JOB DESCRIPTION
Work options: Hybrid
Hybrid Work Environment: In-office once per week, Tuesdays and Thursdays are the most popular days (222 Lonsdale Street, Melbourne)
Full-Time position
RMIT Online is looking for a dynamic and passionate Team Leader, Student Success to join our team in an ongoing role. Reporting to the Manager Student Success , you'll lead and support a talented team of 7 who are dedicated to helping over 20,000 online students reach their study goals. This role is critical in ensuring KPIs and SLA targets are met while delivering timely and effective retention interventions.
Who is RMIT Online? We're all about delivering world-class digital learning experiences, with a strong focus on the future of work. Our passionate and nimble team is dedicated to creating a community of lifelong learners who thrive in their careers. Collaborating with industry leaders and experts, we offer top-tier online education using the latest digital tools and technologies—and have fun along the way.
What will you do? Lead the day-to-day : You'll oversee a high-performing team of 7 Student Success Advisors, ensuring they deliver an exceptional student experience across multiple channels and diverse student cohorts. Student-focused interventions : Coordinate and deliver retention interventions, ensuring students receive support at the right moments to achieve their study outcomes. Team development : Coach and mentor your team, fostering a collaborative and high-performing culture. You'll ensure a safe and supportive work environment where team members feel empowered to succeed. Stakeholder collaboration : Build strong relationships with internal and external stakeholders to continually improve the student experience and drive retention across RMIT Online. Innovate and enhance : Leverage data, analytics, and automation to drive process improvements that enhance personalization and efficiency in supporting students. Proven experience leading teams to deliver outstanding student/customer experiences in a high-volume, multi-channel environment. Expertise in coaching and developing a high-performing team while maintaining a safe and supportive work environment. Strong relationship-building skills, with the ability to engage effectively with stakeholders across the business. A knack for process enhancement, especially through personalization, data-driven insights, and automation, to help students meet their study goals. Confidence in handling difficult conversations and managing complaints effectively. Why this role rocks: This is a fantastic opportunity to immerse yourself in all areas of the business, gaining invaluable experience in the higher education landscape. Your role will touch on every aspect of the student journey, making you a key player in cross-team initiatives and strategic discussions.
Your Week at a Glance: Start your mornings with team stand-ups, ensuring all priorities are aligned and inbound SLA targets are met. Coordinate across portfolios and tasks to ensure timely delivery of retention interventions. Support your team with escalations and collaborate on cross-functional initiatives. Use your eye for process improvement to suggest and implement new strategies for enhancing student success. Sound like you? Here's how to apply! Some might think cover letters are outdated, but we see them as a great way to get to know you better aside from your CV and they serve as a great test for attention to detail – a critical skill in this role. So, tell us:
Why you want to join RMIT Online and the Superpowers you can bring with you What is your experience managing teams and how they would describe your management style What is your favourite knock-knock joke! RMIT is an equal opportunity employer committed to being a child-safe organization. We are dedicated to attracting, retaining, and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, or age. We strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
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