Executive, Student Services

COMPANY DESCRIPTION Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC). Kaplan has welcomed students from over 60 countries and regions. As a Lifelong Integrated Learning Partner, we offer close to 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 114,000 graduates^. We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values - Opportunity, Knowledge, Support, Integrity and Results - help guide the way we work. At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of Singapore's Best Employers for 2023 . This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey. We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us! *Based on full-time and part-time study modes across programmes offered at Kaplan. ^Total Diploma and Degree graduates from Kaplan from 2007 to 2025. RESPONSIBILITIES THE ROLE: Senior Executive / Executive, Student Services This role plays a crucial role in supporting and guiding students throughout their academic journey. Key responsibilities include facilitating welcome orientations, addressing student inquiries, and ensuring clear communication of programme details and academic requirements. Additionally, the role provides support for both academic and non-academic interventions, monitoring student satisfaction through surveys, and ensuring adherence to regulatory compliance standards. This role also manages the operations of assigned programme portfolio(s) by scheduling timetables, coordinating on course materials, and overseeing student enrolment and data management. The role involves monitoring students' class and self-study attendance, preparing reports for management, and addressing administrative matters in collaboration with stakeholders. Key Responsibilities: Onboarding & Support Services: Welcome Orientation and Induction : Lead the planning and execution of orientation and induction sessions to welcome new students, providing them with essential information and resources for their academic journey. Student Engagement : Draft programme updates, send notifications via K360 app, respond to email enquiries, phone calls, walk in enquiries, class visits, prepare and issue Letter of Verification. Attendance Monitoring, Intervention, and Leave Application : Monitor student attendance and intervene when necessary. Process leave applications and ensure students follow the appropriate procedures for absences. Re-module, Course Transfer, Withdrawal, Deferment, Resumption, Extension : Assist students with re-modules, course transfers, withdrawal requests, deferment applications, resumption processes, and extensions and manage inactive students. Refund : Process and manage refund requests from students. Student Conduct (Non-academic and Academic) : Monitor and address issues related to both academic and non-academic student conduct, ensuring compliance with institutional standards and providing guidance when needed. Student Complaints and Feedback : Act as a point of contact for student complaints and feedback, ensuring timely resolution and contributing to improvements in student services. Academic Intervention Coordination : Coordinate academic interventions for students requiring additional support, collaborating with the academic department to ensure effective solutions. Student Financials : Liaise with Finance on payment checking/verification for enrolment (for on-going students). Assist Student Financial Services (SFS) to liaise with students with outstanding fees, needy plan requests and withhold results/parchment release as requested by SFS. Student's Pass Monitoring : Manage Student's Pass cancellation and renewal for students. Student Surveys : Schedule…