Student Support - Manager (Job Vacancy)

Global University Systems (GUS) is focused on becoming one of the world’s most dynamic, inclusive, and diverse education organisations. GUS is an international network of higher education institutions, brought together by a shared passion for accessible, industry-relevant qualifications. GUS delivers a wide variety of programmes, including bachelor’s degree programmes, master’s degree programmes, professional training, English Language training, and corporate & executive education. When someone chooses to study at one of our institutions– whether on campus in Europe, North America, or even in their own home – they’re joining a network of 100,000 students worldwide. When you decide to work with GUS, you will be joining an industry leading, global organisation that has a reach in over 150 different countries. Position: We are seeking a dynamic and experienced Team Manager to lead our Student Support team. The ideal candidate will be responsible for overseeing the overall student application lifecycle management for the regions assigned, ensuring high levels of student satisfaction, retention, and adoption of our products and services. The Team Manager will play a pivotal role in driving the continued value of our offerings by establishing trusted advisor relationships with students and effectively managing the team to deliver exceptional support. Student Engagement, Application Management & Ongoing support: Once a student application is received, it's essential to provide ongoing support to ensure that they continue to succeed. This will involve proactive outreach, answering questions, providing resources, and troubleshooting issues. Build long-term relationships that benefit both the customer and GUS. • Lead and manage the Student Support team, providing guidance, coaching, and support to ensure team members meet performance targets and deliver exceptional service. • Develop and implement team goals, objectives, and KPIs aligned with organizational objectives, and regularly monitor and report on team performance. • Foster a positive and inclusive team culture that encourages collaboration, innovation, and continuous learning. • Oversee the overall student application lifecycle management for the assigned regions, including onboarding, training, adoption, retention, and satisfaction. • Establish and maintain effective communication channels with internal and external stakeholders, including senior-level management, to understand student needs, gather feedback, and communicate learnings. • Utilize data and analytics to identify trends, opportunities, and areas for improvement, and develop strategies to enhance the student experience and streamline processes. • Lead the development and implementation of student success strategies, best practices, and support content, working closely with the creative team. • Drive process improvements and operational efficiencies within the Student Support team, leveraging technology and automation where applicable. • Ensure accurate and timely reporting on student success metrics and data, and use insights to inform decision-making and drive continuous improvement. • Collaborate with cross-functional teams to streamline processes, resolve issues, and enhance the overall student experience. • Provide leadership and guidance in resolving escalated student issues and concerns, ensuring a positive experience throughout the student lifecycle. • Stay abreast of industry trends, institutional policies, and regulatory changes related to higher education and immigration, and ensure team members are informed and equipped to provide accurate assistance to students. • Foster a culture of excellence and accountability within the team, recognizing and rewarding high performance, and providing support and development opportunities for team members. • Lead by example, demonstrating a strong commitment to customer service, professionalism, and integrity in all interactions with students, colleagues, and stakeholders. Developing programs and procedures to enhance student experience, process, productivity, and performance. Liaison with stakeholders at various levels and help the team complete accurate enrolment promptly while delivering world-class service to our students. • Own overall student application lifecycle management on regions assigned, which includes managing onboarding, training, increasing adoption, ensuring retention, and high levels of student satisfaction. • Maintain and develop student success strategies and best practices, as well as student support content, with the help of the creative team. • Communicate effectively with both internal and external senior-level management to understand student needs, maximize retention, and communicate learnings. • Maintain student success metrics and data as directed. Requirements: • Bachelor’s Degree or MBA • 7+ Years of experience in leading customer support team and leading business development team • 10+ years’ experience in International Student Recruitment, leading Student counselling team and Experience working in the education industry is a plus. • Ability to lead and inspire a large customer service team. • Strategic thinking and decision-making skills. • Demonstrated ability to set and achieve organizational goals • Excellent verbal and written communication skills. • Ability to communicate effectively with both team members and customers • Strong analytical and problem-solving skills. • Proactive approach to identifying and resolving customer issues • Experience in recruiting, training, and managing customer service teams. • Ability to motivate and develop team members. • Flexibility to adapt to changing customer needs and industry trends. • Openness to adopting new technologies and methodologies. • Ability to make informed and timely decisions. • Comfortable making decisions in high-pressure situations. • Familiarity with customer service software and CRM systems. • Ability to leverage technology to enhance customer service operations • Focus on maintaining and improving service quality standards. • Implementing quality assurance measures. • Efficient time management skills to prioritize tasks and meet deadlines. • Balancing multiple responsibilities effectively Evening Shift: EMEA and North American Regions. Other information: Please note this position is only available on our Consultancy agreement. We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company. We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process. Please share your CV in English. We wish you every success. GUS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.