Student Success Team Leader (Internal Applications Only)

Role: Student Success Team Leader (Internal Applications Only)

Location: Bangalore

Job type: Full time, permanent- hybrid

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst thriving personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023) – recognition of the respect, trust and appreciation that drive our culture every day.

As a Student Success Team Leader, this is what you’ll be doing:

Student Success Team Leader should be a dynamic and responsible leader who actively assists in all operational aspects of the Student Success UK & Europe team. S/he must be innovative, engaging and should demonstrate a clear capability to communicate with the team to ensure they deliver excellent, high quality customer service which results in students receiving extraordinary experiences throughout the enquiry, application and offer processes.

Role responsibilities

• Support the Manager to ensure Service Level Agreements are met and all account activity is completed for the designated accounts


• Actively contribute to the strategic, operational, and resource planning of the team to increase and improve productivity and efficiency


• Identify problem areas within the team and develop action plans to address them to ensure performance goals are achieved


• Collate, compile, and produce Daily Queue Summary reports and weekly productivity summaries


• Track the team’s Key Performance Indicators (KPIs)


• Monitor and track team performance by providing monthly KPI feedback to each team member


• Manage performance and line management of direct reports, including conducting annual appraisals and regular performance management conversations


• Address underperformance through clear improvement plans, ongoing support, and documented check-ins


• Oversee onboarding sessions for new hires and support their smooth induction into the team and company


• Plan and deliver training and development sessions to ensure the team is up to date with relevant skills and knowledge


• Participate in and moderate account meetings where necessary


• Liaise with Account Managers, key internal stakeholders, and the Student Success Management Team across different offices to ensure effective client service delivery


• Build and maintain effective relationships with external stakeholders and client representatives to support ongoing service excellence


• Contribute to and support the coordination of client operations activities, ensuring alignment between client expectations and service delivery


• Support new client onboarding by coordinating with relevant internal teams, setting up processes, and ensuring a smooth transition into service delivery


• Participate in onboarding meetings with clients to clarify service scope, timelines, and expectations


• Translate texts and templates from other languages into English where required, and conduct quality checks on translations completed by the team (if possessing relevant language proficiency)


• Complete any other ad hoc tasks as assigned by the Managers and/or Head of Student Success Global SS Leadership Team.
  

Key skills and experience

To excel in this role, you should possess:

• Bachelor’s Degree, Diploma or equivalent


• Between 1-2 years’ experience as a Student Recruitment Specialist or more than 2 years’ experience in the customer service/higher education industry


• Communication skills – Strong proficiency in English, both written & spoken, is a must


• Computer/technical literacy – Must have sound knowledge across the suite of Microsoft Office applications: Microsoft Excel, Outlook, Word, PowerPoint


• Multilingual abilities (Chinese, Hindi, other Asian/European languages) will be an added advantage


• Strong knowledge of the customer service/higher education industries and experience in a supervisory role will be a plus

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

As standard you will have: 

• Competitive base salary  


• Access to an annual bonus scheme (for qualifying roles only) 


• 21 days annual leave – increasing to 23 days after 5 years’ service + 8 days casual leave 


• 14 days holiday for the year 2025 


• Enhanced maternity and paternity leave  


• Access to Provident Fund and Pension Fund Scheme  


• Group Medical Insurance 


• A vibrant social environment and multicultural and multinational culture 

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation


• A focus on welfare which is led by our global wellness team, with mental health first aiders globally


• EAP (Employee Assistance Program) Service - dedicated services for enhanced EAP and comprehensive wellness with 24/7 helpline available through Truworth Wellness 
  


• Access to a variety of diversity and inclusion initiatives and groups


• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual personal development event


• Support for volunteering and study leave


• Free subscription to LinkedIn learning – with over 5,000 courses and programmes at your fingertips


• Options to join our outstanding global Mentorship programme
  

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.