Executive, Student Services

COMPANY DESCRIPTION

Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).

Kaplan has welcomed students from over 60 countries and regions. As a Lifelong Integrated Learning Partner, we offer close to 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 114,000 graduates^.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values - Opportunity, Knowledge, Support, Integrity and Results - help guide the way we work.

At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of Singapore's Best Employers for 2023. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.

We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us!

*Based on full-time and part-time study modes across programmes offered at Kaplan.

^Total Diploma and Degree graduates from Kaplan from 2007 to 2025.

RESPONSIBILITIES

THE ROLE: Senior Executive / Executive, Student Services

This role plays a crucial role in supporting and guiding students throughout their academic journey. Key responsibilities include facilitating welcome orientations, addressing student inquiries, and ensuring clear communication of programme details and academic requirements. Additionally, the role provides support for both academic and non-academic interventions, monitoring student satisfaction through surveys, and ensuring adherence to regulatory compliance standards.

This role also manages the operations of assigned programme portfolio(s) by scheduling timetables, coordinating on course materials, and overseeing student enrolment and data management. The role involves monitoring students' class and self-study attendance, preparing reports for management, and addressing administrative matters in collaboration with stakeholders.

Key Responsibilities:

Onboarding & Support Services:

• Welcome Orientation and Induction: Lead the planning and execution of orientation and induction sessions to welcome new students, providing them with essential information and resources for their academic journey.
• Student Engagement: Draft programme updates, send notifications via K360 app, respond to email enquiries, phone calls, walk in enquiries, class visits, prepare and issue Letter of Verification.
• Attendance Monitoring, Intervention, and Leave Application: Monitor student attendance and intervene when necessary. Process leave applications and ensure students follow the appropriate procedures for absences.
• Re-module, Course Transfer, Withdrawal, Deferment, Resumption, Extension: Assist students with re-modules, course transfers, withdrawal requests, deferment applications, resumption processes, and extensions and manage inactive students.
• Refund: Process and manage refund requests from students.
• Student Conduct (Non-academic and Academic): Monitor and address issues related to both academic and non-academic student conduct, ensuring compliance with institutional standards and providing guidance when needed.
• Student Complaints and Feedback: Act as a point of contact for student complaints and feedback, ensuring timely resolution and contributing to improvements in student services.
• Academic Intervention Coordination: Coordinate academic interventions for students requiring additional support, collaborating with the academic department to ensure effective solutions.
• Student Financials: Liaise with Finance on payment checking/verification for enrolment (for on-going students). Assist Student Financial Services (SFS) to liaise with students with outstanding fees, needy plan requests and withhold results/parchment release as requested by SFS.
• Student's Pass Monitoring: Manage Student's Pass cancellation and renewal for students.
• Student Surveys: Schedule and notify students of student surveys, ensuring student voices are heard.
• Professional Body Support: Provide support and maintain effective communication with professional bodies to ensure students have access to the necessary resources and opportunities.
• Assessment Appeal: Handle appeals related to assessments, ensuring fair and transparent processes.
• Transcript and Certificate Management: Manage the process of issuing transcripts and certificates to students, ensuring accurate and timely delivery.

Course Planning and Administration:

• Course Planning: Project class sizes, plan timetables, set up course details in KSS, Navision and LMS (where applicable), book classrooms, and manage course materials and teaching resources effectively.
• Enrolment and Student Status Update: Oversee students' module enrolment process, regularly update student status and ensure accurate student data management in KSS.
• Student Class Attendance Monitoring: Track and monitor student attendance for both in-class and self-study sessions. Ensure interventions, if any, are completed in a timely manner.
• Student Administrative Changes: Manage processes related to student remodules, course transfers, withdrawals, deferments, resumptions, extensions, and handling of inactive students.
• Refund and Credit Note Management: Administer the processing of student refunds and issuance of credit notes.
• Student Conduct (Non-academic and Academic): Do filing of all closed student conduct cases.
• Academic Intervention Coordination: Identify students who did not meet academic progression requirements and track students' attendance and results.
• Student Financials: Provide and verify class lists for students/partner's billing. Raise credit notes as requested by Finance or Student Financial Services.
• Student's Pass: Input and update necessary data for Student's Pass cancellations and renewals.
• Exam, Assignment and Test Coordination Prepare and provide student lists for supplementary and deferred assessments for Exam Office.
• Transcript and Certificate Management: Prepare graduate lists for Finance's clearance, pack transcripts and certificates and liaise with Materials Distribution Centre.
• Graduation Ceremony: Coordinate logistics for seating arrangements and onsite registration.
• Data Reporting: Prepare and submit regular data and performance reports as required by management or the authorities.

Others

• Undertake specific projects as required by the Line Manager.

Academic & Professional Qualification:

• Minimum Diploma in any discipline

Work Experience:

• Preferably 1 year of work experience in customer services within the education sector

Generic Competencies:

• Analysis
• Communication
• Change Agent
• Problem Solving and Execution

Technical Competencies:

• Customer Service Skills
• Email Management and Follow-Up Skills
• Presentation Skills
• Planning & Organisation Skills
• Data Management Skills
• Navision
• Professional Body Portal
• Familiar with SSG Requirements and ICA regulations
• Negotiation Skills
• Time Management Skills

Language Proficiency:

• English - Spoken, Written
• Mandarin - Spoken, Written (Preferred due to nature of job where communication with Chinese students and parents are required)

Software Skills:

• Microsoft Applications (Word, Excel, PowerPoint, Teams etc.)
• OneDrive, SharePoint
• AI tools (e.g., ChatGPT)

• Working Hours: Monday to Friday, 9am to 6pm.
• Work Arrangements: Onsite
• Location: Wilkie Edge