About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Who We Are</b></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">As Singapore's first institute for lifelong learning, the Singapore University of Social Sciences (SUSS) champions inclusivity to bring education to all and ensure that they are given equal opportunities to develop to their fullest potential in our diverse learning environment.</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We advocate for the same for our people. We believe everyone should have equal opportunities and develop to their fullest potential in their careers.</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Embark on an exciting lifelong journey with us in making a positive difference in your career and serving our society.</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">For more information on Singapore University of Social Sciences, please visit <a href="http://www.suss.edu.sg/">www.suss.edu.sg</a></span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About The Job</b></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">The successful candidate will manage complex student cases, investigate and resolve escalated issues, and collaborate with Schools and administrative departments to support student success. The role requires strong analytical and problem-solving skills, sound judgement, and the ability to work effectively with stakeholders to navigate complex situations and deliver appropriate outcomes. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What You Will Be Doing</b></H2> </div><div><p><span style="text-decoration:underline"><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Key Responsibilities: </span></strong></span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Student Case Management & Operations </strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Manage and resolve complex student enquiries, appeals, feedback, and escalated cases, ensuring timely and appropriate outcomes.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Conduct comprehensive case investigations through the review of policies, student records, system data, and supporting documentation.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Analyse complex situations and recommend solutions that balance policy intent, fairness, operational considerations, and student impact.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Assess risks and downstream implications of decisions before implementing or recommending resolutions.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Collaborate closely with Schools, academic departments, and administrative units to facilitate effective case resolution.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Exercise sound judgement and independent decision-making in situations where established guidelines or precedents may not fully apply.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Maintain accurate case records, documentation, and follow-up actions in accordance with service standards and timelines.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Manage sensitive and escalated student interactions professionally, demonstrating strong service recovery and stakeholder management skills.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Identify recurring issues, process gaps, and opportunities for service and operational improvements through trend analysis and case insights.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Service Operations & Quality </strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support continuous improvement initiatives by reviewing and enhancing operational processes, workflows, and service practices.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Maintain knowledge resources and operational documentation to ensure service consistency and effectiveness.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Contribute to case reviews, quality monitoring, and the development of best practices for complex case management.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Assist with operational reporting, data analysis, and service improvement activities to support informed decision-making.</span></li> </ul> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Projects & Continuous Improvement </strong></span></p> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support projects, system enhancements, and process improvement initiatives across Student Services.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Participate in system implementation and testing activities to ensure effective service delivery.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Assist in data analysis, reporting, and operational reviews to support business improvements.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Contribute to initiatives that enhance operational efficiency, student experience, and service outcomes.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirements</b></H2> </div><div><ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Degree holder with relevant experience in student administration, case management, customer service, operations, or related fields. Experience in higher education, public service or contact centres will be advantageous.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strong analytical, critical thinking, and problem-solving skills, with the ability to investigate issues, evaluate information from multiple sources, and make sound recommendations.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Ability to interpret and apply policies effectively while balancing student needs, operational considerations, and institutional requirements.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strong communication and stakeholder management skills, with the ability to collaborate effectively across diverse groups.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Highly organised, detail-oriented, and able to manage multiple priorities in a dynamic environment.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Ability to exercise sound judgement, handle sensitive matters professionally, and navigate complex or ambiguous situations.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Customer-centric mindset with a commitment to delivering fair, timely, and effective outcomes.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Willingness to support operational requirements, including occasional evening and weekend work during peak periods.</span></li> </ul></div></div></div>