Senior Advisor, Family Service

4 months ago

Ho Chi Minh City, Vietnam RMIT University Full time

Overview:

- RMIT VIETNAM
- RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.
- KEY ACCOUNTABILITIES
- 1.Provide quality advice, timely responses, complex issue resolution and case management to families/guardians of RMIT current students, including families/ guardians of local and international students in accordance with University policies and processes. Support families in navigating University resources through the approved communication channels.
- 2.Coordinate with the Academic Registrar’s Group and the Legal team in the development and update of policies and processes relating to families, including privacy release, unsatisfactory academic progress, third-party complaints, student billing, etc.
- 3.Coordinate with a wide range of internal stakeholders to provide clear and timely responses to family enquiries. Maintain broad familiarity and timely updates on knowledge about relevant University areas so that related family enquiries can be addressed accurately and transparently.
- 4.Master RMIT student record system, administrative systems and service management platform to perform case management.
- 5.Work closely with Student Connect Student Advisors and Senior Student Advisors to manage related student-family enquiries.
- 6.Receive feedback from families and provide it to relevant University stakeholders, including Academic Schools, student services and Operations Portfolio. Provide the Manager, Family Connect and the Coordinator, Family Support with family enquiry and feedback patterns for recommendations to address them with proactive family communications and engagement efforts.
- 7.Make referrals to Academic Registrar’s Group Third-party Complaints in accordance with the Third-Party Complaints Procedure.
- 8.Actively contribute to the design and implementation of the family support program including communications, events and activities (Family Day, Family Weekend, Parent and Family Orientation/ Welcome Event, etc.)
- 9.Lead or participate in team projects to enhance the experience of families.
- 10.Actively contribute feedback and improvement suggestions to the review of administrative processes in Family Connect team meetings or cross-unit discussions. Demonstrate the student-centered and innovative approach to continuously creating unique student and family experiences and innovations.
- 11.Perform other tasks as assigned by the Manager, Family Connect.
- KEY SELECTION CRITERIA
- 1.Bachelor’sdegreein a relevant discipline.
- 2.At least 2 years of experience in a customer service role where the expectation was to deliver high levels of customer service across a broad range of service areas, preferably in an educational environment.
- 3.Demonstrated ability to deal with sensitive and challenging situations in a professional and diplomatic manner; Ability to perceive and manage the emotions of one's self and others.
- 4.Demonstrated complex issue resolution and decision-making skills, including the ability to source relevant additional information.
- 5.Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal communications skills;
- 6.Demonstrated professional and communicative maturity.
- 7.Fluency in Vietnamese and high proficiency in professional English; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.
- 8.Demonstrated ability to work flexibly and efficiently as a member of a team in a high-volume customer-focused environment. Ability to prioritise workload to meet deadlines and service expectations.
- 9.Ability to display appropriate behaviours in line with the position, asper the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence -Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).
- ENGLISH PROFICIENCY REQUIREMENT
- English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS (General) with a score of at least 6.0 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines).
- BENEFITS- Competitive VND salary (plus allowances) starting from VND31,003,000 gross depending on proven track record in meeting all the key selection criteria.-
- 13th month Tet bonus + private medical insurance (for you and your dependents) + annual health check.-
- 20 days annual leave plus 5 days paid leave Xmas closure, plus public holidays and paid sick leave.-
- Free use of onsite gym.-
- Library on campus and

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