Team Lead - Student Services

• GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

• Drive excellence within the team to deliver a high-quality student experience by providing timely and effective support through Calls, Emails, and Live chat
• To be responsible for the line management of up to Senior SQSOs and SQSOs excluding seasonal temporary staff.
• To manage the onboarding of any new Sr SQSOs and SQSOs staff member and support all training activities in conjunction with the UK Training Manager ensuring new staff members are trained to a high standard.
• To identify and report any issues that prevent a seamless service to staff and students to the Student Queries and Support Manager and Head of Student Queries and Support Team. To assess, analyse and recommend requirements and/ or solutions for changes to processes or protocols to enable a seamless and premium service to staff and students.
• To apply effective communication ensuring all parties are kept up to date with all knowledge transfer, status and developments
• To take a lead role in coordinating and overseeing the activities required to meet quality standards, promoting quality achievement and performance throughout the organisation .

• To be responsible for the line management of up to 2x Senior SQSOs and 7x SQSOs excluding seasonal temporary staff.
• To manage the onboarding of any new Sr SQSOs or SQSOs staff member and support all training activities in conjunction with the UK Training Manager ensuring new staff members are trained to a high standard.
• To identify and report any issues that prevent a seamless service to staff and students to the Student Queries and Support Manager and Head of Student Queries and Support. To assess, analyse and recommend requirements and/ or solutions for changes to processes or protocols to enable a seamless and premium service to staff and students.
• To apply effective communication ensuring all parties are kept up to date with all knowledge transfer, status and developments
• To take a lead role in coordinating and overseeing the activities required to meet quality standards, promoting quality achievement and performance throughout the organisation

• To lead the function within Hyderabad and collaborate with colleagues and key stakeholders across professional and academic departments within ULaw for operational excellence and high standards of service that play a fundamental part creating an excellent student experience at the University of Law
• To contribute to the ULaw and GEI management team on the overall strategy and making effective decisions on service delivery.
• Deal with complex and routine enquiries from students, clients and staff by email and phone, ensuring accurate and professional responses at all times. Act as role model to team.
• Ensure full departmental compliance with ULaw policies, procedures and regulations.
• Ensure the timely preparation, collection and distribution of student information and records to meet deadlines
• Provide updates on individual student cases as and when requested by internal Student Information staff
• Actively look for ways to improve services and procedures and bring proposals to the attention of line manager.
• Proactively collaborate with campus and central teams to support service delivery and continued service improvement.
• Manage the Senior Student Queries and Support Officers and Student Queries and Support Officers and overall day to day workflow of the teams ensuring resources are always utilised to their full capacity to achieve set SLAs.
• Ensure that the SS team respond to student, client and staff enquires in specified timescales and to agreed KPI s.
• Monitor inboxes to ensure that accurate and professional responses are given at all times.
• Ensure that all contact with clients is recorded on the ULaw CRM system and that a complete and accurate record is saved and updated with each contract.
• Ensure that complete and up to date process maps and operating procedures are maintained for all processes and tasks carried out within own department.
• Ensure adequate staffing levels are maintained in order to provide a professional service to students and staff. Ensure that team members are fully briefed and that accurate and consistent information is given to clients in relation to Student Services enquiries
• Lead and manage the Student Queries and Support team, dealing with any performance or motivational issues

Manager

Student Information Services

• 95% answer rate and 95 % of calls to be answered within 30 seconds.
• 95% standard queries resolved within the same business day.
• Ensure all team members meet caseload targets (approx. 40 - 45/day).
• Overall SLA (Calls/Emails/Live Chat) - 95%
• Ensure all migrated processes are implemented within the timelines specified within the relevant SOP.
• Demonstrate accountability for the processes assigned and address any issues in a timely fashion

• Proactively Identify development needs within the team and work with the Manager/ HOD on how best to address these.
• Set an example and a become subject matter experts to enable to the team to become more self-sufficient and with time train other departments.
• Regular 1-1 s and effective meetings on individual and team level (direct reports) and wider teams if required.
• Demonstrate accountability for the assigned direct reports, their performance and address any performance issues

• Carry out auditing in line with the agreed QA framework (Calls and CRM )/ Play a key role in contributing to quality monitoring processes for the team, ensuring best practice is shared across the team and any training needs are addressed promptly and maintain an acceptable variance of 95%
• Implement an effective tracking system of all key SQS Hyd processes and activities to increase visibility across key teams; proactively contributing to and developing the tracking system to include new programmes and changes to meet operational needs.
• Regular reporting on key processes ensuring 100% accuracy.
• Ensure full transparency with the Manager and Central Quality Unit and timely escalation of any issues/concerns for assigned areas of responsibility and direct reports.

• Existing processes migrated from the UK.
• New processes transpiring from projects in development.
• Transition of New processes and new systems.
• Contribute and lead on an assigned mini project/project that contributes to the improvement of the SQS Hyd Service
• Wider SQ&CS /Ops onshore teams.
• Engage with and contribute to any working groups as assigned.
• Clear, concise, timely and accurate communication.
• Build the reputation of the India SI team through proactive initiatives and engagement within relevant forums.
• Monthly Reporting of Key processes.

• Operational Excellence - Attrition %
• Change Leadership and Shaping Culture - Managerial Feedback
• Result Oriented - Desk Time productivity and Effectiveness
• Business Acumen.
• Managing Relationships.
• Customer Leadership.
• Inspiring Communication.
• Empowering Others.
• Entrepreneurial Orientation.

• Graduate level or equivalent
• At least 8-10 years of experience in a similar role
• Proficient in Microsoft Office and CRM software
• Experience in higher education or a related field is preferred

• Forward thinking and dynamic management skills
• Relevant experience in a demanding customer focused environment
• Project and transition management skills
• Planning & co-ordinating workloads
• Experience of change management
• Experience of recruitment & selection
• The ability to be credibility with senior managers quickly
• Entrepreneurial start up environments
• Working internationally preferably with the UK
• Working in educational institutions, or Hospitality
• Six Sigma or equivalent process improvement qualification

• Self-starter mentality
• Excellent oral and written communication skills in English (similar to native tongue)
• Ability to identify and logically analyze issues and suggest/implement solutions
• Attention to detail and accuracy
• Ability to work with people at all levels of seniority
• Polite, reliable, helpful and positive attitude.
• Ability to positively lead a team
• Ability to cope when under pressure

• Excellent organizational skills
• Flexibility in working hours required including weekends and changes in shift at short notice

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which include 10 days of medical leave, 6 days of casual leave, 18 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totaling to 45 days time off in a year.