Team Lead - Student Services

GUS EDUCATION INDIA; Hyderabad; Presencial; INR 1.200.000 - 2.100.000; Jornada completa

Descripción de la vacante

GUSEducationIndia (GEI) in Hyderabad is seeking a seasoned leader for the Student Queries and Support team. The role focuses on delivering high-quality student support via calls, emails, and live chat, while maintaining SLAs and coordinating with UK teams.

You will manage up to 2 Senior SQSOs and 7 SQSOs, oversee onboarding, and drive process improvements to enhance service delivery in a higher education context.

Formación

• Graduation degree or equivalent.
• 8–10 years of experience in a similar role.
• Proficiency in Microsoft Office and CRM software.
• Experience in higher education or related field preferred.

Responsabilidades

• Lead and manage the Student Queries and Support team to ensure timely responses.
• Oversee onboarding of new Senior SQSOs and training activities with UK Training Manager.
• Identify issues affecting seamless service delivery and report to the Head of Student Queries and Support.
• Coordinate activities to meet quality standards and promote performance improvements.
• Maintain effective communication regarding knowledge transfer and developments.

Conocimientos

Microsoft Office

CRM software

Educación

Bachelor's degree

Herramientas

CRM systems

Descripción del empleo

AboutGUSEducationIndia(GEI)

GUSEducationIndia(GEI)istheeducationarmofGlobalUniversitySystems,aleadingEuropeanEducationconglomerate.Establishedin2017,GEIboastsaportfolioofover35institutionsandcollaborateswithprestigiousuniversitiesandinstitutionsworldwide,offeringeducationalservicesthatenhancetheiroperationsandimpact.

NatureoftheJob

• Driveexcellencewithintheteamtodeliverahigh-qualitystudentexperiencebyprovidingtimelyandeffectivesupportthroughcalls,emails,andlivechat.

• BeresponsibleforthelinemanagementofSeniorStudentQueriesandSupportOfficers(SQSOs)andStudentQueriesandSupportOfficers(SQSOs),excludingseasonaltemporarystaff.

• ManagetheonboardingofnewSeniorSQSOsandSQSOsandsupporttrainingactivitiesinconjunctionwiththeUKTrainingManager,ensuringnewstaffmembersaretrainedtoahighstandard.

• IdentifyandreportissuesthatpreventseamlessservicetostaffandstudentstotheStudentQueriesandSupportManagerandHeadofStudentQueriesandSupportTeam.

• Assess,analyse,andrecommendrequirementsorsolutionsforchangestoprocessesandprotocolstoenableseamlessandpremiumservicetostaffandstudents.

• Applyeffectivecommunicationtoensureallpartiesareupdatedonknowledgetransfer,status,anddevelopments.

• Takealeadroleincoordinatingandoverseeingactivitiesrequiredtomeetqualitystandardsandpromotequalityachievementandperformancethroughouttheorganisation.

JobPurpose

• Beresponsibleforthelinemanagementofupto2SeniorSQSOsand7SQSOs,excludingseasonaltemporarystaff.

• ManagetheonboardingofnewSeniorSQSOsandSQSOsandsupporttrainingactivitiesinconjunctionwiththeUKTrainingManager.

• IdentifyandreportissuesaffectingseamlessservicedeliverytotheStudentQueriesandSupportManagerandHeadofStudentQueriesandSupport.

• Assessandrecommendsolutionsforchangestoprocessesandprotocolstoimproveservicedelivery.

• Maintaineffectivecommunicationregardingknowledgetransfer,status,anddevelopments.

• Coordinateactivitiestomeetqualitystandardsandpromoteperformanceimprovement.

KeyResponsibilities

• LeadthefunctionwithinHyderabadandcollaboratewithcolleaguesandkeystakeholdersacrossprofessionalandacademicdepartmentswithinULawtoachieveoperationalexcellenceandhighservicestandards.

• ContributetotheULawandGEImanagementteam'soverallstrategyandmakeeffectivedecisionsonservicedelivery.

• Handlecomplexandroutineenquiriesfromstudents,clients,andstaffthroughemailandphone,ensuringaccurateandprofessionalresponsesatalltimes.

• Actasarolemodelfortheteam.

• EnsurefulldepartmentalcompliancewithULawpolicies,procedures,andregulations.

• Ensurethetimelypreparation,collection,anddistributionofstudentinformationandrecordstomeetdeadlines.

• ProvideupdatesonindividualstudentcaseswhenrequestedbyinternalStudentInformationstaff.

• Identifyopportunitiestoimproveservicesandproceduresandcommunicateproposalstothelinemanager.

• Collaboratewithcampusandcentralteamstosupportservicedeliveryandcontinuousimprovement.

• ManageSeniorStudentQueriesandSupportOfficersandStudentQueriesandSupportOfficers,overseeingdailyworkflowsandensuringresourcesareusedeffectivelytoachieveagreedSLAs.

• Ensuretheteamrespondstostudent,client,andstaffenquirieswithinspecifiedtimelinesandagreedKPIs.

• Monitorinboxestoensureaccurateandprofessionalresponses.

• EnsureallclientinteractionsarerecordedintheULawCRMsystemandthatcompleteandaccuraterecordsaremaintainedandupdatedwitheachcontact.

• Maintaincompleteandup-to-dateprocessmapsandoperatingproceduresforalldepartmentalprocessesandtasks.

