Programme Support Administrator at AIE, Academic Institute of Excellence

About the job

• The institute has a job opening for a Programme Support Administrator within our Student Support department. As the Programme Support Administrator, your primary objective is to provide comprehensive administrative support to the Qualifications Coordinator. This support is crucial in maintaining the academic wellbeing of students and qualifications aligned with the company's vision.
• Your role involves performing various administrative tasks, including but not limited to evaluating individual student and class performance to pre-empt potential issues. Additionally, you will be responsible for managing and responding to student support queries through various channels, such as phone, email, and our online ticketing system.
• Overall, you will play a vital role in ensuring that all outputs and outcomes are aligned with the company's vision, supporting the Qualifications Coordinator in achieving the holistic health and success of the faculty.

Position Duties & Responsibilities

Student Interaction Tasks

• Be available as liaison to hear student concerns and demonstrate commitment to students’ well-being.
• Be available during Summative Testing periods to assist and support administrative functions on campus
• Advise students of support mechanisms open to them, as well as policies and regulations applicable to them.
• Acknowledge and respond to tickets and emails promptly.
• Acknowledge and respond to live chats promptly and correctly.
• Assign complex queries to the relevant Qualification Co-ordinator while keeping the student/sponsor informed.

Administrative Tasks

• Ensure that the Student Monitoring Policy is correctly implemented.
• Routine quality checks to ensure classes are recorded, the sound is up to standard, and the correct company branding is used.
• Liaise with the relevant Programme Lead/lecturers by ensuring marks are allocated on the portal.
• Accurately create and distribute Statements of Results.
• Recognize patterns of problems and pre-empt issues by providing and managing the implementation of solutions.
• Assist with the re-registration process of students.
• Assist the Qualifications Co-Ordinator by ensuring the student portal is ready for each new intake in terms of subject information.
• Assist the Qualification Co-Ordinator and Exam Officer with ad-hoc DHET examination-related tasks such as term mark calculation, permit cross-outs, and mark sheet updates.
• Assist by creating and maintaining timetables, uploading assessments, creating online classes, and assigning lecturers to respective subjects.
• Assist with late shifts and Saturday class shifts when needed.
• Assist with drafting any official documentation and send it to management for vetting, such as confirmation letters and letters of good standing.
• Ensure that relevant meeting agendas are updated, and tasks are completed as per the due dates.
• Manage resources on SharePoint and ensure filing is neat and up to date.

Technical Support Tasks

• Assist with basic IT/Software-related queries by accessing a student’s computer remotely or on campus.
• Liaise with the IT department for any technical issues the students encounter (e.g., Student Portal).

Application Requirements:

• Educational Qualification: Minimum Grade 12 certificate with full Mathematics. A Diploma or Degree in Business Management or Business Administration is preferred.
• Professional Experience: At least 2 years of experience in administration or a related role.

Technical Proficiency:

• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, PowerPoint, SharePoint, Teams, etc., at an intermediate to advanced level.
• Demonstrated ability to quickly learn, understand, and effectively use new technology and systems.

The following attributes are linked to the Code of Conduct for general staff and Code of Ethics for Senior and Top Management. These points indicate the kind of behaviour that is expected:

• Client-Focused Approach: Display a respectful, approachable, and supportive attitude when interacting with clients, peers, and colleagues.
• Sense of Urgency: Demonstrate decisiveness and the ability to respond and act quickly to resolve issues efficiently.
• Emotional Resilience: Maintain composure and control over emotions, especially in challenging customer service scenarios.
• Ability to Perform Under Pressure: Thrive in high-pressure environments while maintaining efficiency and accuracy.
• Attention to Detail: Ensure precision and accuracy in all tasks, with a commitment to excellence.
• Innovative Problem-Solving: Develop creative and practical solutions to address challenges and improve processes.
• Senior-Level Interaction: Confidently engage with external clients and suppliers at senior levels to foster professional relationships.
• Professional Communication Skills: Exhibit polished phone and email etiquette, ensuring clarity and professionalism.
• Interpersonal Excellence: Possess exceptional communication and people skills to build and maintain strong relationships.
• Self-Driven and Independent: Work effectively with minimal supervision, demonstrating a high level of initiative and reliability.
• Problem Assessment and Escalation: Accurately evaluate situations, determine the severity of issues, and escalate appropriately when needed.