Requirements
Minimum of a Bachelor's degree in a relevant field (e.g., Business Administration, Education, Academic Administration) is required, along with full English proficiency and advanced computer literacy in relevant academic/administrative systems like MS Office, Banner, and other student information systems. A minimum of seven years of relevant work experience in Academic Services, Academic Operations, Student Services, or a related higher education environment is necessary, including proven experience in managing Academic Services processes, leading teams, managing complex student cases, resolving operational issues, and working collaboratively with academic and administrative stakeholders. Experience with student information systems and managing student data and academic records is also essential.
Description
The Manager - Academic Services is responsible for the effective leadership, management and continuous improvement of academic services within the campus, ensuring the provision of high-quality, timely and student-focused services throughout the student academic lifecycle, from admission through graduation.The incumbent leads the planning, implementation, monitoring and continuous improvement of academic services, including student admission and registration, class and examination scheduling, student records management, academic documentation, graduation eligibility, and related academic support services. The Manager ensures compliance with institutional policies, procedures and academic requirements and works closely with Student Affairs Central Services, academic leadership, faculty and other stakeholders to ensure consistent, efficient and integrated service delivery.Main ResponsibilitiesDevelop and implement the Academic Services strategy and annual operational plan in alignment with HCT's institutional strategy, academic priorities and student experience objectives.Lead the continuous improvement and transformation of Academic Services through process standardization, digitalization, service enhancement and adoption of best practices.Analyse student, academic and operational data to identify trends, risks, service gaps and resource requirements, and provide evidence-based recommendations to senior management.Develop and recommend policies, procedures, service standards and governance frameworks to enhance the quality, consistency, efficiency and compliance of Academic Services.Lead strategic and cross-functional initiatives related to student administration, academic records, registration, scheduling, graduation and other academic services.Establish effective strategic partnerships with Student Affairs Central Services, academic leadership, faculty and other stakeholders to ensure alignment, integration and consistent delivery of Academic Services.Oversee the end-to-end delivery of Academic Services, including admission, registration, student records, scheduling, examinations, academic documentation and graduation services, ensuring timely, accurate and compliant service delivery.Monitor and ensure the accuracy, integrity, confidentiality and completeness of student and academic records and information maintained through relevant systems.Oversee the preparation, validation and issuance of academic transcripts, graduation certificates, letters of completion and other official academic documentation.Monitor operational performance against agreed KPIs and service standards, review reports and data, and ensure timely resolution of service issues, escalations and operational risks.Ensure compliance with HCT policies, academic regulations, procedures and quality requirements, and coordinate audits, reviews and institutional reporting related to Academic Services.Oversee the effective allocation of workloads, resources and operational capacity to ensure business continuity and efficient delivery of Academic Services throughout the academic cycleQualifications and ExperienceMinimum of a Bachelor's degree in a relevant field is required, e.g. Business Administration, Education, Academic Administration or a related discipline.A Master's degree in a relevant field is preferred.Full English proficiency is required.Advanced computer literacy and proficiency in relevant academic/administrative systems is required, e.g. MS Office, Banner and other student information systems.Minimum of seven years of relevant work experience in Academic Services, Academic Operations, Student Services or a related higher education environment.Proven experience in managing Academic Services processes and leading teams. Experience in managing complex student cases, resolving operational issues and working collaboratively with academic and administrative stakeholders.Experience working with student information systems and managing student data and academic records