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).
Purpose The 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.
Responsibilities The 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 graduationIn conjunction with the Associate Vice President (Operations), develop and implement intervention and progression strategies, policies and standardised operating proceduresProvide authoritative decision making on matters pertaining to: payment extensions, course break, deferment of studies, enrolment extension requests, completions and withdrawalsDevelop and in implement intervention plans and procedures for students at riskCreate/update all documentation pertaining to business processes and standardised operations proceduresManage and issue student transcripts, testamurs, breaks, enrolment and other administrative lettersConduct student interviews to discuss general student wellbeing, attendance issues, academic monitoring programs (MAP), and non-academic issuesManage the activities and functions of the Student Support Services team to ensure that tasks and responsibilities are successfully achievedParticipate in the development and implementation of KOI's retention strategy and student engagementAssess/review /recommend Confirmation of Enrolment (COE) variation i.e. deferment of studies, COE extension, COE duration reduction.Issue letter/response/communication to students, Academic and KOI general staff for relevant issues and concernAs required: membership in KOI Committees e.g., Student Engagement CommitteeOversee graduation and manage completionConduct enrolment and orientation planning and wash-up meeting and ensure that continuous improvement feedback is considered, evaluated, and implemented when applicableDevelop, coordinate and implement internships program that will support improved student retention and student development. Liaise with external stakeholders, conduct information session, review reports and provide tracking reports as requiredAddress student enquiries and concerns related to internships, offering guidance and supportFacilitate the internships placement process, including communicating with students and host organisationsReview and validate students' employment and internship documents, such as contacts, position descriptions, and pay slips when applicableMaintain accurate records of students' internship-related documents and track their completionConduct regular, systematic and timely review of the effectiveness of the internships program and identify areas for improvementParticipate 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)Essential Selection Criteria A minimum of three (3) years' experience in a similar position at other higher education and/or tertiary education providersExperience working with international studentsExperience in leading a team in a high volume, fast-paced student support services environmentDesirable Experience with administration in the higher education sector and/or a tertiary education environment The successful candidate MUST: Reside in Sydney, NSWHave 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.
Only shortlisted candidates will be contacted.
No agencies please.