JOB PURPOSE

Student Welfare acts as the advocate for all students' welfare needs affecting their university experience.

The Student Welfare Executive supports the team in the smooth and efficient daily operation of Student Welfare, encompassing — but not limited to — pastoral support, administrative functions in response to student welfare assistance, incident management, the Immersion Programme, and insurance and welfare-related activities.

The Executive is responsible for the effective and efficient management of customer service for all local and international students, ensuring all activities adhere to government requirements as well as Taylor's University's policies and procedures, and for the provision of high-quality, responsive service to all students and other stakeholders.

KEY RESULT AREAS / RESPONSIBILITIES                                                                                                                

1. Student Welfare – Crisis Incident Management and Support

• Assist and support the handling of student incidents in accordance with policy and procedures.
• Manage, mediate and handle incidents and offenses, as well as provide counsel/advice where necessary.
• Reach out to higher authorities when necessary.
• Provide close monitoring of assigned cases.
• Assist and follow up with relevant stakeholders on crisis incident management to ensure smooth and effective student welfare measures, including proper and professional communication with students or family members.

2. Student Welfare – Welfare Development Activities and Programme

• Review, support and create ideas or programmes targeting international students' welfare.
• Support and execute welfare-related activities and awareness initiatives for students, promoting their welfare and wellbeing.
• Support and execute the Student Immersion Programme to provide new students with a positive learning journey and a smooth transition into university life.
• Train and empower student helpers/leaders in managing activities pertaining to welfare.
• Innovate and create engaging social media content, work alongside the creative team.
• Build a strong network and collaborate with internal and external stakeholders to enhance student experience at Taylor's.
• Support financially challenged students by providing the right direction and support with applications based on available programmes.

3. Operations / Administration

• Manage enquiries on a daily basis via email, phone calls, hotline and WhatsApp.
• Document case records via the CRM system and other relevant platforms.
• Guide students in managing Personal Accident Insurance claims.
• Coordinate the preparation and dissemination of publicity and educational information to the campus community.
• Work flexibly around Student Welfare's operating hours, peak seasons, and occasional work beyond office hours.
• Attend continuous professional development or training as appropriate to the role.
• Support other value-added services for students as and when necessary.

4.  Others

To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the University’s business without altering the nature or level of responsibility involved.

This Job Description is not an exhaustive list and does not form any part of the contract of employment and is subject to annual review.

JOB SPECIFICATIONS

MINIMUM QUALIFICATION

Master's or bachelor's degree in a related field, e.g., psychology, counselling, social work, education, leadership/facilitation, human development, or another related discipline.

RELATED EXPERIENCE

Preferably 2 years relevant work experience, preferably in an educational institution with involvement in student development and welfare, student affairs, wellness, or guidance and counselling related discipline. Working closely with international student support is value-added.

Competencies (Knowledge, Skills & Abilities)

1. Knowledge and ability in pastoral care and welfare which includes awareness of the support service available, providing supportive advice and guidance, showing empathy and sensitivity and initiating action by involving the relevant others.
2. Comprehensive understanding of the student experience and the proven ability to apply theories of intercultural communication and cultural differences.
3. Ability to deal with emergencies in a calm and efficient way, emotionally stable.
4. Knowledge and skills in using computer software e.g., Microsoft software applications.
5. Excellent written, spoken, cross-cultural and interpersonal communication skills.
6. Possesses a good command of English, Bahasa Malaysia, or one or more languages. Good command of spoken and written Chinese is an added advantage.

Competencies (Behavioural)

1. Culturally sensitive, emotionally stable, resourceful, resilient, and open to diverse views.
2. Excellent interpersonal, communication, listening and facilitation skills
3. Extrovert, outgoing, compassionate, and sociable character.
4. Pro-active and show initiatives in tasks.
5. Engaging and a contributing team player.

OTHERS

1. Possess own transport.
2. Willing to work beyond office hours.