JOB PURPOSE

The Student Welfare Department acts as the advocate for all students' welfare needs affecting their university experience. The Student Welfare Senior Executive supports the team in the smooth and efficient daily operation of the department, encompassing — but not limited to — pastoral support, administrative functions in response to students' welfare assistance requirements, incident management, the Immersion Programme, 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 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
• Co-lead and support the handling of student incidents in accordance with policy and procedures.
• Periodically review the student incident handling process with your superior.
• 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
• Lead, plan and execute welfare-related activities in support of international students.
• Work synchronously with the event team and other departments for frequent alignment and activity planning every semester, e.g., Orientation, International Student Welcome Reception.
• Train and empower student leaders in managing activities pertaining to welfare.
• Provide novel ideas to innovate the welfare culture of the institution for student outreach.
• Support departmental welfare activities and programmes.
• Support the Student Immersion Programme as and when needed.
• Build a strong network and collaborate with internal and external stakeholders to enhance student experience at Taylor's.

3. Operations / Administration
• Manage daily enquiries 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 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 4 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, including awareness of available support services, providing supportive advice and guidance, showing empathy and sensitivity, and initiating action by involving the relevant people.
2. Comprehensive understanding of student experience, and proven ability to apply theories of intercultural communication and cultural difference.
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. 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.