The Student Retention Manager will provide strategic direction to the key institutional objectives, growth, stakeholder engagement and operational and academic excellence. In doing so the incumbent is responsible for performing a wide range of implementation, monitoring and evaluation initiatives related to student retention and customer service.
1. Provide strategic direction to the Student Services Department by:
- Monitoring and evaluating the performance indicators attached to the implementation of the strategic plan.
- Operationalising key strategic goals through the development and implementation of action plans in collaboration with the Student Services Department.
- Reviewing the departmental strategic plan and identifying areas where deviances have occurred from outlined objectives.
- Updating the strategic plan to realign deviances and overall strategy objectives, and subsequently communicating the strategy to relevant internal stakeholders. In order to achieve overall institutional strategic objectives of operational excellence and growth.
2. Monitor and improve the departmental performance by:
- Formulating and communicating monthly targets appropriate for each unit with Student Services Department.
- Reviewing and directing staff performance through analysis of the data extracted from reports and observing staff during student interactions.
- Re-engineering business processes and applicable policies, in accordance with regulatory requirements if applicable, with the purpose of enhancing efficiency and quality of activities executed.
- Analysing weekly reports provided by the unit line managers and through recorded discussions, provide leadership on the development of quality improvement plans.
- Identifying recruitment requirements as determined by the departmental operations and in collaboration with HR, interview, select and train new employees.
- Promoting a continuously improving culture of teamwork and student centricity within Student Services and across the organisation.
- Enhancing communication through verbal, written, electronic and Face-to-face interactions within the Student Services Department and with stakeholders across the organisation through the implementation of a Student Services Awareness Campaign.
- Reviewing and approving written communication and verbal scripts as developed by the line managers of each unit within Student Services. In order to achieve departmental objectives of excellent student service and increased student retention rates.
3. Augment the quality assurance initiatives related to the operations of the Student Services Department by:
- Collating, analysing and preparing data extracted from the monthly departmental reports employed across all units, into monitoring reports and supplementary quality improvement plans for submission and approval to the Associate Director: Student Services.
- Collating, analysing and preparing data extracted from the monthly and semester departmental reports employed across all units, in order to develop trend reports and supplementary quality improvement plans for submission to academic and institutional governance committees.
- Facilitating and recording training imperatives for Student Services staff through the departmental line managers across the organistion and in consultation with HR to improve on the quality of student interactions. In order to ensure that the student experience is continuously improved for the purposes of regulatory reporting.
4. Preserve the institution’s reputation with the Department of Higher Education and Training (DHET) and the Higher Education Quality Committee (HEQC) by:
- Investigating and resolving student related queries and complaints raised by the governing regulators in private higher education.
- Preparing formal letters of response to the regulator and the student for review and submission by the Associate Director: Student Services.
- Tracking student complaints annually on the DHET student complaints register for submission to the Director: Student Services In order to ensure that the institution remains compliant with regulatory requirements.
- Matric with any tertiary qualification (preferably management or social science) Experience
- Minimum 5 years’ experience in a customer service related environment of which atleast 3 years need to have been spent at a managerial level.
Experience and skills:
- Conflict resolution skills
- Data analysis and interpretation skills.
- Communication skills, both verbal and written.
- Advanced working knowledge of technology tools such as Excel, Word, PowerPoint and Outlook.
- Call centre and sales knowledge
- Project management skills
- Research skills
- Integral knowledge of the higher education framework
- Special or ad-hoc projects may be allocated as determined by the institutions operational requirements and interdepartmental process integration requirements.
- Travel, after hours and Saturday work may be required