving

• Demonstrated high-level computer literacy including the use of e-mail, word processing, spreadsheet, and database applications and the demonstrated capacity to learn new programs

• Completion of a degree with subsequent relevant work experience or an equivalent combination or relevant experience and/or education and training

Benefits

These are some of the perks you can expect when you join the team:

• Employee Assistance Program (EAP)

• Medical allowance

• Commute allowance

• Flexible work for genuine career-life fit

• A healthy and supportive company culture

• Generous annual leave

• Paid maternity and paternity benefits

• Study leave

• Professional development and mentoring

• Construct Culture Club events

• Company funded lunch and drinks every 8 weeks

*Policy T&Cs apply for certain benefits