Manager, Student Connect

1 week ago

Ho Chi Minh City, Vietnam RMIT VN 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. Lead Student Connect advisory staff to deliver excellent service in areas including administration support, academic advice and service referral to current students throughout their student lifecycle in accordance with University policies and processes.- 2. Develop standard operating procedures and communication guidelines for all Student Connect service and support activities for current students throughout student lifecycle.- 3. Utilise student satisfaction and other service quality data provided by the Quality Assurance Coordinator to maintain consistent service quality across all service channels and make continuous enhancements to service quality and ensure team effectiveness.- 4. Provide student feedback to relevant stakeholders to improve processes and enhance student experience; actively contribute to the Student Experience Group and other cross-unit discussionsrelated to student experience.- 5. Build and maintain effective partnerships with Academic Schools. Ensure Student Connect advisory staff have a deep understanding of all academic programs to deliver accurate student advice or consultation based on their understanding of specific programs and courses.- 6. Manage escalated student enquiries received from advisory staff and support the referral to University delegated authorities as required.- 7. Align the Student Connect annual plan to meet priorities as described in the University and portfolio business plans.- 8. Plan and manage Student Connect annual budget and effectively control expenditure during the year.- 9. Collaborate with Melbourne-based colleagues to enhance alignment and consistency where appropriate.- 10. Use formal and informal professional development to ensure members of the Student Connect team meet their assigned objectives. Ensure staff receive regular and constructive feedback on performance. Set performance targets, service indicators and quality standards to maintain a culture of quality and accountability.- 11. Ensure that Student Connect premises, facilities, IT and other resources are managed effectively, and enable the agreed service standards to be achieved.- 12. Establish and manage effective relationships with a wide range of stakeholders including Academic Registrar’s Group, other service areas, and Operations Portfolio.- KEY SELECTION CRITERIA- 1. Bachelor’s degree in a relevant discipline. Master’s degree in Business or Education Management desirable.- 2. Extensive experience and demonstrated passion for leading a team who deliver high volume of customer-centric services in a fast-paced environment, preferably in the education sector. Demonstrated ability to continuously motivate team members.- 3. Strong evidence of leadership skills; ability to shape team and group priorities to reflect the organisation’s vision and values; ability to manage change in a challenging and dynamic environment whilst achieving strategic and operational goals.- 4. Experience managing and directing staff to follow effective administrative business processesusing service management or related software.- 5. Proven ability to maintain strategic relationships across all levels of a large organisation; manage complex cross-department issues including ability to negotiate agreed outcomes with stakeholdersholding divergent views;- 6. Evidence of well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication;- 7. Experience dealing with sensitive and challenging situations in a professional and diplomatic manner; Ability to perceive and manage the emotions of one's self and others.- 8. Fluency in Vietnamese with a strong appreciation of multi-cultural expectations and practices. High proficiency in professional English; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.- 9. Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence - Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).- For more details about the role please click on the following
- link
- .- 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 6.5 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guideline

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