Student Affairs Partner UAEN Abu Dhabi

Position Purpose

The Student Affairs Partner serves as the primary point of contact for all student-related inquiries, requests, and concerns under the Program. This role ensures a smooth and responsive student experience by managing communications, resolving cases efficiently, and providing continuous support to students throughout their academic journey. The candidate also plays a key role in maintaining accurate student data and ensuring compliance with established service standards and policies.

Key Responsibilities

Student Support & Case Management

·       Serve as the first point of contact for all student inquiries, requests, and complaints related to the Program.

·       Work with students based in the USA, Canada, Australia and New Zealand, and be able to work within the time zones of these countries and be on call capacity.

·       Receive, log, triage, and categorize cases in the Case Management System in line with defined workflows. Address and resolve low-complexity cases and escalate high-complexity cases to the team lead.

·       Monitor open cases to ensure timely resolution within an agreed timeframe.

·       Communicate regularly with students to provide updates, clarifications, and resolutions in a professional and empathetic manner.

·       Ensure all interactions with students are logged accurately in the system or assigned tracker for audit and reporting purposes.

Coordination & Communication

·       Collaborate closely with internal team members including advisors, mentors, finance and team leads, to ensure effective case resolution.

·       Maintain clear communication channels between students, Client staff, and service providers.

·       Participate in regular case review meetings to identify trends, recurring issues, and opportunities for process improvement.

·       Support orientation, onboarding, and awareness sessions for new or returning students, ensuring clear understanding of program guidelines and requirements.

Data Integrity & Reporting

·       Ensure accuracy and completeness of student data within the case management and reporting systems.

·       Generate and maintain weekly and monthly reports on case volumes, and resolution times.

·       Identify common issues or areas of concern and provide input for service quality enhancements.

·       Support the development and maintenance of standard operating procedures (SOPs) for case management.

Quality Assurance & Student Experience

·       Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction.

·       Provide feedback and suggestions for improving the student experience and communication processes.

·       Uphold confidentiality, professionalism, and data protection standards in all dealings with student information.

Requirements