Individual Contributor

JOB DESCRIPTION

Job Title

Associate/Senior Associate ( Student Information Officer / Sr Student Information Officer)

Date

4th April 2024

Function

Student Information Services

JD written by

SIS Manager

Reporting To

Team Leader

JD Approved by

Head of Student Information

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.

Nature of The Job

- The Student Information Officer will be responsible for responding to general student queries as well as requests from students relating to status letters, proof of registration, council tax certificates, references. They will deal with requests from students for course changes ( withdrawals ). In addition, they will deal with requests from students to attend alternative sessions and student attendance.
- The Student Information Officer will be a pivotal role in collaborating with colleagues and key stakeholders across professional and academic departments within ULaw for operational excellence and high standards of service that play a fundamental part creating an excellent student experience at the University of Law.
- The post holder will also be responsible for adhering to ULaw operating procedures, policies and regulations and will provide reports to Heads of Operational Services in relation to student information and administration upon request.
- The SI Officer typically is expected to have 4+ years of relevant experience.

Job Purpose

- The Student Information Officer at ULaw is responsible for providing guidance and support to current/prospective students throughout the enrolment process.
- This includes student specific inquiry about courses or classes and enrolment confirmation.
- To deliver timely, professional, and proactive services to staff and students.
- Providing Quality Driven Student experience throughout the Student Journey.

Organizational Structure

Manager

Student Information Services

Associate/Sr Associate

Team Leader

Key Accountability

Actions

Customer Service

- Provide a First – Class service to our students
- Think Critically to ensure student's query is understood and Due Diligence is followed to Minimize any risk for the Organization.
- Ensure all migrated processes are implemented within the timelines specified within the relevant SOP and often thinking out of the box to understand and resolve student's queries

Contribute to effective team work

- Identify your personal needs and work with your leads on how best to address them




- Set an example and a become subject matter experts to enable yourself to become more self-sufficient and with time train new joiners
- Regular and effective updates and knowledge sharing with the colleagues
- Demonstrate ownership of the assigned task and complete as per timelines and flag issues

Build and maintain process knowledge and demonstrate effective trouble shooting

- Be proactive in building and maintaining your process knowledge
- Demonstrate accountability for any work assigned and complete as per the deadlines ensuring quality guidelines are met
- Identify and flag any process issues and troubleshoot where required making effective use of tools available

Build and maintain effective relationships with stakeholders

To include

- Engage with and contribute to any working groups as assigned.
- Clear, concise, timely and accurate communication.
- Contribute to building relationships with the UK campus staff and central services

KRA’s

KPI’s

Provide a first – class service to our students

- 95% of calls to be answered within 20 seconds and call back the student if call disconnects
- 95% standard queries resolved within the same business day to 2 working days of receipt; holdings emails sent within the same business day of receipt for more complex queries, 5% resolved within 5 working days (for complex queries)
- Ensuring FCR target of 90% is met
- Meet the case load Target of 40-45 cases per day
- Think Critically to ensure student's query is understood and Due Diligence is followed to Minimise any risk for the Organisation
- Ensure all migrated processes are implemented within the timelines specified within the relevant SOP and often thinking out of the box to understand and resolve student's queries

Contribute to effective team work
- Identify your personal needs and work with your leads on how best to address them
- Set an example and a become subject matter experts to enable yourself to become more self-sufficient and with time train new joiners
- Regular and effective updates and knowledge sharing with the colleagues
- Demonstrate ownership of the assigned task and complete as per timelines and flag issues

Build and maintain process knowledge and demonstrate effective trouble shooting
- Be proactive in building and maintaining your process knowledge
- Demonstrate accountability for any work assigned and complete as per the deadlines ensuring quality guidelines are met




- Identify and flag any process issues and troubleshoot where required making effective use of tools available

Build and maintain effective relationships with stakeholders To include:
- Engage with and contribute to any working groups as assigned.
- Clear, concise, timely and accurate communication.
- Contribute to building relationships with the UK campus staff and central services

The Key Result Areas (KRAs) and Key Performance Indicators (KPIs)should be assessed biannually to ensure that the person carrying out the job is consistent performance aligned with Potential challenges in measuring performance due to complexities in organizational processes that hinder target achievement need to be considered.

Desired Profile

Qualification

- Bachelor's degree in a related field
- At least 3-5 years of experience in a similar role
- Proficient in Microsoft Office and CRM software
- Experience in higher education or a related field is preferred

Skills

- Excellent oral and written communication skills in English (similar to native tongue)
- Diplomatic and assertive manner
- Takes pride in completing work to a high standard
- Ability to identify and logically analyze issues and suggest/implement solutions
- Attention to detail and accuracy
- Ability to work with people at all levels of seniority
- Polite, reliable, helpful and positive attitude.
- Ability to cope when under pressure
- Experience in voice process

Relevant

Experience

- Excellent organizational skills

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 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.

📌 Senior Associate - Student Services (Hyderabad)
🏢 GEI
📍 Hyderabad