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