Lead, Student Care

Nanyang Technological University Singapore; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Nanyang Technological University Singapore (NTU) seeks a Lead, Student Care to head the School's Student Care Manager function, overseeing pastoral care, academic intervention and student conduct coordination in collaboration with faculty and professional services.

You will lead complex cases, develop SOPs, maintain confidential records, and drive improvements across student-support services to safeguard wellbeing and success for students at NTU.

Qualifications

• Bachelor's degree in Counselling, Psychology, Social Sciences, Social Work, Education, or related discipline.
• Minimum 5 years in higher education, student affairs, or related field.
• Demonstrated ability to handle sensitive or high-risk cases with confidentiality.
• Experience supervising staff and improving student-support processes.

Responsibilities

• Lead pastoral-care cases, coordinate assessment, follow-up and escalation.
• Own academic intervention and at-risk follow-up with faculty.
• Coordinate conduct cases and escalation with governance.
• Support Leave of Absence, withdrawal, reinstatement and wellbeing referrals.
• Maintain crisis pathways and collaborate with Wellbeing Office.
• Develop SOPs, case-management records, reporting and trend analysis.
• Supervise Assistant Manager and interface with SEN and Student Life.

Skills

Interpersonal skills

Communication

Organisation

Documentation

Confidentiality

Stakeholder management

Education

Bachelor's degree in Counselling/psychology/social sciences/education

Job description

The EEE Undergraduate Office is seeking a Lead, Student Care to serve as the School's Student Care Manager. The role leads individual pastoral care and complex student cases, academic intervention and at-risk follow-up, student discipline coordination and student-care governance, working closely with faculty, academic administrators and relevant University professional services.

Key Responsibilities

• Lead individual student pastoral-care cases, including complex, sensitive and high-risk matters, and ensure appropriate assessment, follow-up, referral and escalation.
• Own academic intervention and at-risk student follow-up, coordinating actions with faculty, programme coordinators and academic administration colleagues.
• Coordinate School-level student discipline and conduct cases, including documentation, fact-finding, communication and management escalation.
• Support care-related Leave of Absence, withdrawal, reinstatement and financial/well-being referrals without duplicating process ownership held by other teams.
• Maintain clear crisis and escalation pathways and work closely with the University Wellbeing Office and other relevant professional services.
• Develop and maintain student-care SOPs, case-management practices, confidential records, reporting and trend analysis.
• Supervise the Assistant Manager, SEN & Student Support Programmes and maintain clear interfaces with SEN/support programmes, Student Life and Academic Operations.

Requirements

• Bachelor's degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or a related discipline; candidates with substantial relevant experience from other disciplines may also be considered.
• At least 5 years of relevant experience in higher education, student affairs, student support, social services, counselling-related administration, case management or a related field.
• Demonstrated ability to manage sensitive or complex cases, exercise sound judgement and work effectively with multiple stakeholders.
• Strong interpersonal, communication, organisation and documentation skills, with high standards of confidentiality and discretion.
• Experience supervising or coaching staff and improving student-support processes is preferred.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU