Manager Student Services (Senior)

WORK SCOPE AND DUTIES Senior Manager, Student Services 1. Position Summary The Senior Manager, Student Services is responsible for leading the Student Services Department and overseeing the delivery of student servicesthroughout the entire student lifecycle, from admission to programme completionand graduation. The role is responsible for ensuring operational excellence, regulatorycompliance, service quality, effective student support, and cross-functionalcollaboration. The successful candidate will lead the department, oversee dailyoperations, manage complex student matters, drive continuous processimprovement, and contribute to the institution’s strategic objectives. 2. Career Development This position is part of the institution’s leadership development andsuccession planning framework. Subject to successful completion of probation,demonstrated leadership capability, satisfactory performance, andorganisational requirements, the employee may be considered for appointment as Student Services Director . 3. Key Responsibilities A. Department Leadership &Operations Lead and manage the overall operations of the Student Services Department. Supervise, coach, mentor, and develop the Student Services team to maintain high service standards and operational excellence. Conduct staff performance reviews, provide regular feedback, and support team development. Monitor departmental KPIs, workload, service quality, and operational performance. Plan departmental resources and support budget planning to ensure efficient operations. Drive continuous improvement initiatives to enhance productivity, service quality, compliance, and operational efficiency. Review and approve operational matters within delegated authority and escalate strategic or high-risk matters to Management where necessary. B. Student Lifecycle Management Lead and oversee the complete student lifecycle, including: Admissions and enrolment Student Pass administration Pre-arrival arrangements Student onboarding Student records management Attendance monitoring Student engagement Industry Attachment / OJT Programme completion and graduation Ensure all student lifecycle processes are delivered efficiently,accurately, and in compliance with institutional policies and regulatoryrequirements. C. Admissions, Student Administration& Compliance Oversee the end-to-end admissions process from application to confirmed enrolment. Ensure proper administration of Letters of Offer, student contracts, enrolment documentation, and student records. Oversee Student Pass applications via ICA SOLAR and ensure compliance with ICA requirements. Ensure proper management of student information within the Student Management System (SMS) and Student Portal. Work closely with Finance to verify fee payment status and ensure compliance with Fee Protection Scheme (FPS) requirements. Ensure departmental compliance with EduTrust, ICA, SSG/SWDA, FPS,internal policies, and other regulatory requirements. Maintain accurate, complete, and audit-ready documentation at all times. D. Student Services & CaseManagement Oversee student services operations and manage complex student-relatedmatters, including: Attendance monitoring and intervention Student disciplinary matters Student complaints and appeals Refunds and deferments Student welfare and support Escalated operational and student service cases Ensure all cases are handled professionally, consistently, fairly, and in accordance with institutional policies and regulatory requirements. E. Stakeholder & Cross-functionalCollaboration Collaborate closely with Academic, Finance, Recruitment, Marketing, Human Resources, Quality Assurance, and other departments to ensure seamless coordination throughout the student lifecycle. Build and maintain effective relationships with students, parents, agents, industry partners, and relevant government authorities. Represent the Student Services Department in meetings with regulatory authorities, external partners, agents, and other stakeholders where required. F. Industry Attachment & StudentDevelopment Oversee Industry Attachment (IA), internship, and On-the-Job Training (OJT) programmes. Coordinate with employers and industry partners regarding student placements and progress. Support student engagement initiatives, career development programmes, institutional events, and alumni activities. G. Reporting, Planning &Continuous Improvement Prepare weekly, monthly, quarterly, and annual operational reports for Managemen…