• Ensureadequatestaffinglevelstoprovideprofessionalservicetostudentsandstaff.

• EnsureteammembersarefullybriefedandprovideaccurateandconsistentinformationregardingStudentServicesenquiries.

• LeadandmanagetheStudentQueriesandSupportteam,addressingperformanceandmotivationalissues.

KeyAccountabilitiesandActions1.ProvideaFirst-ClassServicetoStudents–ResourcingandCapacity

• EnsureallmigratedprocessesareimplementedwithinthetimelinesspecifiedintherelevantSOP.

• Takeaccountabilityforassignedprocessesandaddressissuespromptly.

2.EffectiveTeamLeadership

• ProactivelyidentifydevelopmentneedswithintheteamandworkwiththeManagerorHeadofDepartmenttoaddressthem.

• Setanexampleandbecomeasubjectmatterexperttohelptheteambecomeself-sufficientandeventuallytrainotherdepartments.

• Conductregularone-to-onemeetingsandeffectiveteammeetingswithdirectreportsandwiderteams,whererequired.

• Takeaccountabilityfordirectreports'performanceandaddressperformanceissues.

3.MonitoringTeamPerformance,PlanningandOrganisation

• ConductauditsinlinewiththeagreedQualityAssurance(QA)frameworkforcalls,CRM,andlivechat.

• Contributetoqualitymonitoringprocesses,sharebestpractices,addresstrainingneedspromptly,andmaintainanacceptablevarianceof95%.

• ImplementaneffectivetrackingsystemforkeyStudentInformationHyderabadprocessesandactivities.

• Improvetrackingsystemstoaccommodatenewprogrammes,processchanges,andoperationalrequirements.

• Provideregularreportsonkeyprocesseswith100%accuracy.

• MaintaintransparencywiththeManagerandCentralQualityUnit.

• Escalateissuesandconcernsrelatingtoassignedresponsibilitiesanddirectreportsinatimelymanner.

OrganisationalStructure

Reporting Position: Manager–StudentInformationServices

KeyResultAreas(KRAs)andKeyPerformanceIndicators(KPIs)1.ProvideaFirst-ClassServicetoStudents–ResourcingandCapacity

• Achievea95%callanswerrate.

• Ensure95%ofcallsareansweredwithin30seconds.

• Resolve95%ofstandardqueriesonthesamebusinessday.

• Ensureallteammembersmeetcaseloadtargetsofapproximately40–45casesperday.

• MaintainanoverallSLAof95%acrosscalls,emails,andlivechat.

• EnsureallmigratedprocessesareimplementedwithinthetimelinesspecifiedintherelevantSOP.

• Takeaccountabilityforassignedprocessesandaddressissuespromptly.

2.EffectiveTeamLeadership

• IdentifyteamdevelopmentneedsandworkwiththeManagerorHeadofDepartmenttoaddressthem.

• Setanexampleanddevelopsubjectmatterexpertisewithintheteam.

• Helpteammembersbecomeself-sufficientandcapableoftrainingotherdepartments.

• Conductregularone-to-onemeetingsandteammeetings.

• Takeaccountabilityfordirectreports'performanceandaddressperformanceissues.

3.MonitoringTeamPerformance,PlanningandOrganisation

• ConductauditsinaccordancewiththeagreedQAframeworkforcallsandCRM.

• Contributetoqualitymonitoringprocessesandensurebestpracticesareshared.

• Addresstrainingneedspromptlyandmaintainanacceptablevarianceof95%.

• ImplementaneffectivetrackingsystemforkeySQSHyderabadprocessesandactivities.

• Ensureregularreportingwith100%accuracy.

• MaintaintransparencywiththeManagerandCentralQualityUnit.

• Escalateissuesandconcernsinatimelymanner.

4.ProcessMigrationandSystemDevelopment

• Engageinandcontributetofurthermigrationofprocessesandsystemdevelopment.

• SupportexistingprocessesmigratedfromtheUK.

• Contributetonewprocessesarisingfromprojectsindevelopment.

• Supportthetransitionofnewprocessesandsystems.

• Contributetoandleadassignedmini-projectsorprojectsthatimprovetheSQSHyderabadservice.

• CollaboratewithwiderSQ&CSandonshoreOperationsteams.

• Participateinassignedworkinggroups.

• Maintainclear,concise,timely,andaccuratecommunication.

• Buildthe reputationoftheIndiaStudentInformationteamthroughproactiveinitiativesandparticipationinrelevantforums.

• Preparemonthlyreportsonkeyprocesses.

PerformanceandBehaviouralIndicators

• OperationalExcellence–AttritionPercentage

• ChangeLeadershipandShapingCulture–ManagerialFeedback

• ResultOriented–DeskTimeProductivityandEffectiveness

• BusinessAcumen

• ManagingRelationships

• CustomerLeadership

• InspiringCommunication

• EmpoweringOthers

• EntrepreneurialOrientation

TheKRAsandKPIsshouldbeassessedtwiceayeartoensureconsistentperformancealignedwithexpectations.Potentialchallengesinmeasuringperformanceduetoorganisationalprocesscomplexitiesthathindertargetachievementshouldalsobeconsidered.

DesiredProfileQualification

• Graduatedegreeorequivalent.

• Atleast8–10yearsofexperienceinasimilarrole.

• ProficiencyinMicrosoftOfficeandCRMsoftware.

• Experience in higher education or a related field is preferred.