Job Vacancies at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Student Registration and Academic Progression Counselling

• Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish for change within a semester, between semesters or between years of study.
• Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out- etc.) to ensure that student is advised correctly.
• Supports the Senior Customer Relations Officer, Campus Deputy Head and/ or Head: Academic Operations in co-ordinating the Retention Project on campus. 

Active Student Engagement and Support

• Delivers the academic orientation programme for new and returning students by means of the programme information presentations, on overview of pertinent academic policies and an outline of the academic year etc. 
• Manage the dissemination of policies (new and updates).
• Attends informal meet-and-greet sessions with students.
• Facilitates Programme information Session by addressing students in class with a view to explain and induction the students on the relevant policies and procedures that govern student life on campus.
• Facilitates follow-up Programme information Sessions by way of email broadcasts that occur throughout the year and that drip feed policy and procedure related information to the students as is deemed necessary by the Academic Operations Department.
• Conducts periodical class visits to canvas student concerns and share relevant information. 
• Provides assignment submission support with regards to the correct anti-plagiarism tool applicable to the respective programme.

Student Query Resolution

• Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations Officer where appropriate.
• Captures details of all student contact made by the Customer Relations Centre on the academic system.
• Provides various letters/documents that are generated from the academic system on request by students.
• Assists with unresolved queries from The Students HUB and escalates queries to the Senior Customer Relations Officer where quires require further attention.
• Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution 

• Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

Team Support, General & System Administration

• Responsible for ensuring all students notes are captured in the academic System. 
• Maintains a good knowledge of products and policies in order to ensure that students are advised correctly. 
• Identifies and flags student query trends and escalates these identifies trends to the Senior Customer Officer where required.
• Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution of student queries.
• Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
• Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole. 

Competencies required:

• Advanced Interpersonal and communication skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Qualification Requirements: 

• Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous.

Minimum Experience Required: 

• Minimum of 2 years administrative and customer service experience, and 1 year of operational management/ project management experience.      

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Duties and Responsibilities:

Credit Accumulation 

• Assists with the capturing of students' automatic credits on the academic system
• Ensures that all data entries for the summative assessment calculation have been complied with
• Ensures that the summative assessment outcome is correct and thereafter is responsible for the release of these results on the student portal

Post Assessment Mark Collation 

• Co-ordinates the marking process with lecturers and ensures these marking deadlines are adhered to and managed according to the timeline
• Co-ordinates the marking deadlines with the relevant Programme Manager to ensure there are no delays in the process
• Ensures that result capture sheets are emailed to lecturers timeously for electronic completion
• Captures the results / imports result capture sheets into the academic system
• Completes regular audits on all activity logs relating to the marking process and ensures that all scripts are accounted for at any given point in time
• Ensures that all Integrated Curriculum Engagement (ICE) results are captured by the lecturer outside the system
• Facilitates the process of Individual Integrated Curriculum Engagement (ICE) task marking by managing the milestone dates with lecturers
• Proactively applies early detection mechanisms to ensure that student queries relating to results discrepancies are minimal during peak assessment time
• Verifies scripts received against the marks captured on the mark sheet for the Online Centre and submits the mark sheet to the Online Centre for processing on the academic system thereafter

Cumulative Assessment Mark Release (Formative) 

• Captures all formative assessment results
• Compiles the Question by Question analysis when requested
• Ensures that all results entries captured for the Cumulative Assessment (CASS) calculation have been complied with
• Ensures that the cumulative assessment determination results also include ICE (Integrated Curriculum Engagement) assessment results

Internal Moderation

• Supports the campus Academic department in accessing scripts required for the internal moderation and decentralised marking process, as well as for the marking centre
• Assists with the selecting and scanning of scripts for moderation and completing the activity logs pertaining to the steps involved in results processing, moderation and storage of an assessment
• Liaises with the relevant Programme Manager responsible for deciding which scripts are moderated, and once confirmed, prepares all documents required for the moderation process to take place
• Updates the Internal Moderation Tracking Grid accurately and timeously

External Moderation 

• Assists with scanning necessary scripts and uploading them on to the moderation tracking system and assigning this to the relevant Central Academic Team (CAT) member
• Completes the Moderation Control Sheet (MCS) to be included with every set of External moderation
• Ensures that the Moderation Control Sheet (MCS) and scripts/Portfolios of Evidence (POE's) are attached and assigned to the relevant Central Academic Team (CAT) and the Head of Programme (HOP) outcome is actioned correctly as per the release instruction on the MCS at campus level
• Updates the External Moderation Tracking Grid accurately and timeously

Post Assessment Mark Release  

• Ensures that results are captures accurately against the script
• Ensures that results capturing is up-to-date and released timeously on the system for students to view their system
• Notifies students with overdue accounts of supplementary entry requirements where applicable

Script Viewing and Remarks 

• Identifies and co-ordinates script viewing requests made on The Student Hub reports and informs the Academic department to arrange a viewing appointment with the student
• Identifies and co-ordinates remark requests made on The Hub and checks that payment has been made in respect and co-ordinates the remark with an appropriate marker thereafter
• Follows up on the remark process to ensure that it happens within the allotted time
• Ensures that the correct outcome is applied once the remark has been completed and returned to the Results Centre as per policy
• Flags any marking discrepancies or concerns with regards to moderation and remarks with the relevant Academic staff member
• Responsible for the archiving of scripts and Portfolios of Evidence (POE's) for on and off site storage in line with the policy

Team Support & General

• Assists with campus specific projects/ events (e.g Graduation, Open Day etc)
• Collaborates with all departs on campus to facilitate optimal
• Complies with The Protection of Personal Information Act (POPIA) legislation relevant to Results Centre

Competencies Required:

• Advanced Interpersonal and Communications skills
• Computer and System Proficiency
• Planning & Time Management Skills
• Results Driven and able to handle pressure
• Highly Ethical
• Systematic with an Eye for Detail
• Advanced Administrative and Organisational skills

Minimum Education Requirements:

•  Minimum of a Higher Certificate (NQF level 5), National Diploma (NQF level 6) or above advantageous

Minimum Work Requirements:

• Minimum of 2 years administrative experience