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Student Experience / Service Manager

Student Experience / Service Manager

The School of Positive PsychologySingapore, Northeast, Singapore
30+ days ago
Job description

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Positive Psychology Practitioner, Educator and Wellbeing Coach

Job Title : Student Experience / Service Manager

Job Summary :

The Student Experience / Service Manager at TSPP plays a critical leadership role in shaping and delivering a comprehensive, transformative student journey. This position oversees a wide range of student support services, programmes, and initiatives that foster academic success, personal development, and active engagement within the TSPP community.

As a strategic leader, the Student Experience / Service Manager is responsible for developing and implementing innovative strategies that address evolving student needs, improve retention and graduation outcomes, and champion holistic wellbeing. The role involves managing a dynamic team of student services professionals, building strong collaborations with faculty, administrative staff, and external partners, and ensuring that the student experience is enriching, seamless, and student-centred.

The ideal candidate is proactive, empathetic, and results-driven, combining strategic vision with hands-on engagement. Exceptional leadership abilities, outstanding communication skills, and a passion for empowering students to reach their full potential are essential. This role offers a rewarding opportunity to lead and innovate in student support and engagement.

Key Responsibilities

Overall

  • Provide strategic leadership to enhance the student experience and ensure alignment with institutional goals.
  • Oversee the Student Experience (SXC) team, including training, career development, and optimising team structure as needed.
  • Develop and implement standard operating procedures (SOPs) and protocols to improve departmental efficiency.
  • Manage daily operations, including resource allocation and department budgeting.
  • Track departmental performance - managing trackers and initiating performance-related conversations.
  • Setup or review functional or departmental structure with the Director.
  • Work with Quality Assurance in reviewing and setting up internal procedures and operation guidelines.

Student Advising & Support

  • Establish and refine processes to support students in academic advising, schedule planning, onboarding, and overall success.
  • Address and resolve student concerns and grievances promptly and effectively.
  • Monitor student progress, identify at-risk students, and implement intervention strategies.
  • Oversee lecturer allocation and module scheduling.
  • Implement systems to support lecturers effectively, including onboarding and training programmes.
  • Supervise, mentor, and develop the Student Experience team.
  • Identify competency gaps and design structured training plans for professional growth.
  • Conduct annual performance evaluations and regular check-ins to ensure team alignment with institutional policies and objectives.

    • Policy and Compliance

  • Ensure compliance with all regulatory requirements, including SSG regulations, student rights, data privacy (e.g., PDPA), and other legal standards.
  • Maintain accurate records of student interactions, services provided, and outcomes achieved.

    • Student Engagement

  • Develop and coordinate events, workshops, and activities that enhance student engagement and create a vibrant student experience.
  • Increase awareness of available student support services through effective communication and marketing.

    • Academic Programme Support

  • Collaborate with the Academic Board and other stakeholders to ensure students are informed about updates to academic programmes, policies, and events.
  • Serve as the Person-in-Charge (PIC) for the annual student graduation event.

    • Required Qualifications

  • Bachelor’s degree in education, counselling, student affairs, or a related field.
  • A minimum of 5 years of experience in student services, higher education administration, or a related area.
  • Proven leadership and management experience.
  • Familiarity with student development theories and best practices in student affairs.
  • Strong interpersonal, communication, and problem-solving skills.
  • Knowledge of regulatory standards such as PDPA, student management systems, and Google Classroom.

    • Who We are Looking For

  • Exceptional organisational skills with the ability to refine processes for greater efficiency.
  • Proven leadership abilities, including inspiring and mentoring teams to achieve shared goals.
  • A strong commitment to student success and wellbeing, demonstrated through proactive support and student-centred initiatives.
  • The ability to work independently and collaboratively within a multidisciplinary team.
  • Excellent analytical skills to evaluate and continuously improve service delivery and operations.

    • Why Join Us?

  • Evolving Environment : Be part of a pioneering institution dedicated to mental well-being.
  • Make a Difference : Contribute to a mission that empowers people and workplaces to thrive.
  • Professional Growth : Gain access to ongoing training and development in the fields of positive psychology and psychotherapy.
  • Passionate and Caring Team : Work alongside passionate professionals who are committed to making a positive impact and who simply CARE.

    • Apply Now!

    If you're ready to help people find their space in the world, if you want to help people flourish, join our dynamic team dedicated to advancing mental well-being, we'd love to hear from you. Apply today and be a part of something truly transformative!

    Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Education and Training
  • Industries
  • Higher Education

    • J-18808-Ljbffr

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    Service Manager • Singapore, Northeast, Singapore