Assistant Director, Student Services Hub, Office of Dean of Students

Job Description

• Student Services Hub Transformation & Service Innovation
• Lead the transformation of the Student Services Hub into a future-ready, student-centric centre that delivers seamless and responsive support.
• Drive end-to-end review and enhancement of services, operations, and workflows to improve efficiency and user experience.
• Identify service gaps and collaborate with schools and departments to streamline student administrative and transactional touchpoints.
• Champion a data-informed service model, leveraging insights to shape policies, training, and resource planning that enhance service delivery.
• Strategic Contribution to ODOS & Cross-Functional Synergy
• Collaborate closely with ODOS leadership to align SSH efforts with broader student success and support strategies.
• Support the Head in synergising the work of Student Services Hub with other units, ensuring coherence in messaging, service delivery, and student experience.
• Provide assistance in cross-functional initiatives, communications, or campaigns as needed to advance ODOS objectives.
• Operations, Policies & Service Standards Management
• Oversee day-to-day operations and case support across all service channels - frontline, digital -ensuring consistent and high-quality delivery.
• Maintain high service standards by monitoring performance metrics, resolution timelines, and quality of student interactions.
• Develop, implement, and review service policies, SOPs, and operational guidelines to support efficient workflows and compliance with institutional and national requirements (e.g. Personal Data Protection Act).
• Ensure timely updates and documentation of service protocols in response to institutional changes and emerging needs.
• Cultivate a culture of operational excellence and continuous improvement through data-driven decision-making and staff capability building.
• Stay abreast of institutional changes and gain competencies required for integrating new services into SSH offerings.
• Stakeholder Engagement & Partnership Building
• Serve as SSH's key liaison with administrative offices (e.g. Office of Registrar, Office of Finance, Centre for Global Education and Opportunities) and schools to align student support functions.
• Develop and nurture collaborative relationships to address institutional service gaps, policy issues, and improve overall student experience.
• Represent SSH in committees and cross-departmental initiatives related to service delivery and student operations.
• Service Excellence & Student Experience Design
• Lead service training for student-facing staff and volunteers, reinforcing a culture of empathy, responsiveness, and professionalism.
• Develop omni-channel knowledge bases, FAQs, and self-help content to facilitate student navigation and self-service.
• Co-create service feedback loops to capture student voice and inform continuous improvement.
• Student Medical and Travel Insurance Administration
• Lead the administration of student medical and travel insurance, including annual remarketing cycles in collaboration with Procurement.
• Maintain updated SOPs, vendor engagement records, and reporting frameworks.
• Centre Programming & Student Empowerment
• Design and implement workshops, micro-learning initiatives, and campaigns to build students literacy in managing university administrative systems.
• Promote student autonomy by equipping them with self-management tools and knowledge.
• Staff Development & Capacity Building
• Support the Head in mentoring team members and student assistants, including onboarding, coaching, and training plans.
• Establish and share best practices in service delivery, documentation, and conflict resolution to strengthen team effectiveness.
• Project & Issue Management
• Coordinate and support service-related projects, including space planning, new service integration, and digital transformation.
• Identify and mitigate service risks and conflicts proactively, resolving issues in a timely and professional manner.
• Other Duties as Assigned.

