Academic Support Manager

2 days ago
Durban, South Africa Mancosa Full-time

Introduction

MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available: Academic Support Manager - Durban

Duties & Responsibilities

About the Role


We are looking for an experienced, student-centred Academic Support Manager to lead our Academic Support team. Reporting to Academic Managers, you will drive the seamless delivery of the online student learning journey, oversee a team of Academic Support Coordinators, and take ownership of two of the most critical drivers of student success at MANCOSA: proactive Student At-Risk management and Student Readiness, Induction and Onboarding. You will be a central connector between School Managers, Academic Programme Leaders, Academics and functional departments, ensuring students are supported, engaged and set up to succeed from day one.

Key Responsibilities


Team Leadership & Operations

•        Lead, coach and evaluate a team of Academic Support Coordinators.

•        Manage rosters and coverage across omnichannel platforms (e.g. HubSpot, OneStream) and walk-in consultations.

•        Drive training and adherence to standard operating procedures for the Online Student Learning Journey (OSLJ).

Student At-Risk Management

•        Proactively monitor low-, medium- and high-risk students and drive timely, documented interventions in line with the Student At-Risk Policy and Plan.

•        Partner with Academic Managers, School Managers and Academic Programme Leaders on intervention plans, escalations and referrals.

•        Report on at-risk trends and outcomes to inform institutional improvement.

Student Readiness, Induction & Onboarding

•        Oversee delivery of pre-induction communication, institutional and School/Programme orientation, and readiness checklists across all intakes.

•        Ensure non-completers and students with unresolved readiness concerns are identified and referred for support.

•        Support intake review and close-off, feeding lessons learned into future onboarding cycles.

Quality, Compliance & Reporting

•        Oversee quality assurance of digital academic content and recorded webinars.

•        Ensure compliance with POPIA and relevant regulatory and quality frameworks.

•        Generate management reports and analytics for the Academic Directorate and institutional committees.

•        Technical approval of online readiness, as part of quality assurance for every intake

 


Desired Experience & Qualification

QUALIFICATION


•        A relevant Master’s degree 

ESSENTIAL


 

•        3 years' experience Management, online teaching, student support or academic administration in higher education or distance learning.

•        Proven experience leading or supervising a team.

•        Strong LMS administration, data analysis and reporting skills.

•        Excellent communication, conflict-resolution and time-management skills.

•        A genuine passion for student success and support.


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