JOB DESCRIPTION

Job Title

Team Leader

Date

Jan-2026

Function

Student Services

JD written by

Head – Student Services

Reporting To

Associate Manager - Registry

JD Approved by

Head – Student Services

Brand

UCW

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.

Nature of The Job

This is an operational leadership role responsible for managing day-to-day student affairs support functions for University of Canada West (UCW). The role combines:

- Team Management – Leading, coaching, and performance-managing a team of Administrative Assistants.
- Operational Oversight – Ensuring SLA adherence, quality control, productivity monitoring, and escalation handling.
- Client & Stakeholder Coordination – Acting as a liaison between GEI and UCW stakeholders.
- Process Governance – Conducting audits, driving process improvements, and ensuring policy compliance.
- Job Purpose The Team Leader – UCW Student Affairs is responsible for leading and managing the administrative support team servicing University of Canada West (UCW), one of the Canadian brands under Global University Systems (GUS).

Reporting lines The role ensures operational excellence, service delivery efficiency, stakeholder satisfaction, and team performance management while maintaining GEI standards and UCW service expectations.

Organizational Structure

Associate Manager

Team Lead

Key Accountability

Actions

Team Leadership & Management

- Lead, coach, and manage a team of Administrative Assistants.
- Plan and manage employee schedules to ensure optimal coverage, especially during peak periods.
- Conduct structured 1:1 meetings, performance reviews,



and periodic evaluations.
- Identify performance gaps and implement improvement action plans.
- Support hiring, onboarding, and training of new team members.
- Ensure effective night shift management and employee engagement.

Operations Management

- Oversee day-to-day operations of UCW Student Affairs support.
- Ensure timely and accurate resolution of student queries, complaints, and escalations.
- Monitor SLAs, quality benchmarks, and productivity metrics.
- Conduct regular audits and quality checks to maintain service standards.

Stakeholder & Client Management

- Act as a liaison between GEI and UCW stakeholders.
- Ensure seamless communication and coordination across teams.
- Deliver world-class customer support aligned to UCW expectations.
- Build and maintain strong client relationships.

Process Excellence & Continuous Improvement

- Develop and implement programs to enhance:
- Customer experience
- Operational productivity
- Process efficiency
- Service quality
- Identify process gaps and recommend improvement initiatives.
- Leverage data analytics for performance tracking and reporting.

Compliance & Governance

- Ensure adherence to GEI Code of Conduct.
- Maintain compliance with Equality & Diversity, Health & Safety, and Safeguarding policies.
- Undertake additional responsibilities as assigned by the reporting manager in line with business needs.
- Desired Profile

Education

- Bachelor’s Degree (Mandatory)
- MBA (Administration or relevant specialization) – Preferred

Skills

Essential

- Advanced MS Excel
- Power BI
- Salesforce (preferred)




- Reporting & Data Analysis
- Understanding of financial concepts
- Strong written and verbal communication skills
- People management & coaching
- Client relationship management
- Analytical & problem-solving ability
- Strong organizational & time management skills
- Ability to work in high-volume, deadline-driven environments
- Attention to detail and accuracy
- Relevant Experience

- · Minimum 3+ years of experience in a team leadership role.
- · Background in customer service, operations, or service delivery environment.
- · Experience handling escalations and stakeholder communication.

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 includes 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 - Student Services (Hyderabad)
🏢 GEI
📍 Hyderabad