Head: Student Experience - Midrand at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Design, Implement and Monitor Student Touchpoints

• Manages the campus student experience annual calendar of events and student operational support interventions
• Continually reviews student experience processes and procedures are in place to ensure that outputs are high quality and effective
• Consolidates and supports the delivery of the multidepartment plans and ensures synergy and cohesion across departments
• In collaboration with the National Portfolio team supports national events and initiatives to be implemented throughout the calendar year
• Plans and oversees the new student Orientation program from a student operations perspective
• In collaboration with the SMT oversight of campus communication strategy to students regarding student operational and student experience matters
• Continuously gathers and reviews student platforms and entry points of feedback to proactively align the campus student experience activities and interventions

Holistic Student Support and Experience

• Leverages the VC Voice and Student Committees as a tool to collect and disseminate information and feedback
• Supports and point of escalation to addresses student queries and connects the student to the correct member of staff to resolve queries
• Drives intentional, collaborative, connected and responsive student intervention strategies to deliver student experiences that promote learning and development beyond the classroom
• Develops, manages and runs student mentorship and leadership workshop and programs
• Assist departments deal with general and complex student enquiries with the objective of identifying and remedying issues
• Ensures multidepartment synergy and cohesion to ensure seamless student experience
• Drives visibility, inclusion and awareness around each departments function relating to the student experience
• Maintain and drive a positive, empathetic and professional attitude toward our students
• Maintain a good knowledge of products and policies to advise students and staff accordingly

Oversight of Corporate Social Investment (CSI)

• Oversees the annual Corporate Social Investment (CSI) implementation plan and monitors the impact of this plan
• In collaboration with the Student Wellness Manager facilitates and grows relationships with identified CSI beneficiaries
• Monitors the CSI budget and reports on successful outcomes
• Supports the rollout of requirements of CSI projects in conjunction with other departments
• Creates and disseminates communications to highlight CSI success.

Administration, Reporting and Budget Management

• Supports the campus team with any audits that may require administration.
• Maintains records across various responsibilities including student discipline, student experience events, projects and interventions
• Record keeping of student disciplinary matters and their outcomes
• Processes bursaries for the different student bodies in conjunction with relevant portfolio managers e.g. VC Cares and Student Wellness Manager
• Compiles ad hoc administrative reports needed by either National, The IIE, or ADvTECH
• Creates the annual budget for Student Experience team and manages, forecasts and reports on these budgets in conjunction with campus Finance

Student Experience Team Management and Guidance

• Supports the development of individual departmental plans as aligned to the overall campus student experience plan
• Tracks and manages performance of Student Experience campus team
• Maintains oversight of all projects, events and interventions relating to the campus student experience
• Monitors compliance to specific departmental policies and procedures
• Oversees and manages fulfilment of Services Level Agreements (SLA's) across the various departments and external stakeholders
• Provides support to the team via mentoring, performance management and staff development
• Student Discipline Management
• Deals with student discipline issues that may arise on campus such as ones that contravene the student code of conduct
• Addresses student disciplinary issues in consultation with the Campus Head
• Where appropriate ensures that student disciplinary measures are corrective in nature
• In collaboration with the Academic Operations and Academic teams ensures that student disciplinary outcomes are contextualized so that outcomes are finalised appropriately
• Creates awareness around the Safe Campus Policy.

Minimum Qualification Requirements:

• Bachelors Degree / Advanced Diploma in Education OR Marketing, Communications or similar field (NQF Level 7)

Ideal

• Postgraduate Diploma / Bachelor Honours Degree (NQF Level 8) preferrable

Minimum Experience Requirements:

• Minimum of 2 years Student Administration and 4 years experience in Operations/Academic/ Student Support
• 3 years experience of Operational Management / Project Management
• 3 years experience of Leadership/ Supervision (for external candidates)
• 3 years in Customer Services