Executive, Student Services - Part-Time

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: Executive, Student Services ()

This role plays a crucial role in supporting and guiding students throughout their academic journey. Key responsibilities include 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.

Key Responsibilities:

1. 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.
2. 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.
3. 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.
4. 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.
5. Academic Intervention Coordination: Coordinate academic interventions for students requiring additional support, collaborating with the academic department to ensure effective solutions.
6. Student's Pass Monitoring: Manage Student's Pass cancellation and renewal for students.
7. Assessment Appeal: Handle appeals related to assessments, ensuring fair and transparent processes.
8. Transcript and Certificate Management: Manage the process of issuing transcripts and certificates to students, ensuring accurate and timely delivery.
9. 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 service within the education sector

Generic Competencies:

• Communication
• Change Agent
• Problem Solving and Execution

Technical Competencies:

• Customer Service Skills
• Email Management and Follow-Up Skills
• Navision, SIS
• University Learning Portal
• Negotiation Skills
• Time Management Skills

Language Proficiency:

• English - Spoken, Written
• Due to the nature of the job which involves communicating with Chinese-speaking students via phone and email, the ability to communicate in Chinese will be preferred.

Software Skills:

• Microsoft Applications (Words, 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