JOB PURPOSE

The Assistant Manager, Student Welfare plays a critical leadership role in supporting the overall wellbeing, safety and non-academic welfare needs of students throughout their university experience. The role provides operational leadership to the Student Welfare team, ensuring that welfare support, incident response, crisis intervention, student advocacy, welfare programming, insurance-related support and administrative processes are delivered professionally, sensitively and in alignment with Taylor’s University policies, procedures and student experience priorities.

The role is responsible for strengthening Student Welfare as a responsive, student-centred and data-informed support function. This includes leading case coordination, supporting students in distress or emergency situations, working closely with internal and external stakeholders, developing student welfare initiatives, supervising team members, improving service processes and ensuring proper documentation, escalation and follow-through for student welfare matters.

In partnership with the Head, Centre for Counselling Services & Student Welfare, the Assistant Manager supports the strategic and operational development of the department, provides day-to-day supervision to staff, represents Student Welfare when required, and contributes towards creating a safe, caring, inclusive and supportive campus environment for all students.

KEY RESULT AREAS / RESPONSIBILITIES

1. Student Welfare Operations and Service Leadership

Daily Operations Oversight
Lead and oversee the daily operations of the Student Welfare function, ensuring timely, consistent and professional support to students, parents, staff and other stakeholders.

Service Standards and Quality Assurance
Ensure all Student Welfare services are delivered in accordance with university policies, procedures, confidentiality requirements and expected service standards, while maintaining a warm and student-centred approach.

Team Supervision and Work Allocation
Supervise Student Welfare staff by coordinating workload distribution, monitoring case follow-up, guiding service delivery and ensuring staff are clear on priorities, responsibilities and expected standards.

Process Improvement and Operational Efficiency
Review and enhance workflows, forms, communication templates, case tracking processes and administrative procedures to improve efficiency, responsiveness and consistency.

Representation in the Absence of the Head
Represent and oversee Student Welfare operations in the absence of the Head, ensuring continuity of service, appropriate escalation and effective decision-making within delegated authority.

2. Student Incident, Crisis and Case Management

Incident Intake and Triage
Lead the assessment and triaging of student welfare cases, incidents and emergencies, ensuring each case is managed according to urgency, risk level, complexity and required intervention.

Crisis and Emergency Response Coordination
Coordinate Student Welfare response during student emergencies, critical incidents or crisis situations, including cases involving safety concerns, hospitalisation, police matters, family contact, immigration-related welfare support, missing students, death, trauma or other urgent welfare matters.

Case Assignment and Follow-Through
Assign cases to appropriate staff members, monitor progress, ensure proper follow-up and provide guidance for complex or sensitive cases requiring careful handling.

Stakeholder and External Agency Liaison
Work closely with internal stakeholders such as Schools, Registry, Campus Central, Security, Counselling Services, International Office, Legal, Communications, Accommodation and Facilities Management. Where required, coordinate with external stakeholders such as hospitals, police, embassies, insurance providers, parents, guardians or authorised representatives.

After-Hours and Peak-Period Support
Provide and coordinate support beyond office hours during emergencies, crisis situations, major incidents, peak periods or university-wide situations requiring Student Welfare presence and response.

3. Student Advocacy, Pastoral Support and Welfare Development

Student-Centred Support and Guidance
Provide supportive, practical and compassionate guidance to students facing non-academic challenges, while helping them navigate appropriate university support channels and resources.

Student Advocacy and Case Navigation
Act as an advocate and support navigator for students by helping them understand available options, institutional processes and welfare-related assistance without compromising policy, fairness or governance.

Referral and Escalation Pathways
Identify cases requiring counselling, academic, medical, disciplinary, legal, safety or external professional intervention, and ensure appropriate referral or escalation to the relevant unit.

Welfare Awareness and Prevention Programmes
Plan, coordinate and support welfare awareness initiatives that promote student wellbeing, safety, care-seeking behaviour, personal responsibility and awareness of available support services.

