JOB PURPOSE

Student Welfare Department acts as the advocate for all students’ welfare needs that affects their university experience. The Student Welfare Senior Executive supports the team in the smooth and efficient daily operation of the Student Welfare Department that encompasses the following but not limited to pastoral support, administrative functions in respond to students’ welfare assistance require, incidents management, Immersion Program and Insurance related matters. The Senior Executive is responsible for the effective and efficient management of customer service for all students, ensuring all activities adhere to the government requirements, as well as policies and procedures of Taylor’s University, and the provision of high quality and responsive services to all students and other stakeholders.

KEY RESULT AREAS / RESPONSIBILITIES

1. Student Welfare

• First point of contact for students experiencing welfare problems and will assist and support in the handling of student incidents.

• Support, assist and follow up with relevant stakeholders on the crisis incidents management to ensure smooth and effective measures of student welfare, including communicating with students or family members.

2. Student Welfare – Activity and Development

• Coordinate, plan and execute welfare related activity, awareness works for the students in promoting their welfare and wellbeing.

• Build strong network and collaborative works with internal and external stakeholders to enhance student experience in Taylor’s.

• Provide novel ideas to innovate the welfare culture of the institution for student outreach.

• Guide, coach and empower student helper/leader in managing activity pertaining to welfare.

2. Operations / Administration

• Manage and assist in answering student’s enquiries on a daily basis.

• Manage and handle incidents and offenses and counsel/advise where necessary.

• Document the records of all works as per job functions.

• Coordinate the preparation and dissemination of information regarding the student’s events and encourage participation and support from Taylor’s community.

• Conduct periodic survey as a form of feedback for recognition and improvement.

• Work flexibly around the Student Welfare’s opening hours and peak season.

• Attend continuous professional development or training as appropriate to the role.

• Support other value-added services to the students as and when necessary.

3. 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.

JOB SPECIFICATIONS

MINIMUM QUALIFICATION

1. Bachelor’s degree or its equivalent.

2. Minimum Four (4) year of administration or service oriented experience, preferably in an Education institution.

RELATED EXPERIENCE

Preferably 4 years relevant work experience, preferably in an educational institution with involvement in counselling related matters.

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 people.

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.

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. Excellent interpersonal, communication, listening and facilitation skills

2. Extrovert, outgoing, and sociable character.

3. Pro-active and show initiatives in tasks.

4. Culturally sensitive, emotionally stable, resourceful, resilient, and open to diverse views.