Lead, Student Care

Nanyang Technological University; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

Nanyang Technological University’s School of Electrical and Electronic Engineering Undergraduate Office seeks a Lead, Student Care to oversee student welfare, pastoral care, and complex case management. You will coordinate academic interventions, at-risk follow-up, and disciplinary matters in collaboration with faculty and admin teams.

The role emphasizes confidential guidance, strong interpersonal skills, and governance of student-care processes, reporting, and Wellbeing Office collaboration to

Qualifications

• Bachelor’s degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or related discipline.
• Minimum 5 years of relevant experience in higher education, student affairs, student support, 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.

Responsibilities

• Lead pastoral-care cases, including complex and high-risk matters, with escalation pathways.
• Own academic intervention and at-risk student follow-up with faculty and admin colleagues.
• Coordinate school-level student discipline and conduct cases with documentation and escalation.
• Support Leave of Absence, withdrawal, reinstatement and wellbeing referrals.
• Maintain crisis and escalation pathways and collaborate with the Wellbeing Office and services.
• Develop and maintain SOPs, case-management documentation, records, reporting and trend analysis.
• Supervise the Assistant Manager, SEN & Student Support Programmes and interface with SEN and Student Life.

Skills

Pastoral care

Stakeholder management

Case management

Confidentiality

Interpersonal skills

Education

Bachelor’s degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or related discipline

Job description

Lead, Student Care

School of Electrical and Electronic Engineering (EEE) - Undergraduate Office

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.