Key Responsibilities

- 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.
- 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.
- Cross-Departmental Coordination: Coordinate with Academic Departments, Registrar, Examinations, Accounts, E-Governance, Transport, Hostels, and other departments to ensure timely resolution of student concerns.
- Student Care Centre Operations: Manage walk-in centres across academic blocks, student helplines, and official email channels, maintaining consistent service quality, accessibility, and accountability.
- International Student Support: Oversee pre-arrival assistance, orientation, visa-related guidance, and cultural integration support for international students.
- Orientation and Onboarding: Coordinate student onboarding services, including hostel and day-scholar guidance, ID cards, bonafide certificates, transcripts, and DMC-related services.
- 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.
- Team Leadership and Performance Management: Lead and guide the frontline Student Care team, establish service standards, monitor individual and team performance, and ensure skilled, empathetic, and consistent student interactions.
- 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.

📌 Senior Manager - Student Welfare (Unnao)
🏢 Chandigarh University Uttar Pradesh
📍 Unnao