ABOUT THE ROLE
The Assistant Student Service Manager leads the Student Service Department, overseeing student welfare, pastoral care, and administrative support for a mainly international student population. Reporting to the Vice President, this role combines hands-on casework with team leadership, and ensures the department meets EduTrust and SWDA requirements.

KEY RESPONSIBILITIES

Departmental Leadership

· Oversee daily operations of the Student Service Department

· Supervise and guide Student Service Officers/Executives, assigning caseloads and reviewing their work

· Set service standards and workflows for welfare, discipline, attendance, and student support

· Update the Vice President on department performance and EduTrust/SWDA/ICA compliance

· Represent the department in cross-functional meetings as needed

Team Management & General Student Services

· Lead and supervise the Student Services Team

· Handle student admission, withdrawal, course completion, and attendance records

· Cover the front desk and assist walk-in students with enquiries, feedback, and complaints

· Respond to email and phone enquiries

· Coordinate admin matters across departments

· Support student events, orientation, and graduation as needed

· Check in on student wellbeing

· Act as the main contact point for students

· Take on other duties as assigned

International Student Support

· Support Student's Pass applications and renewals, and related ICA matters

· Track compliance with Student's Pass conditions and flag at-risk cases early

Student Welfare & Pastoral Care

· Support students with academic, personal, and social concerns; escalate complex cases to the Admissions team, Academic Department, or Vice President

· Follow up on attendance issues in line with EduTrust/SWDA requirements

· Support discipline processes, including case records and follow-up

· Help organize student wellbeing activities