Senior Manager, Student Services

WORK SCOPE AND DUTIES

1. Position Summary

The Senior Manager, Student Services is responsible for leading theStudent Services Department and overseeing the delivery of student servicesthroughout the entire student lifecycle, from admission to programme completionand graduation.

The role is responsible for ensuring operational excellence, regulatorycompliance, service quality, effective student support, and cross-functionalcollaboration. The successful candidate will lead the department, oversee dailyoperations, manage complex student matters, drive continuous processimprovement, and contribute to the institution’s strategic objectives.

2. Career Development

This position is part of the institution’s leadership development andsuccession planning framework. Subject to successful completion of probation,demonstrated leadership capability, satisfactory performance, andorganisational requirements, the employee may be considered for appointment as StudentServices Director.

3. Key Responsibilities

A. Department Leadership &Operations

• Lead and manage the overall operations of the Student Services Department.
• Supervise, coach, mentor, and develop the Student Services team to maintain high service standards and operational excellence.
• Conduct staff performance reviews, provide regular feedback, and support team development.
• Monitor departmental KPIs, workload, service quality, and operational performance.
• Plan departmental resources and support budget planning to ensure efficient operations.
• Drive continuous improvement initiatives to enhance productivity, service quality, compliance, and operational efficiency.
• Review and approve operational matters within delegated authority and escalate strategic or high-risk matters to Management where necessary.

B. Student Lifecycle Management

Lead and oversee the complete student lifecycle, including:

• Admissions and enrolment
• Student Pass administration
• Pre-arrival arrangements
• Student onboarding
• Student records management
• Attendance monitoring
• Student engagement
• Industry Attachment / OJT
• Programme completion and graduation

Ensure all student lifecycle processes are delivered efficiently,accurately, and in compliance with institutional policies and regulatoryrequirements.

C. Admissions, Student Administration& Compliance

• Oversee the end-to-end admissions process from application to confirmed enrolment.
• Ensure proper administration of Letters of Offer, student contracts, enrolment documentation, and student records.
• Oversee Student Pass applications via ICA SOLAR and ensure compliance with ICA requirements.
• Ensure proper management of student information within the Student Management System (SMS) and Student Portal.
• Work closely with Finance to verify fee payment status and ensure compliance with Fee Protection Scheme (FPS) requirements.
• Ensure departmental compliance with EduTrust, ICA, SSG/SWDA, FPS, internal policies, and other regulatory requirements.
• Maintain accurate, complete, and audit-ready documentation at all times.

D. Student Services & CaseManagement

Oversee student services operations and manage complex student-relatedmatters, including:

• Attendance monitoring and intervention
• Student disciplinary matters
• Student complaints and appeals
• Refunds and deferments
• Student welfare and support
• Escalated operational and student service cases

Ensure all cases are handled professionally, consistently, fairly, and inaccordance with institutional policies and regulatory requirements.

E. Stakeholder & Cross-functionalCollaboration

• Collaborate closely with Academic, Finance, Recruitment, Marketing, Human Resources, Quality Assurance, and other departments to ensure seamless coordination throughout the student lifecycle.
• Build and maintain effective relationships with students, parents, agents, industry partners, and relevant government authorities.
• Represent the Student Services Department in meetings with regulatory authorities, external partners, agents, and other stakeholders where required.

F. Industry Attachment & StudentDevelopment

• Oversee Industry Attachment (IA), internship, and On-the-Job Training (OJT) programmes.
• Coordinate with employers and industry partners regarding student placements and progress.
• Support student engagement initiatives, career development programmes, institutional events, and alumni activities.

G. Reporting, Planning &Continuous Improvement

• Prepare weekly, monthly, quarterly, and annual operational reports for Management.
• Analyse operational data and provide recommendations to improve service delivery, operational efficiency, compliance, and student experience.
• Review and enhance departmental SOPs, workflows, documentation standards, and service processes.
• Identify operational risks, compliance gaps, and opportunities for continuous improvement.
• Support institutional planning, enrolment forecasting, resource planning, and strategic initiatives.

H. Audit, Governance & RiskManagement

• Ensure all departmental documentation is accurate, properly maintained, and complies with internal and regulatory requirements.
• Support internal audits, EduTrust assessments, regulatory inspections, and compliance reviews.
• Maintain proper document control, version management, and record retention practices.
• Ensure the department remains audit-ready at all times.

Other Duties

The duties listed above are not exhaustive and may be reasonably variedor amended from time to time to meet operational requirements. The employee mayalso be required to undertake such additional duties and responsibilities asmay reasonably be assigned by the Company.

3. Qualifications & Experience

• Bachelor’s Degree in Business, Education, Management, or a related discipline.
• Minimum 3 years of relevant experience in Student Services, Student Administration, Higher Education, or Private Education Institutions.
• At least 2 years of supervisory or people management experience.
• Experience working in an EduTrust-certified institution or familiarity with ICA, EduTrust, Fee Protection Scheme (FPS), and SSG/SWDA requirements will be an advantage.

4. Competencies

The successful candidate should demonstrate:

• Strong leadership, people management, and team development skills.
• Excellent verbal and written communication skills in English, with proficiency in spoken Mandarin to liaise with Mandarin-speaking students, parents, agents, and stakeholders.
• Strong interpersonal, stakeholder management, and cross-functional collaboration skills.
• Sound judgement and decision-making ability in handling complex, sensitive, or urgent matters.
• Proactive, service-oriented, adaptable, and committed to continuous improvement.