Student Immersion and Ambassador Development
Lead and coordinate the Student Immersion Programme and train Student Welfare Ambassadors or student helpers to support welfare-related initiatives, peer awareness efforts and student engagement activities.

4. Data, Systems, Governance and Institutional Collaboration

Student Welfare System Oversight
Oversee the effective use and maintenance of the Student Welfare system or case-tracking platform, ensuring information is updated, accurate and accessible to authorised users.

Data Monitoring and Reporting
Monitor Student Welfare data periodically to identify trends, recurring issues, service gaps, peak periods, case volume, incident types and areas requiring preventive intervention.

Evidence-Based Improvement
Prepare reports, summaries and insights for the Head and relevant management stakeholders, and use data to recommend improvements to workflows, student communication, staffing needs, preventive programmes and cross-departmental support.

Policy Compliance and Risk Management
Ensure Student Welfare operations, case handling, programme delivery and student support actions comply with university policies, procedures and relevant institutional requirements. Assess potential risks and escalate matters involving safety, legal, reputational, disciplinary or wellbeing concerns.

Institutional Collaboration and Consultative Engagement
Participate in student consultative meetings, case conferences, school partnerships, departmental discussions and university committees where Student Welfare input is required, ensuring welfare matters are surfaced and followed through professionally.

5. Additional Responsibilities

Commitment to Service Excellence
Uphold high standards of professionalism, responsiveness, empathy, confidentiality, quality assurance and customer service in all interactions and responsibilities within the role.

Project and Committee Participation
Contribute to departmental, divisional or university-wide initiatives by actively participating in assigned projects, working groups or committees as required.

General Administrative Support
Carry out other duties or responsibilities as assigned by the Head, Centre for Counselling Services & Student Welfare, based on evolving departmental or institutional needs.

JOB SPECIFICATIONS

Minimum Qualifications

Bachelor’s Degree in Psychology, Counselling, Social Work, Human Development, Education, Student Affairs, Student Development, Leadership Management or a related discipline.

Professional certifications or training in student support, mental health first aid, safeguarding, crisis intervention, case management or higher education administration would be an added advantage.

Related Experience

Minimum of four to six years of relevant working experience in higher education, student affairs, student services, welfare support, counselling support, pastoral care, customer service, community engagement or related fields.

Experience in handling student cases, coordinating crisis and emergency response, supporting welfare initiatives, working with diverse student populations and liaising with all stakeholders is highly desirable.

Competencies (Knowledge, Skills and Abilities)

• Strong understanding of student welfare, pastoral care, student support and the non-academic factors that affect student experience.
• Ability to manage student incidents, emergencies and sensitive cases calmly, professionally and efficiently.
• Good case management skills, including triage, documentation, follow-up, referral and escalation.
• Strong interpersonal and communication skills with the ability to engage students, parents, staff, management and external stakeholders.
• Ability to work sensitively with students from diverse cultural, social and personal backgrounds.
• Good understanding of confidentiality, safeguarding, data sensitivity and professional boundaries.
• Strong stakeholder management and coordination skills across departments and external agencies.
• Ability to analyse student welfare data and translate insights into service improvements.
• Strong administrative, reporting and documentation skills.
• Competent in Microsoft Office, case management systems, digital forms, reporting tools and AI productivity tools where appropriate.
• Ability to lead, guide and support a team in a high-pressure, emotionally demanding service environment.

Competencies (Behavioural)

• Calm, emotionally resilient and composed during crisis or conflict situations.
• Warm, empathetic, patient and approachable when dealing with students in distress.
• Firm and professional when handling boundaries, policies and sensitive matters.
• Demonstrates maturity, discretion and sound judgement.
• Proactive, responsible and accountable in managing tasks and follow-through.
• Able to lead by example and earn trust from team members and stakeholders.
• Culturally sensitive and respectful of diversity.
• Detail-oriented, process-driven and committed to quality service.
• Able to work independently while collaborating effectively with others.
• Passionate about student wellbeing, safety, belonging and positive student experience.

Others

Willing to work beyond office hours during emergencies, crisis response, major incidents, student welfare cases, events, peak periods or when required by the university.