(JD)

Job Title

Specialist (Senior Student Information Officer)

Date

4th April 2024

Function

Student Information Services

JD written by

SIS Team Leader

Reporting To

Team Leader

JD Approved by

Student Information Services Manager

Brand

ULaw

Work Location

Hyderabad

About GUS India

- GUS Education India (GEI) is a service wing of Global University Systems (GUS) based in Europe. In India, we are a full-service digital marketing agency that delivers scalable online marketing services to Global University Systems’ and its associated brands.
- As a frontrunner in building digital eminence for a fleet of academic brands, GUS Education India is a rapidly growing organization that believes in achieving success through innovation.

JOB PURPOSE

- The Senior 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.

ORGANIZATIONAL STRUCTURE

Manager

Student Information Services

Team Leader

Student Information Services - 4

Senior Student Information Officer (Specialist)

Open Positions -

PRINCIPAL ACCOUNTABILITIES

RESPONSIBILITIES

ACTIONS

SENIOR STUDENT INFORMATION OFFICER

- Working as part of the Student Information team providing exceptional customer service to staff and students across all programmes by phone, email and online/digital platforms.
- Resolving enquiries from students and staff ensuring accurate and professional information at all times in keeping with the expectations and standards required by the university and our stakeholders.
- To work within the policies and procedures set by the University and administer the student life cycle from start to end of their studies.
- To lead on the implementation and monitoring of assigned processes, supporting the Team Leaders with the training and development of new staff.
- To step up and deputise for the Student Information Team Leaders where required.
- You will be required to promote and sustain a constructive, supportive, and friendly working relationship with all clients and staff.
- To act as the first point of contact for all enquiries from students, ensuring that a prompt and polite response is given at all times. Provide information, advice,



and support on a range of non-academic enquiries and signposting to other specialist support services where required.
- Resolve all queries, requests, and administrative processes in a timely and productive manner in accordance with established standard operating procedures, service level agreements and key performance indicators. Ensure that each query and request is dealt with seamlessly.
- To proactively develop an understanding of the programme portfolio, entry requirements, policies, regulations and procedures of the University and administer the policies in order to advise staff and students accordingly.
- Deal with telephone enquiries from students, clients and staff, ensuring accurate and professional responses at all times in keeping with the corporate image of The University. Where necessary, re-direct enquiries to the appropriate campus/department/tutor keeping students and clients fully informed of the status of their enquiry.
- Record all contact with clients on the University CRM system, ensuring that a complete and accurate record is saved and updated with each contact.
- Course Changes – Provide advice to students who wish to withdraw from their course and process requests as required.
- In collaboration with on shore teams, ensure relevant information/communications are sent to students as required using the most appropriate communication channel, e.g. email, virtual learning setting, ULaw app and in accordance with customer service best practice.
- - In collaboration with relevant teams, assist with the organisation and delivery of online events where required.
- Build and maintain effective working relationships with immediate colleagues and wider stakeholders within ULaw.
- During peak periods, assist other teams as required to maintain a first-class service to students.

DESIRED PROFILE

QUALIFICATION

- Bachelor's degree in a related field
- At least 4-6 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





- Strong interpersonal and communication skills
- Ability to work independently and as part of a team
- Strong problem-solving and decision-making skills
- Proficient in Microsoft Office and CRM software
- Admissions involve documentation and data management, being meticulous and accurate is essential to prevent errors and ensure compliance
- Ability to multitask and meet the work deadlines
- Staying informed about industry trends, competitors, and the educational market can help in Student Information team’s efforts
- Understanding and respecting different multi-cultural backgrounds is crucial to ensure fair and unbiased admissions.

RELEVANT EXPERIENCE

6+ Years of experience

OTHER

- This role is a contract position with competitive salary and benefits package. ULaw is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.

- There is an expectation that employee will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.

- Senior Student Information Officers handle sensitive information and must maintain the highest level of confidentiality and data protection

BENEFITS

- At GUS Education India, GEI we want employees to feel comfortable, bringing their passion, creativity, and individuality to work. We truly believe that diverse culture, backgrounds, and experiences drive innovation.

- The company offers comprehensive medical insurance to its employees, which include hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation. Considering that this role is for night shift, we provide additional competitive night shift allowance for all days worked.

- To make the daily commute easier, safe, and less stressful, company provides cab facilities to its employees to and from the workplace within the Greater Hyderabad Municipal Corporation limits.

- Company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and Weekend (Skeletal Staffing) and a comprehensive leave package for employee well-being is offered, which include 10 days of medical leave, 6 days of casual leave, 18 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totalling to 45 days’ time off in a year.

📌 Associate (Hyderabad)
🏢 GEI
📍 Hyderabad