Student Support Services Manager (Higher Education)King's Own Institute (KOI) is a leading independent institute of higher education located in central Sydney and Newcastle, Australia. KOI offers high quality accredited diploma, undergraduate and postgraduate courses in Accounting, Business, Management, Information Technology (IT) and postgraduate courses in TESOL (Teaching English to Speakers of Other Languages).PurposeThe main purpose of the Student Support Services Manager position is to plan, implement, monitor, and review effective and efficient strategies for engaging students from enrolment through to graduation and beyond.ResponsibilitiesThe responsibilities include, but are not limited to:Answer escalated enquiries from current students, including guidance with attendance, assignment deadlines, trimester breaks, leave (medical, compassionate, medical certificates), timetable, academic and graduation.In conjunction with the Associate Vice President (Operations), develop and implement intervention and progression strategies, policies and standardised operating procedures.Provide authoritative decision making on matters pertaining to: payment extensions, course break, deferment of studies, enrolment extension requests, completions and withdrawals.Develop and implement intervention plans and procedures for students at risk.Create/update all documentation pertaining to business processes and standardised operations procedures.Manage and issue student transcripts, testamurs, breaks, enrolment and other administrative letters.Conduct student interviews to discuss general student wellbeing, attendance issues, academic monitoring programs (MAP), and non-academic issues.Manage the activities and functions of the Student Support Services team to ensure that tasks and responsibilities are successfully achieved.Participate in the development and implementation of KOI's retention strategy and student engagement.Assess/review/recommend Confirmation of Enrolment (COE) variation i.e. deferment of studies, COE extension, COE duration reduction.Issue letters/responses/communications to students, Academic and KOI general staff for relevant issues and concerns.Oversee graduation and manage completion.Conduct enrolment and orientation planning and wash-up meetings and ensure that continuous improvement feedback is considered, evaluated, and implemented when applicable.Develop, coordinate and implement internships program that will support improved student retention and student development. Liaise with external stakeholders, conduct information sessions, review reports and provide tracking reports as required.Address student enquiries and concerns related to internships, offering guidance and support.Facilitate the internships placement process, including communicating with students and host organisations.Review and validate students' employment and internship documents, such as contracts, position descriptions, and pay slips when applicable.Maintain accurate records of students' internship-related documents and track their completion.Conduct regular, systematic and timely review of the effectiveness of the internships program and identify areas for improvement.Participate in recommended development and training (including Cultural & Diversity Awareness, Compliance and TEQSA requirements).Undertake additional projects and duties as required by the Associate Vice President (Operations)/Vice President (Operations).Minimum Requirements:A minimum of three (3) years' experience in a similar position at other higher education and/or tertiary education providers.Experience working with international students.Experience in leading a team in a high volume, fast-paced student support services environment.Experience with administration in the higher education sector and/or a tertiary education environment.The successful candidate MUST:Reside in Sydney, NSW.Have unrestricted working rights.If this sounds like you and you are ready to take your career to the next level, please send through your CV and cover letter addressing the selection criteria to our HR Department by 9.00am Monday 30 September 2024.Only shortlisted candidates will be contacted.No agencies please.
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