Specialist - Student Services

Gus Education (India) Llp; India; On-site; INR 800,000 - 1,050,000; Full time

Job summary

GUS Education India (GEI) is seeking a Specialist (Senior Student Records Officer) to manage accurate, timely, and compliant student record activity across programmes. You will handle Tier 2 escalations, ensure end-to-end record management, and collaborate with Admissions, Finance, and Academic teams to deliver a seamless student experience.

The role emphasizes maintaining data integrity, policy adherence, and efficient handling of lifecycle events with emphasis on auditable records and

Qualifications

• Capable of resolving Tier 2 student records enquiries with policy accuracy.
• Maintain high data integrity and ensure compliant record updates.
• Provide guidance to staff and students on record policies and procedures.

Responsibilities

• Act as Tier 2 escalation point for complex student record enquiries.
• Resolve escalated queries within SLAs with accuracy and policy compliance.
• Develop and maintain knowledge of programme portfolios, regulations, and procedures.
• Manage Student Records CRM cases within agreed turnaround times.
• Maintain auditable records of all student interactions and actions.
• Process course/status changes and lifecycle updates.
• Collaborate with Admissions, Student Finance, Academic Teams and Campus Teams.
• Support student communications related to academic records and lifecycle activity.
• Contribute to online events and ensure quality control in Student Records.

Skills

Tier 2 escalation

Policy compliance

Data integrity

Stakeholder liaison

Tools

CRM systems

Job description

Customer Service Excellence The ability to provide exceptional service by understanding customer needs, managing expectations, documenting interactions, and ensuring timely follow-up actions. This includes resolving concerns, maintaining high satisfaction, and creating a positive experience across all customer touchpoints. Customer Service Skills Customer Service Support Customer service

Working Language

Job Description

JOBDESCRIPTION

JobTitle

Specialist (Senior Student Records Officer)

Date

02 nd January 2026

Function

Student Information Services

Student Records Associate Manager

JDApprovedby

Head of Student Records

About GUS Education India (GEI)

• 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.

Nature of The Job

• Act as a Tier 2 escalation point for complex student record enquiries referred from first-line teams, providing accurate, timely, and policy-compliant resolutions across the student academic lifecycle.
• Resolve escalated queries, requests, and administrative processes efficiently and within agreed service level agreements (SLAs), ensuring that cases are handled end-to-end with a strong focus on accuracy, compliance, and data integrity.
• Develop and maintain a detailed working knowledge of the University’s programme portfolio, academic regulations, policies, and procedures, applying these consistently to student records activity and providing authoritative guidance to staff and students where required.
• Manage and progress Student Records CRM cases within agreed turnaround times of 24 hours, ensuring that all responses are accurate, professional, evidence-based, and fully aligned with policy and regulatory requirements.
• Maintain a complete, accurate, and auditable record of all student interactions, decisions, and actions within the University CRM and student record systems, ensuring appropriate documentation and clear audit trails.
• Process and administer course and status changes, including withdrawals, interruptions, transfers, returns from dormancy, and other lifecycle updates, ensuring correct application of policy and timely system updates.
• Work collaboratively with Admissions, Student Finance, Academic Teams, Student Journey, Campus Teams, and other stakeholders to ensure joined-up record management, accurate handovers, and a seamless student experience .
• Support the preparation, coordination, and delivery of student communications related to academic records and lifecycle activity, ensuring information is accurate, timely, and delivered through appropriate institutional channels.
• Contribute to the organisation and administration of online or system-led academic processes and events (e.g. enrolment, registration, progression-related activity) where Student Records involvement is required.
• Build and maintain effective professional relationships with colleagues and stakeholders, acting as a subject matter resource within Student Records for complex or high-risk administrative activity.
• Provide operational support during peak periods and key academic cycles to maintain service continuity, data accuracy, and regulatory compliance.
• Support and adhere to business continuity and risk management protocols, ensuring critical student record activity is maintained during periods of disruption.
• Take responsibility for continuous professional development, maintaining up-to-date knowledge of policies, systems, and regulatory requirements relevant to student records administration.
• Participate in training, quality assurance activity, and process improvement initiatives to support embedded quality control, continuous improvement, and operational excellence within Student Records.
• In collaboration with relevant teams, assist with the organisation and delivery of online events where required.
• Build and maintain effective working relationships with immediate colleagues and wider stakeholders within ULaw.
• Support the delivery of business continuity protocols.
• Actively take responsibility for your own personal career development in all respects.
• Participate in training to maintain and update knowledge as required for the post.

JobPurpose

Working as part of the Student Records team, the role is responsible for the accurate, timely, and compliant management of student academic records across all programmes and modes of study, supporting the full student lifecycle from enrolment and registration through to progression, completion, and award.

The post holder will manage and resolve Tier 2 student record cases escalated from first-line services, ensuring that all actions, decisions, and communications are accurate, evidence-based, and aligned with university policies, regulations, and external requirements.

The role contributes to the end-to-end administration of the student academic lifecycle, applying institutional policies and procedures consistently to maintain data integrity, regulatory compliance, and high-quality student experience.

The post holder will take lead responsibility for assigned Student Records processes, supporting Team Leaders through subject matter expertise, quality assurance activity, and the training and development of new and developing staff.

Where required, the role will deputize for Student Records Team Leaders, providing operational support, guidance, and continuity during peak periods or absences.

The post holder is expected to build and maintain effective, professional working relationships with colleagues and stakeholders across the University, promoting a collaborative, supportive, and quality-focused working environment.

Organizational Structure

Associate Manager

Student Records

Specialist

Key Accountability

Actions

Deliver Accurate, Compliant Student Record Management

• Develop and maintain a detailed understanding of the University’s programme portfolio, academic regulations, policies, and procedures, applying these consistently to student record activity.
• Manage Student Records CRM cases escalated to Tier 2, resolving complex enquiries and record changes within agreed SLAs, ensuring accuracy, professionalism, and policy compliance.
• Provide authoritative guidance to staff and students on student academic record matters, ensuring advice is evidence-based and aligned with institutional regulations.
• Ensure all student record actions are completed end-to-end, with systems accurately updated and outcomes clearly documented.

Maintain Data Integrity and Demonstrate Effective Troubleshooting

• Identify, investigate, and resolve discrepancies, errors, or data quality issues within student records, escalating risks or systemic issues where appropriate.
• Work collaboratively with relevant teams to ensure accurate and timely student communications related to academic records, using appropriate institutional channels.
• Course Changes – Provide advice to students who wish to withdraw from their course and process requests as required

Stakeholder Collaboration and Operational Support

• Support the coordination and administration of system-led or lifecycle-related activities (e.g. enrolment, registration, progression processes) where Student Records involvement is required.
• Provide operational support during peak periods to maintain continuity, compliance, and data accuracy across the student academic lifecycle.
• Contribute to the delivery of business continuity and risk management protocols, ensuring critical student record activity is maintained during periods of disruption.

Quality Assurance, Development, and Continuous Improvement

• Contribute to the delivery of business continuity and risk management protocols, ensuring critical student record activity is maintained during periods of disruption.
• Participate in training, quality assurance activity, and audit processes to support embedded quality control and continuous improvement.
• Share knowledge and best practice with colleagues, contributing to process consistency, risk reduction, and operational excellence within Student Records.