CORE PURPOSE

The Manager: Student Bureau and Records is responsible for the operational and quality management, oversight, and coordination of all functions related to student records, including the monitoring and maintenance of student information on the SIS, such as enrollment status, academic progress, and transcripts. This role will also manage the Student Bureau, providing advisory services to students and ensuring interdepartmental coordination to support students. Additionally, the role includes the coordination and management of student grievances, disciplinary matters.

CORE FUNCTIONS INCLUDE:

Oversight and Management of Student Records

•                 Work with IT and Registry to ensure the reliability, validity and accuracy of up-to-date student and alumni records, including enrollment status, academic progress, and personal information.

•                 Implement and maintain efficient record-keeping and retrieval systems for all student-related documentation.

•                 Coordinate the necessary committee meetings for the verification of student records.

Management of the Student Bureau

•                 Ensure the smooth functioning of the Student Bureau to serve as the point of contact for records-related inquiries and advisory services.

•                 Conduct regular training and information sessions and coordinate suitable communication campaigns for students on institutional policies, procedures, and rules.

•                 Establish the Student Bureau as a key touchpoint for the monitoring of institutional service and CSAT SLAs, the handling of generic student queries, and as an intervention body in the case of escalated queries.

•                 Provide support in the coordination of institutional Student Success and Employability initiatives. 

Governance, Policy and Committee Ownership

•                 Ensure all relevant policies, SOPs and other governance documentation is maintained and upheld with respect to the management and governance of student records and service.

•                 Conduct the relevant stakeholder training and issue communiques for governance and policy compliance in relation to Student Records and the Student Bureau. 

Student Support and Interdepartmental Coordination

•                 Monitor cross-departmental student service data via the relevant digital platforms (HubSpot, Freshdesk, OneStream) and provide support to those departments experiencing high query volumes.

•                 Provide effective interdepartmental support for the seamless resolution of student queries. 

Grievance Resolution

•                 Manage and resolve escalated student grievances, coordinating wherever necessary with the Grievances and Appeals Committee.

•                 Maintain accurate records of grievances and resolutions, ensuring compliance with institutional policies. 

Student Disciplinary Management

•                 Act as the primary point of contact for student disciplinary matters, escalating cases of misconduct to the Student Disciplinary Committee where necessary.

•                 Establish confidential channels for student misconduct whistleblowers and ensure accurate record-keeping and handling of whistleblower cases related to disciplinary matters.

•                 Conduct training for students on the Institutional Rules and Student Code of Conduct to ensure student awareness and understanding of the types of misconduct and associated consequences. 

Academic Records and Transcripts 

•             Oversee the accurate generation and issuance of official transcripts and academic records upon request.

•             Ensure a smooth interface between students and their academic records.