Executive, Student Services (1-Year Contract)

Who We Are

As Singapore's first institute for lifelong learning, the Singapore University of Social Sciences (SUSS) champions inclusivity to bring education to all and ensure that they are given equal opportunities to develop to their fullest potential in our diverse learning environment.

We advocate for the same for our people. We believe everyone should have equal opportunities and develop to their fullest potential in their careers.

Embark on an exciting lifelong journey with us in making a positive difference in your career and serving our society.

For more information on Singapore University of Social Sciences, please visit www.suss.edu.sg

About The Job

The successful candidate will manage complex student cases, investigate and resolve escalated issues, and collaborate with Schools and administrative departments to support student success. The role requires strong analytical and problem-solving skills, sound judgement, and the ability to work effectively with stakeholders to navigate complex situations and deliver appropriate outcomes.

What You Will Be Doing

Key Responsibilities:

Student Case Management & Operations

Manage and resolve complex student enquiries, appeals, feedback, and escalated cases, ensuring timely and appropriate outcomes. Conduct comprehensive case investigations through the review of policies, student records, system data, and supporting documentation. Analyse complex situations and recommend solutions that balance policy intent, fairness, operational considerations, and student impact. Assess risks and downstream implications of decisions before implementing or recommending resolutions. Collaborate closely with Schools, academic departments, and administrative units to facilitate effective case resolution. Exercise sound judgement and independent decision-making in situations where established guidelines or precedents may not fully apply. Maintain accurate case records, documentation, and follow-up actions in accordance with service standards and timelines. Manage sensitive and escalated student interactions professionally, demonstrating strong service recovery and stakeholder management skills. Identify recurring issues, process gaps, and opportunities for service and operational improvements through trend analysis and case insights.

Service Operations & Quality

Support continuous improvement initiatives by reviewing and enhancing operational processes, workflows, and service practices. Maintain knowledge resources and operational documentation to ensure service consistency and effectiveness. Contribute to case reviews, quality monitoring, and the development of best practices for complex case management. Assist with operational reporting, data analysis, and service improvement activities to support informed decision-making.

Projects & Continuous Improvement

Support projects, system enhancements, and process improvement initiatives across Student Services. Participate in system implementation and testing activities to ensure effective service delivery. Assist in data analysis, reporting, and operational reviews to support business improvements. Contribute to initiatives that enhance operational efficiency, student experience, and service outcomes.

Job Requirements

Degree holder with relevant experience in student administration, case management, customer service, operations, or related fields. Experience in higher education, public service or contact centres will be advantageous. Strong analytical, critical thinking, and problem-solving skills, with the ability to investigate issues, evaluate information from multiple sources, and make sound recommendations. Ability to interpret and apply policies effectively while balancing student needs, operational considerations, and institutional requirements. Strong communication and stakeholder management skills, with the ability to collaborate effectively across diverse groups. Highly organised, detail-oriented, and able to manage multiple priorities in a dynamic environment. Ability to exercise sound judgement, handle sensitive matters professionally, and navigate complex or ambiguous situations. Customer-centric mindset with a commitment to delivering fair, timely, and effective outcomes. Willingness to support operational requirements, including occasional evening and weekend work during peak periods.