Deputy Head Student Experience

Direct Reporting Line:

Head Student Experience

Emeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support.

Emeris Cape Town, City (Vega School) Campus has a vacancy for a Deputy Head Student Experience.

Duties and Responsibilities:

Design, Implement and Monitor Student Experience Touchpoints

• Co-manages the campus student experience annual calendar of events and student operational support interventions.
• In collaboration with the Head: Student Experience reviews student experience processes and procedures are in place to ensure that outputs are high quality and effective.
• Under the guidance of the Head: Student Experience consolidates and supports the delivery of the multi-department plans and ensures synergy and cohesion across departments.
• Implements relevant policies that impact on student experience, compliance, governance and participation.
• In collaboration with the associated National Portfolio team supports national events and initiatives to be implemented throughout the calendar year.
• Under the direction of the Head: Student Experience plans and manages the new student Orientation program from a student operations perspective.
• Advises and consults the Head: Student Experience on the campus communication strategy to students regarding student operational and student experience matters.
• Continuously gathers and reviews student platforms and entry points of feedback and reports and proposes alignment interventions to the Head: Student Experience.

Holistic Student Support and Experience* Leverages the associated student committees as a tool to collect and disseminate information and feedback.

• Supports as a point of escalation to address student queries, concerns and student affairs and connects the student to the correct member of staff to resolve queries.
• Drives intentional, collaborative, connected and responsive student intervention strategies to deliver student experiences that promote learning and development beyond the classroom.
• Supports the Head: Student Experience resolves general and complex student enquiries, grievances and student affairs matters with the objective of identifying and remedying issues
• Drives multidepartment synergy and cohesion to ensure seamless student experience.
• Drives visibility, inclusion and awareness around their portfolios function relating to the student experience.
• Maintain a good knowledge of products, policies and procedures to advise students and their portfolio accordingly.

Human Capital Management* Supports the development of their portfolio plans as aligned to the overall campus student experience plan.

• Tracks and manages the performance of their direct reports.
• Maintains oversight of all projects, events and interventions relating to their direct reports.
• Monitors compliance against specific departmental policies and procedures.
• Flag and escalate performance, risk and or compliance matters to the Head: Student Experience
• Deputize for the Head: Student Experience in their absence
• Provides support to the team via mentoring, performance management and development.

Student Discipline Management* Deals with student behavioral issues that may arise on campus such as ones that contravene the student code of conduct.

• Addresses student disciplinary issues in consultation with the Head: Student Experience.
• Where appropriate ensures that student disciplinary measures are restorative in nature.
• In collaboration with the Student Admissions and Administration and Academic teams ensures that student disciplinary outcomes are contextualized so that outcomes are concluded appropriately.
• Serves as mediator and conciliator for grievances matters
• Creates awareness around the Safe Campus Policy.

Administration, Reporting and Budget Management* Supports the Head: Student Experience compile documents and resources for audits and reports.

• Maintains records across their responsibilities including student discipline, student experience events, student governance meetings, projects and interventions
• Support the Head: Student Experience in the administration of record keeping of student disciplinary matters and their outcomes.
• Processes bursaries for their different student committees in conjunction with the Head: Student Experience and relevant portfolio managers.
• Manages the fiscal and budget spend for their portfolio
• Manage forecasts and reports on their budgets in conjunction with Head: Student Experience.

Minimum Qualification Requirement:

• An Advanced Diploma/ bachelor’s degree (NQF 7) degree in a relevant field.
• A minimum of 2 years’ experience in education and/or student support and/or student services preferably within a tertiary environment.

Minimum Work Experience Requirement:

• Minimum 3 Years’ experience in Student Support within a higher education environment
• Minimum 3 Years’ experience in Customer Service/ Relationship/ Service management
• Minimum 1 – 2 Years’ experience in Cross-functional teams management
• Minimum 1 – 2 Years’ demonstrated negotiation and conflict resolution skills

Salary:

• Competitive salary commensurate with experience.

Benefits:

• Lifelong learning opportunities through LinkedIn Learning subscriptions.
• Staff and family discounts on educational programs within our brand portfolio.
• Incentive bonus structure based on performance and achievement of goals.
• Birthday vouchers to celebrate your special day.
• Competitive annual leave allowance for well-deserved time off and rejuvenation.

Application Response:

• Due to the high volume of CVs received, please note that personal contact with all applicants may not be feasible. Only candidates whose qualifications and skills closely align with the position requirements will be contacted for interviews

Technical Support:

• Should you experience technical difficulties applying for the position, kindly use the following URL for further assistance : https://hire.simplify.hr/ContactUs

Emeris is an Equal Opportunity Employer. However, preference may be given to previously underrepresented groups in accordance with the South African Employment Equity Act. The company reserves the right to close or place the vacancy on hold at any time, without prior notice.