Senior Student Success Case Manager

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

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.