Student Support Accommodation Manager at The National Student Financial Aid Scheme(NSFAS)

POSITION OVERVIEW:

• To manage the student accommodation application and query process efficiently, ensuring adherence to relevant policies and procedures, including overseeing a centralised query handling mechanism and leading dispute resolution processes

RESPONSIBILITIES:
Policy, Systems and Procedure Implementation.

• Ensure all student accommodation query and dispute processes comply with institutional policies and standards.
• Maintain and improve systems and procedures that support an effective, centralised query handling mechanism.
• Promote consistent policy application across all team activities.

Core Strategic/Operations Objectives Implementation

• Oversee and manage all student accommodation application queries, ensuring accurate and timely responses aligned with institutional policies.
• Implement and manage a centralised query tracking and resolution system to ensure consistent service delivery.
• Lead the dispute resolution process related to student accommodation applications and allocations.
• Ensure strict adherence to relevant accommodation policies, guidelines, and regulatory requirements.
• Manage, coach, and develop a team responsible for handling student accommodation queries and related services.
• Collaborate with internal stakeholders, such as residence offices and student services, to ensure smooth query flow and resolution
• Provide regular performance and compliance reports to the Senior Manager.
• Identify opportunities to improve processes, systems, and customer experience within student accommodation support

People Management & Ethical Leadership

• Lead the direct reports by setting clear goals, providing coaching, performance feedback, and development opportunities.
• Promote ethical behaviour, integrity, and a culture of compliance across the team.
• Manage workloads to balance operational demands with employee well-being and growth.

Project Management & Leadership

• Manage projects aimed at improving the student accommodation query process and systems.
• Lead initiatives to enhance dispute resolution frameworks and student support mechanisms.
• Monitor project progress and ensure delivery within agreed timelines and quality standards.

Budget Optimisation

• Support financial planning for the query and support team, ensuring efficient use of resources.
• Monitor operational expenditure related to student accommodation support activities.
• Identify cost-saving or efficiency opportunities that do not compromise service quality

Compliance Monitoring and Evaluation

• Monitor adherence to policies, regulations, and service standards within student accommodation support activities.
• Conduct regular audits and evaluations of query handling and dispute resolution effectiveness.
• Implement improvements based on findings to reduce risks and enhance service compliance

Reporting and Accountability

• Prepare and present regular and ad hoc reports to the Senior Manager on student accommodation query volumes, resolution rates, dispute outcomes, and team performance
• Ensure accountability for meeting key service delivery and compliance targets.
• Drive continuous improvement based on data insights and stakeholder feedback

DESIRED SKILLS AND EXPERIENCE
Minimum requirements:

• NQF Level 7 qualification in Social Sciences, Business Administration, Property, or related field
• Driver’s License
• 5 years’ experience in managing student services, customer support, or accommodation functions, preferably in a higher education environment.
• 3 years supervisory experience
• Strong working knowledge of policy adherence and dispute resolution processes

Preferred

• NQF Level 8 qualification in Social Sciences, Business Administration, Property, or related field
• Driver’s License
• Over 8 years’ experience in managing student services, customer support, or accommodation functions, preferably in a higher education environment.
• 5 years supervisory experience
• Strong working knowledge of policy adherence and dispute resolution processes

Skills and Competencies

• Analytical
• Problem Solving
• Critical Thinking
• Communication
• Customer-Service Orientation
• Data Analysis
• Conflict resolution
• Product knowledge
• Quality Assurance
• Adaptability