JOB PURPOSE

The Assistant Manager – Campus Central, is jointly responsible for managing the operations of Campus Central in Lakeside Campus; including leading team members for quality services, inspiring them toward the department’s service vision and goals; positioning Campus Central as an effective first point of contact and one-stop centre for all general student services (academic & non-academic); and to ensure the effective and consistent application of student administration processes across the University and College. Incumbent will work hand in hand with the academic faculties and other departments to achieve the Institution’s mission and goals.

AREAS OF RESPONSIBILITIES

• Assist in managing the administration of Campus Central to ensure a broad range of quality student services are provided to students and staff, resulting in consistent, innovative and comprehensive services, delivered via counters, online portal, emails and phone.
• Together with the leadership team, lead cultural change within the Campus Central environment and drive the delivery of quality customer service, with a continual focus on improving this service, evidenced by KPI outcomes, benchmarking, and customer feedback.
• Overseeing counter operations to ensure excellent customer service, creating a welcoming and efficient environment for students, parents, and staff. Ensure all inquiries and issues are addressed promptly and professionally.
• Develop and maintain good working relationships with key student administration staff in Faculties and other Departments to lead the consistent interpretation and application of student administration policies and procedures, and to initiate process improvement for implementation.
• Evaluate procedures for establishing and enhancing customer service standards through optimum utilisation of resources; ensure that the department continually supports the delivery of excellent customer service on over-the-counter enquiries.

• Actively participate in staff development / training and team discussions on the continuous improvement and development of services and procedures.
• Assist in assessing and monitoring workload of team members, effectiveness of administrative and support systems; identify opportunities for improvement and resource optimization; direct and implement changes.

JOB SPECIFICATIONS

MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

Degree in Business Administration, Psychology, Human Resource Management, or any related discipline.

RELATED EXPERIENCE

At least five (5) years of administrative working experience, preferably with a broad range of student services related functions in an educational institution.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Good understanding and ability to create an uplifting customer service culture
• Ability to work collaboratively in a team based work environment.
• Ability to communicate with customers, colleagues, business contacts in a courteous and professional manner
• Creative, resourceful and customer focused
• Possess a good command of English
• Good communication, report writing and presentation skills
• Good planning and coordinating skills
• Ability to supervise and train staff, including organising and scheduling work assignments
• Ability to perform consistently under the pressure of deadlines
• Knowledge of and skills in using computer software e.g. Microsoft software applications
• Knowledge of budgeting and management principles and procedures
• Good market knowledge and developments in the education industry
• Ability to work independently in a fast-paced and challenging environment

COMPETENCIES (BEHAVIOURAL)

• Matured, self-motivated and aggressive
• Dynamic with initiative
• Good team player
• Professional appearance and good working attitude
• Pro-active and results oriented with a drive to succeed and achieve goals
• People oriented with warm and cheerful personality