Student Services Manager

PBL Education Pty Ltd; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Professional development

Employee wellbeing

Job summary

International Graduate Institute (IGI) in Sydney is seeking an experienced Student Services Manager on a full-time basis to lead a team delivering comprehensive student services, advocacy, and pastoral care. You will drive enrolment processing, records management and student wellbeing initiatives across the institution.

The role requires strong leadership, programme management, and partnership with academic staff to enhance student satisfaction, retention and outcomes in a dynamic higher

Qualifications

• Minimum 5+ years of experience in student services, higher education administration, or a related field
• Proven experience leading a team with staff supervision and development
• Strong knowledge of student support services, welfare frameworks, and retention practices
• Understanding of higher education policy, regulations in Australia is advantageous
• Relevant qualifications in education, business management, HR, or related discipline preferred

Responsibilities

• Lead and manage a student services team with supervision and professional development
• Oversee enrolment processing, student records and administrative coordination
• Develop and implement student-centred policies promoting inclusion and accessibility
• Manage student welfare and pastoral care programmes and support services
• Serve as main point of contact for queries, concerns and grievances
• Coordinate with academic staff and external agencies to enable integrated student support
• Monitor performance via data analysis, feedback, and reporting to senior management
• Develop and manage the student services budget and resources
• Create an inclusive environment reflecting institutional values and supporting engagement
• Identify opportunities for service improvement and innovation

Skills

Team leadership

Stakeholder engagement

Project management

Communication

Equity & inclusion

Educational technology

Education

Higher education administration

Tools

Student management information systems

Educational technology platforms

Job description

International Graduate Institute (IGI) is a forward-thinking education provider committed to delivering high-quality learning experiences and exceptional student support. We specialise in student services within the education and training sector, fostering an environment where every student can thrive academically and personally. Our mission is to create inclusive, supportive, and dynamic educational communities that empower learners to achieve their full potential.

About the role

We are seeking an experienced Student Services Manager to join our team in Sydney on a full-time basis. In this pivotal role, you will be responsible for overseeing and enhancing the delivery of comprehensive student services that support the academic success and wellbeing of our student population. You will lead a team dedicated to providing administrative support, student advocacy, and pastoral care whilst managing key student-facing services and initiatives. This position is strategically important to International Graduate Institute (IGI) , as you will directly contribute to student satisfaction, retention, and overall institutional success by ensuring students receive the support they need to excel in their studies.

Key responsibilities

Lead and manage a student services team, providing supervision, mentoring, and professional development opportunities to ensure high performance and staff engagement

Oversee the delivery of student support services, including enrolment processing, student records management, and administrative coordination

Develop and implement student-centred policies and procedures that promote inclusion, accessibility, and equitable support for all students

Manage student welfare and pastoral care programmes, ensuring students have access to appropriate support services and resources

Serve as a key point of contact for student queries, concerns, and grievances, ensuring timely and professional resolution

Coordinate with academic staff, external agencies, and support services to facilitate integrated student support across the institution

Monitor and evaluate student services performance through data analysis, feedback collection, and regular reporting to senior management

Develop and manage the student services budget, ensuring resources are allocated effectively to meet student needs

Create and maintain a welcoming, inclusive student services environment that reflects institutional values and supports student engagement

Identify opportunities for service improvement and innovation, implementing best practices in student services delivery

What we're looking for

Minimum 5+ years of experience in student services, higher education administration, or a related field within the education and training sector

Proven experience leading and managing a team, with demonstrated capability in staff supervision, performance management, and development

Strong knowledge of student support services, student welfare frameworks, and best practices in student engagement and retention

Excellent organisational and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment

Exceptional communication and interpersonal skills, with the ability to engage effectively with students, staff at all levels, and external stakeholders

Proficiency in student management information systems and other relevant educational technology platforms

Sound understanding of equity, diversity, and inclusion principles, with a commitment to supporting students from diverse backgrounds

Problem-solving mindset and ability to implement solutions that enhance student outcomes and service quality

Relevant qualifications in education, business management, human resources, or a related discipline are highly desirable

Understanding of higher education policy, regulations, and compliance requirements in Australia is advantageous

What we offer

IGI is committed to creating a supportive workplace where our employees can thrive professionally and personally. We offer competitive remuneration packages commensurate with experience and qualifications. Our benefits include flexible work arrangements where appropriate to support work-life balance, professional development and training opportunities to enhance career progression, and a supportive, collaborative workplace culture that values innovation and employee wellbeing. We are dedicated to fostering an inclusive environment and actively encourage applications from candidates of all backgrounds. If you require any adjustments or support during the recruitment process, or wish to discuss how this role can be flexible for you, please do not hesitate to contact us.