Student Support Services Manager

2 weeks ago

Cape Town, South Africa The Student Hub Online Full time

The Student Hub is an education technology company that aims to create a learner-centric education system where every learner is equipped to discover and achieve their life purpose. We are looking for a proficient Student Support Manager that will guide and manage the overall provision of Student Administration. The Student Support Manager will be responsible for providing professional and quality service to prospective and existing students, including student admission, enrolment, student records and procurement fulfillment. He/she will coordinate and oversee the campus-based teams undertaking admission and enrolment duties as well as the head office-based team responsible for updating the student management system. This position reports to the Operations Manager.

**Duties/Responsibilities**:
**Management and Planning**
- Provide leadership for the management/planning of activities in Student Administration.
- Maintain accurate and auditable student records that comply with DHET, The College and The Student Hub policies.
- Ensure that TSH fulfils its regulatory requirements in relation to the admission, enrolment and registration of students.
- Assess eligibility for admission of all applicants and sending of applicants’ decisions
- Set, monitor and improve service standards for several activities (e.g. response rate to prospective student queries, admission processing time, registration etc.) and reports regularly to staff and other relevant parties.
- Plan and oversees system orientation/training
- Manage the student registration timetable and scheduling.
- Manage the ongoing development and maintenance and operation of the admission portal on the SMS.
- Plan and monitor the procurement, delivery, storage and distribution of all student learning material including textbooks, laptops, cellphones, sim-cards etc.
- Manage the relationship with the College implementation teams for effective and efficient implementation of Distance Learning.

**Departmental Reporting**
- Manage and coordinate statistical analysis on all student data related to student admission, enrolment, retention, and withdrawal to support a variety of our strategies.
- Ensure development and generation of reports and data extraction from the Student Management System.
- Assists other managers to derive insights from data such as Learning Managers, Project Managers and Portfolio Managers.
- Contribute to business analysis within the department and organisation as agreed with the Operations Manager.

**Staff Management and Development**
- Prepare the recruitment plan of student administration staff
- Recruit the student administration staff
- Oversee and manage the work of reporting Student Administration staff.
- Establish systems to ensure that all staff deliver a consistent service, which is friendly, efficient, helpful and responsive.
- Ensure staff remain motivated and incentivised accordingly by way of updating individual position descriptions to reflect agreed changes in responsibilities and incentives.
- Ensure that team members have a high level of business/client knowledge and understanding.

**Budgeting and Reporting**
- Develop and monitor quarterly Student Administration budgets.
- Provide management reports and updates to the Operations Manager and others as required.
- Provide debt collection reports as required by the Operations Manager and other relevant departments, together with recommendations for continuous improvement.

**Minimum Requirements**
- Relevant Bachelor's degree from an accredited institution.
- Minimum three years of professional work experience in student support services, admissions or related environment
- Excellent proficiency in English and at least one African language

**Professional Competencies**
- Strong customer service orientation.
- Excellent organizational, planning, communication, and strong analytical skills required.
- Proficiency with Microsoft Office Suite
- Ability to meet deadlines / deal with stress and thrive under pressure.
- Demonstrated ability to work independently as well as in a team environment.
- Ability to maintain confidentiality and professionalism at all times including understanding of regulations that guide interactions with students and colleagues.
- Proven ability to achieve goals and influence others
- Supervisory experience required as will have to provide leadership to a range of staff.
- Customer support background will be an added advantage
- Ability to multi-task effectively
- Reliable and focused approach
- Willingness to travel from time to time
- Ability to train staff and students on our systems
- Energetic and driven
- Innovative thinker / self-starter

**Salary**: R30,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Deadline: 2023/01/27

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