Job Description

Closing Date 2025/05/28
Reference Number EDU250523-6
Job Title Academic and Student Experience Manager
Job Type Permanent
Campus Mowbray
Department Customer Experience and Campus Operations
Number of Positions 1
Location - Town / City Mowbray
Location - Province Western Cape
Location - Country South Africa
Minimum Education Level Honours Degree | Postgraduate Diploma
Job Category Education
Job Advert SummaryEduvos is looking to hire the services on an Academic and Student Experience Manager for our Mowbray campus on a full time basis.Position Type: PermanentThe Positiion: To manage the student affairs and student support portfolio at a campus; thereby ensuring a positive student experience on a campus outside the classroom that contribute to ensuring that a student is successful in his/her learning and teaching journey.
Minimum RequirementsMinimum qualification:

• Honours degree in Education or Psychology

Experience:

• Junior xc2xb7 Three yearsxe2x80x99 customer service or customer management experience, preferably in Higher Education environment
• Senior xc2xb7 Five yearsxe2x80x99 customer service or customer management experience, preferably in Higher Education environment and at least two years supervisory or managerial experience

Duties and ResponsibilitiesResponsibilities:As the Academic and Student Experience Manager, you will be primarily responsible for the following:

• Accountable for the performance of the student affairs and student support portfolio of a campus xc2xb7 Student engagement xc2xb7 Contract management xe2x80x93 maintained student records xc2xb7 Student induction and orientation xc2xb7 Support to @risk students xc2xb7 Student and sponsor query resolution (take up a lot of time) xc2xb7 Campus implementation support to National Wellness team xc2xb7 Campus implementation support to National Employability team xc2xb7 Campus implementation support to National Employability team xc2xb7 SRC portfolios and student governance xc2xb7 Events support on campus

Operational process outputs (doing the operational work):

• Facilitate campus disciplinary process / Chair of student disciplinary committee (incl. enquiries) - Engagement with external stakeholders (escalated client liaison)- Fulfil the responsivities of a SAA as and when required

Management and Leadership (being done to achieve KPI's of accountability areas):1. Management: Planning xe2x80x93 compile the annual campus operational plans signed off by CGM and communicated to all stakeholders / formulate objectives, timeframes, SLAxe2x80x99s, standards for all activities processes xc2xb7 Implementation monitoring xe2x80x93 monitor implementation and progress of all activities and processes against plans, processes and objectives (KPIxe2x80x99s) xc2xb7 Reporting xe2x80x93 gave feedback on status and performance to relevant stakeholders in appropriate format and frequency xc2xb7 Processes and systems. Ensured that self and team applied and used processes and systems accurately and efficiently with 100% compliance (CE, MyLMS, case management, RB, timetabling, SIM, etc.) xc2xb7 Resourcing. Ensured sufficient people and other resources to deliver on all the expectations (allocated and re-allocate work to SAAxe2x80x99s xe2x80x93 workload balancing) xc2xb7 Problem solving and decision quality. Dealt efficiently and effectively with escalations, queries and complaints xe2x80x93 NB part of their job xe2x80x93 dealing with unhappy sponsors.2. Leadership: Talent acquisition, selection and onboarding xe2x80x93 appoint suitable candidates xc2xb7 Individual performance xe2x80x93 ensure role clarity and clear objectives; reviews; feedback; corrective actions xe2x80x93 addressed non-performance xc2xb7 Skill levels - training & development / coaching & mentoring xc2xb7 Culture and climate (motivation; energy; retention; support; communication and information sharing; engagement; discipline; recognition; empowered; care) xe2x80x93 maintain a healthy team climate and culture.3. Stakeholder engagement and communications- Key stakeholders identified and relationships initiated and maintained xc2xb7 In touch with what is happening in other departments / functions xc2xb7 Share relevant information and support othersxe2x80x99 deliverables appropriately xc2xb7 Expectations clarified and agreedFunctional and Behavioural CompetenciesFunctional competencies:

• Good understanding of relevant processes and systems
• MS Office Exposure to / experience with systems
• Project management skills
• Case management and other systems
• SLA management skills / matrix management skills

Behavioural competencies:

• Initiative and responsibility
• People leadership and development
• Relations and networking
• Influencing
• Effective communication (verbal and written)
• Analysis and judgment / problem solving
• Systematic approach (planning and organising)
• Steadiness (emotional tenacity)

Eduvos