JOB DESCRIPTION

Job Title

Team Leader (Future Students)

Date

26/02/2026

Function

Student Services

JD written by

Head of Admissions

Reporting To

Manager

JD Approved by

Director of Admissions

Brand

ULAW

Work Location

Hyderabad

About GUS Education India (GEI)

GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

Job Purpose The Team Lead role is responsible for organising and overseeing the day-to-day workloads for their respective Officers/Coordinators in collaboration with others in the Management Team ensuring a fast and efficient applicant service, promoting customer service excellence to support the University’s ambition of becoming the University of choice to the professions.

The post holder will be part of the Management Team acting as a first point of escalation for Officers/Coordinators on all admissions related matters.

The Team Leader will be expected to have a broad overview and understanding of the applicant journey and will be expected to build specific expertise as required to support the Department.

Organizational Structure

Manager

University Services

Team Leader

University Services

Key Accountability

Actions

Team Management

- Act as a central source of knowledge for admissions delivery by motivating, coaching and developing staff ensuring they are empowered and enabled to deliver customer service excellence.
- Co-ordinate the day-to-day workload of the Team including staff development, performance management and managing the workload by taking proactive approaches to meet SLAs, ensuring an effective and high-quality admissions service is delivered.
- Lead by example, demonstrating best practice for all to follow; to develop good relationships with all stakeholders and promote and support a positive and energetic working environment.
- Ensure a thorough knowledge of all products offered and that this knowledge is transferred to the Officers/Coordinators as required via delivery of relevant training and support.
- Champion process efficiency within the customer facing functions and act as a key custodian of ‘the customer’ experience.
- Provide regular pipeline updates on service level agreements, targets and key performance indicators to the Senior Management Team as required.
- Implementing and maintaining a robust quality auditing process that ensures accuracy and consistency of completed work and identifying themes within the audit that can be addressed to achieve departmental KPIs.
- Deputize for the members of the Management Team where necessary.

Admissions

- Proactive application management of a range of products as determined by the Senior Management Team, in terms of meeting SLA standards of application review and response.
- Ensure accuracy and consistency within offer making by auditing decisions and offers processed for relevant courses.
- Ensure all queries from prospective students/applicants are dealt with in accordance with SLAs and Quality Standards, through monitoring and developing reports.




- Manage escalated applications for consideration and proactively ensure outcomes are determined and communicated to students within agreed timeframes, in accordance with Admissions-related Policies.
- Undergo intensive periods of training each academic year to facilitate knowledge transfer and to help develop the teams knowledge base
- Assist with additional admissions-related tasks as directed by the Senior Management Team, delegating and assigning tasks to Coordinators/Officers where appropriate.
- Support Admissions Operations with User Acceptance Testing and developing IT related project briefs as directed by the Senior Management Team
- Provide admissions support at events being conducted for admissions-related activity.

Market Expertise / Customer Focus

- Champion process efficiency within the customer facing functions and act as a key custodian of ‘the customer’ experience.
- Work collaboratively across all operational areas of the institution to ensure recruitment is maximized.
- Liaise with partners, agents and firms where necessary, ensuring a seamless, proactive service to all stakeholders.
- Develop and maintain excellent working relationships with all conversion partners including Marketing, Recruitment, Conversion, USC, Student Records and Journey Teams.
- Contribute to the continuous review of admissions processes, with the aim of optimizing the ‘flow’ of work around supporting the customer, looking at both systems based and procedural improvements to increase efficiency.
- Deal with feedback from unsuccessful applicants and any informal complaints regarding Admissions escalating to the Senior Management Team where appropriate.
- Represent Admissions in operational forums across the University as appropriate.

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Future Student Team Manager and other members of Admissions Management Team from time to time.

Desired Profile

Qualification

- Native level of English language proficiency
- Graduate level or equivalent

Skills & Knowledge

- Adept at producing reports and dashboards to monitor performance
- Excellent administrative and analytical skills with a keen eye for detail
- Able to communicate effectively with senior stakeholders on issues affecting their work
- Demonstrates ownership to resolve challenging customer issues but is able to escalate when necessary
- Ability to empathize with and prioritize customer needs
- Focus on business process improvement through encouraging ideas, strategic approach and apply lean/quality methodology to improve the overall client experience & drive efficiencies within team
- Good comprehension skills with the ability to clearly understand and address customer issues appropriately
- Good composition skills with the ability to compose grammatically correct, concise and accurate written responses
- Actively seeks solutions through logical reasoning and data interpretation skills,



and identifies trends to appropriate channel including improvement suggestions
- Ability to work to targets and to meet set objectives
- Proactive and capable of taking ownership of a student query till resolution
- Ability to exercise judgement in line with organisational strategy prioritising work as appropriate

Behavioural Skills

- Ability to lead by example and motivate line reports
- Able to delegate tasks and responsibilities as appropriate
- Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally
- Positive & enthusiastic attitude.
- Student focused with a passion for customer service and for continued improvement.
- Empathetic to contemporary student issues
- Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone
- Thorough in their approach to work with a meticulous eye for detail
- Proactive and capable of taking ownership of a student query through to resolution
- Strong listening skills; able to identify solutions for students quickly and clearly
- Able to act as an objective conduit between management and frontline staff
- Able to guide and influence junior staff on a day-to-day basis
- Ability to embrace change in a professional environment

Relevant

Experience

- Experience of leading a team
- Experience of managing staff, including performance management
- Leading teams of peers by example, able to manage and delegate workloads within a peer group effectively
- Working within a customer service environment, and in dealing with customers via a variety of communication mediums including face-to-face, on the phone, via email and social media.
- Managing, prioritising, scheduling of own tasks and those of the team.
- Managing large volumes of work in a customer facing role
- Working in roles where an impeccable level of accuracy is key
- Working in a target focused environment
- Consistently administering policies and protocols

GUS Values

- GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
- There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

Benefits

- At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
- This role is a full-time position with a market-competitive salary and benefits package.
- The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
- To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
- The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which include 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totaling to 45 days’ time off in a year.

📌 Team Lead - University Services (Hyderabad)
🏢 GEI
📍 Hyderabad