Senior Executive, Student Success Team

UNITAR International University; Petaling Jaya; On-site; MYR 72,000 - 108,000; Full time

Job summary

UNITAR International University is seeking a Senior Executive, Student Success to act as a lead case manager for assigned student groups. The role provides mentorship to executives, manages complex student cases, and ensures proactive communication and intervention for at-risk students.

The position involves executing onboarding communications, tracking progress, and supporting orientation activities while collaborating across departments to resolve issues and drive service improvement.

Qualifications

• Bachelor’s degree in a related field.
• Minimum 2–3 years of relevant experience in student services or related fields.
• Experience handling student or customer cases and resolving complex issues.
• Strong interpersonal and communication skills.
• Proficiency in English and Bahasa Malaysia.

Responsibilities

• Execute student onboarding communications and tracking in line with the onboarding framework.
• Identify, track, and engage at-risk students to improve retention.
• Support onboarding and academic engagement initiatives.
• Deliver and monitor orientation welcome sessions and first-month handholding activities.
• Manage and guide Executives in executing student satisfaction surveys and rescue strategy follow-ups.
• Collaborate with other departments to resolve student issues effectively.
• Contribute insights for process improvement and service enhancement.

Skills

Case management

Interpersonal communication

Problem solving

Education

Bachelor’s Degree in Business Administration, Marketing, Education, Psychology, Communications, Management

Job description

The Senior Executive, Student Success, serves as a lead case manager for assigned student groups. This role provides mentorship to executives, manages complex student cases, and ensures proactive communication and intervention for at-risk students.

Key Responsibilities:

Execute student onboarding communications and tracking in line with the onboarding framework.

Identify, track, and engage at-risk students to improve retention.

Support onboarding and academic engagement initiatives.

Deliver and monitor orientation welcome sessions and first-month handholding activities.

Manage and guide Executives in executing student satisfaction surveys (STAD) and rescue strategy follow-ups.

Collaborate with other departments to resolve student issues effectively.

Contribute insights for process improvement and service enhancement.

Requirements:

Bachelor’s Degree in Business Administration, Marketing, Education, Psychology, Communications, Management, or a related field.

Minimum 2–3 years of relevant experience in student services, customer success, student engagement, education, customer service, or a related field.

Experience in handling student or customer cases and resolving complex issues will be an advantage.

Strong interpersonal and communication skills, with the ability to engage effectively with students and internal stakeholders.

Good problem-solving and case-management skills.

Proactive, empathetic, and student-oriented approach.

Good command of written and spoken English and Bahasa Malaysia.

In 1997, UNITAR International University was established as the first virtual university in Southeast Asia and one of the earliest private universities in Malaysia. The university achieved a significant milestone by becoming the first institution in Asia to receive a QS 5-Star Rating in the Online Learning category. This recognition underscores UNITAR's commitment to innovative and accessible education.

UNITAR Education Group fosters a high-performance culture rooted in its commitment to academic and professional excellence. This culture is evident through its rigorous standards, continuous improvement efforts, and dedication to producing industry-ready graduates.

In 1997, UNITAR International University was established as the first virtual university in Southeast Asia and one of the earliest private universities in Malaysia. The university achieved a significant milestone by becoming the first institution in Asia to receive a QS 5-Star Rating in the Online Learning category. This recognition underscores UNITAR's commitment to innovative and accessible education.

UNITAR Education Group fosters a high-performance culture rooted in its commitment to academic and professional excellence. This culture is evident through its rigorous standards, continuous improvement efforts, and dedication to producing industry-ready graduates.