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