Qualifications

• Degree, with 8 to 12 years of relevant experience in student-facing roles within a higher education or university administration setting.
• Service Excellence & Student-Centred Mindset
• Demonstrated experience applying service strategies across physical and digital channels, with a strong commitment to service excellence and student advocacy.
• Passionate about working with students and well-versed in student affairs trends within higher education.
• Higher Education & Institutional Knowledge
• In-depth knowledge of the higher education landscape, university organisational structures, the student life cycle, and related student services functions.
• Familiarity with administrative systems, policies, and institutional support frameworks.
• Leadership Skills
• Proven ability to lead and motivate teams, manage service transformation projects, and drive continuous improvement.
• Demonstrated agility in navigating change, learning in complex environments, and leading teams through institutional transformation with focus and results.
• Stakeholder Engagement & Relationship Management
• Strong interpersonal, negotiation, and stakeholder management skills.
• Proven ability to manage relationships with senior leaders, students, faculty, and cross-functional teams.
• Communication Skills
• Excellent verbal and written communication skills, with the ability to interpret, explain, and present university policies and information clearly to diverse audiences.
• High cultural quotient and sensitivity, with experience engaging individuals from diverse backgrounds and age groups.
• Project Management & Operations
• Strong planning and organisational skills with attention to detail.
• Able to manage multiple priorities, adapt to changing conditions, and see tasks through to completion.
• Experienced in driving process improvements and managing service operations in a dynamic environment.
• Analytical & Problem-Solving Skills
• Strong analytical and problem-solving skills, with the ability to interpret data, identify patterns, and apply insights to service design and continuous improvement.
• Judgment & Confidentiality
• Sound judgment and discretion in dealing with confidential and sensitive student issues, in a professional and empathetic manner.
• Technical Proficiency
• Adept at using digital tools and case management systems to support service delivery.
• High proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Access).
• Comfortable adopting new technologies to enhance operations and student engagement.

• Student Services Hub Transformation & Service Innovation
• Lead the transformation of the Student Services Hub into a future-ready, student-centric centre that delivers seamless and responsive support.
• Drive end-to-end review and enhancement of services, operations, and workflows to improve efficiency and user experience.
• Identify service gaps and collaborate with schools and departments to streamline student administrative and transactional touchpoints.
• Champion a data-informed service model, leveraging insights to shape policies, training, and resource planning that enhance service delivery.
• Strategic Contribution to ODOS & Cross-Functional Synergy
• Collaborate closely with ODOS leadership to align SSH efforts with broader student success and support strategies.
• Support the Head in synergising the work of Student Services Hub with other units, ensuring coherence in messaging, service delivery, and student experience.
• Provide assistance in cross-functional initiatives, communications, or campaigns as needed to advance ODOS objectives.
• Operations, Policies & Service Standards Management
• Oversee day-to-day operations and case support across all service channels - frontline, digital -ensuring consistent and high-quality delivery.
• Maintain high service standards by monitoring performance metrics, resolution timelines, and quality of student interactions.
• Develop, implement, and review service policies, SOPs, and operational guidelines to support efficient workflows and compliance with institutional and national requirements (e.g. Personal Data Protection Act).
• Ensure timely updates and documentation of service protocols in response to institutional changes and emerging needs.
• Cultivate a culture of operational excellence and continuous improvement through data-driven decision-making and staff capability building.
• Stay abreast of institutional changes and gain competencies required for integrating new services into SSH offerings.
• Stakeholder Engagement & Partnership Building
• Serve as SSH's key liaison with administrative offices (e.g. Office of Registrar, Office of Finance, Centre for Global Education and Opportunities) and schools to align student support functions.
• Develop and nurture collaborative relationships to address institutional service gaps, policy issues, and improve overall student experience.
• Represent SSH in committees and cross-departmental initiatives related to service delivery and student operations.
• Service Excellence & Student Experience Design
• Lead service training for student-facing staff and volunteers, reinforcing a culture of empathy, responsiveness, and professionalism.
• Develop omni-channel knowledge bases, FAQs, and self-help content to facilitate student navigation and self-service.
• Co-create service feedback loops to capture student voice and inform continuous improvement.
• Student Medical and Travel Insurance Administration
• Lead the administration of student medical and travel insurance, including annual remarketing cycles in collaboration with Procurement.
• Maintain updated SOPs, vendor engagement records, and reporting frameworks.
• Centre Programming & Student Empowerment
• Design and implement workshops, micro-learning initiatives, and campaigns to build students literacy in managing university administrative systems.
• Promote student autonomy by equipping them with self-management tools and knowledge.
• Staff Development & Capacity Building
• Support the Head in mentoring team members and student assistants, including onboarding, coaching, and training plans.
• Establish and share best practices in service delivery, documentation, and conflict resolution to strengthen team effectiveness.
• Project & Issue Management
• Coordinate and support service-related projects, including space planning, new service integration, and digital transformation.
• Identify and mitigate service risks and conflicts proactively, resolving issues in a timely and professional manner.
• Other Duties as Assigned.