Department: Student Affairs

Location: Chandigarh University, Lucknow Campus

Role Overview

The Assistant Director – Student Care will lead and oversee the Student Care Centre, ensuring a responsive, student-centric, and accountable support system for academic and administrative queries. The role involves managing multiple student support channels, coordinating with university departments, ensuring timely query resolution, handling escalations, and enhancing the overall student experience through effective service delivery.

Key Responsibilities

1. Single-Window Query Resolution: Oversee student queries received through CUIMS/SRMS, ensuring timely acknowledgement, resolution within defined Service Level Agreements (SLAs), and mechanisms for reopening unresolved cases.
2. Critical Triage and Referral: Identify and escalate critical cases involving student safety, self-harm risk, violence, ragging, sexual misconduct, medical emergencies, and vulnerable students to the appropriate authorised professionals, ensuring proper handover and follow-up.
3. Cross-Departmental Coordination: Coordinate with Academic Departments, Registrar, Examinations, Accounts, E-Governance, Transport, Hostels, and other departments to ensure timely resolution of student concerns.
4. Student Care Centre Operations: Manage walk-in centres across academic blocks, student helplines, and official email channels, maintaining consistent service quality, accessibility, and accountability.
5. International Student Support: Oversee pre-arrival assistance, orientation, visa-related guidance, and cultural integration support for international students.
6. Orientation and Onboarding: Coordinate student onboarding services, including hostel and day-scholar guidance, ID cards, bonafide certificates, transcripts, and DMC-related services.
7.



Escalation and Grievance Management: Implement the prescribed escalation matrix, monitor pending and overdue cases, and guide students to the appropriate authorities, including the Student Grievance Redressal Committee (SGRC), wherever formal adjudication is required.
8. Team Leadership and Performance Management: Lead and guide the frontline Student Care team, establish service standards, monitor individual and team performance, and ensure professional, empathetic, and consistent student interactions.
9. Reporting and Continuous Improvement: Monitor query volumes, resolution timelines, case ageing, reopened cases, and student satisfaction. Prepare monthly reports for the Associate Director – Student Welfare and recommend improvements, including additional walk-in centres and digital self-service solutions.

Educational Qualifications
- Bachelor’s or master’s degree in any discipline.
- A background in Management, Public Administration, or Social Work will be preferred.

Experience
- Minimum 6–8 years of relevant professional experience in student services, helpdesk/service operations, or administration.
- Experience in a higher-education institution or university is preferred/required, with demonstrated experience leading a frontline service team.
- Proven ability to manage student queries, coordinate across departments, handle escalations, and drive service delivery improvements.

Key Competencies
- Student-centric approach and strong interpersonal skills.
- Team leadership and operational management.
- Excellent communication, coordination, and problem-solving abilities.
- Grievance handling, escalation management, and conflict resolution.
- Data-driven reporting, process improvement, and SLA monitoring.
- Ability to handle sensitive student matters with empathy, confidentiality, and sound judgement.

📌 Assistant Director - Student Care (Unnao)
🏢 Chandigarh University Uttar Pradesh
📍 Unnao