Job Description

JOB PURPOSE

The Director, Student Welfare & International Office is responsible to provide the leadership to develop and implement best practices to ensure high quality of student experience by ensuring the Student Welfare (SW) and International Office (IO) teams are delivering high quality student support in their respective areas.

SW includes advocating for all students\' welfare needs (Non-Academic) that affects their university experience and organizing the immersion programme for new international students commencing their study to ease their transition to campus lives.

IO includes all the services and processes of Visa Approval Letter (VAL), Endorsement, Renewal & Cancellation of student pass, Special Pass and International Consultancy Counter services to all international students.

Provide sound judgement and advice to the management to enhance the student experience and minimizes organization risk particularly with international students who are highly regulated by the Higher Education Department of Ministry of Education and Immigration Malaysia.

KEY RESULT AREAS / RESPONSIBILITIES

• Student Welfare (SW)

• Responsible for developing and implementing best practices in student welfare to enhance the overall well-being of students.
• Develop policies, procedures and strategy for student welfare to ensure the highest standard of support for students and to ensure their changing needs are met.
• Providing effective and efficient student-centric support services and advice to the students in addressing their concerns including welfare, emergency intervention and management of cases.
• Plan, initiate and enhance services to achieve high service levels and efficiency from point of student entry to point of exit in enhancing the student\'s experience in the Taylor\'s Lakeside Campus.
• To take the lead with support of the relevant managers in high level incidents (non- academic) in relation to the University / College\'s Disciplinary Procedures.
• Act as secretariat to the Welfare Committee and work collaboratively with the Taylor\'s Student Council (TUSC) and management on the concerns raised by the students via the TUSC.
• Direct the planning and implementation of new international students\' immersion activities, events and functions including Airport Pick-up services, New International Students Reporting, Welcome Reception, KL Familiarization Tour, etc.

• Ensure excellent services are provided to all students at all times.

• International Office (IO)

• Ensuring the application processes and services provided which are related to student pass\' matters including Visa Approval Letter (VAL), Endorsement, Renewal, Cancellation and Special Pass (SP) are effective and efficient.
• Develop, implement, review and improve IO\'s quality customer service strategy for all matters related to student pass. Anaylse customer service needs of international students; develop and coordinate the implementation of new and/or enhanced customer service systems and programmes, as appropriate.
• Determine and formulate policies and procedures & processes for IO according to procedures and guidelines established by Education Malaysia Global Services (EMGS), Higher Education Department of Ministry of Education and Immigration Malaysia (IMM) and ensure that these are interpreted correctly and implemented efficiently.
• Oversee the effective management of all aspects of record keeping and ensure the integrity of student data.
• Ensure that all required data and documents required for the renewal license of international student recruitment are managed and tracked efficiently.

• Liaison and Networking

• Build strong network of relationship and act as the key liaison with important external stakeholders - EMGS, Immigration Malaysia and Embassies/High Commissions pertaining to international student matters.
• To provide information/updates to the relevant departments as and when necessary.
• To liaise with external agencies to ensure students are receiving the appropriate support.
• Acts as an active member during meetings and discussions to share best practice and information.
• Working with relevant departments for early identification, case management and proactive measure to prevent and manage risk behaviours among the student.

Others

• Oversee the supervision of personnel which include work allocation, training and problem solving and motivate staff to achieve peak productivity, performance and targets.
• Provide regular update and training to staff to ensure that staff give accurate and comprehensive information and services to students, parents and agents.
• Participate in the enhancement of associated computer systems and applications as required to meet the evolving needs of the operations.
• Review and evaluate the performance of subordinates in the exercise of their responsibilities to ensure coordinated staff effort in meeting the goals of the organization.
• Prepare the annual operating budget for the departments and manage the expenditure within the approved budget.
• Prepare periodic reports to Management as when required.
• Assist in conducting induction/orientation for new staff.
• Undertake any other duties that may be assigned from time to time.

JOB SPECIFICATIONS

MINIMUM ACADEMIC/PROFESSIONAL QUALIFICATION

Degree in Business / Management / Marketing / International Business or other management-related discipline or equivalent working experience.

RELATED EXPERIENCE

At least 15 years proven with working experience, with five (5) years in leadership role, preferable with a broad range of student recruitment, marketing and services related functions in an educational institution.

Senior management experience that includes team leadership, team development and the management of finances and people.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Proven enthusiastic, dynamic leader and strong communicator (verbal, written, interpersonal) who can address a broad spectrum of colleagues and external partners.
• A self-directed professional who knows what needs to be done and operates with a sense of urgency, focus and discipline.
• Possess good stakeholder management and is a strong team player (believes in achieving results through collaboration).
• Possess strong quantitative, analytical, and problem-solving skills.
• Strong outcome-oriented mindset to set clear strategic and operational direction.
• Excellent communication skills with good command of both written and spoken English.
• Strong coaching skills to support and build staff (junior & middle management levels).
• Ability to establish operative goals and align tasks/objectives with company vision and goals.
• Knowledge and skills to create and manage change in building a coalition of support to facilitate the implementation of successful change initiatives.
• Creative problem solving through critical reflection, problem analysis and risk assessment.
• Knowledge and skills in using the processes to enhance subordinate ownership and empowerment.
• Ability to motivate, inspire and develop the capabilities of the team members.
• Digital Adoption: Ensure technological adoption for the team to achieve target.

COMPETENCIES (BEHAVIOURAL)

• Willingness and desire to roll up your sleeves and execute while also seeing the broader vision of the company.
• Have an entrepreneurial spirit and drive with the ability to work in a fast paced and dynamic environment.
• Obsession with the customer - to prioritize deadlines, speed to service and strong sense of urgency to complete tasks.
• Strong ability to communicate openly, truthfully, timely and with professional courtesy to all stakeholders internally and externally.
• Align all staff to the department\'s SMASH (Speak Truth, Make It Happen, Amp Up the Experience, Start the Fire and Help Others Grow) values and the organization\'s vision.
• Well-developed leadership, people management and supervisory skills.
• Culturally sensitive, emotionally stable, resourceful, resilient, and open to diverse views.
• Advocate organizational changes necessary for developing and keeping high achieving workforce.

Taylor\'s Education Group