Student Services Operations Lead — Hybrid

Singapore University of Social Sciences (SUSS); Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid Work Arrangement

Medical Benefits

Flex Benefits

Family Care Leaves

Volunteer Service Leaves

Wellness & Recreation Activities

Lifelong Learning Opportunities

Career Development Opportunities

Job summary

Singapore University of Social Sciences (SUSS) seeks an experienced Student Case Manager to support the Office of Academic Services. You will independently manage complex student enquiries, appeals, feedback, and escalated cases, ensuring fair, policy‑driven resolutions.

You will collaborate with multiple stakeholders, document investigations and decisions, and help improve workflows to deliver student‑centric service during peak academic periods.

Qualifications

• Degree holder with at least three years of relevant experience in student administration, operations, customer service, project management, or related fields.
• Experience in higher education, public service, contact centre operations, service transformation, or digital implementation projects will be an advantage.

Responsibilities

• Independently manage and resolve complex student enquiries, appeals, feedback, and escalated cases referred by outsourced service providers, schools, and administrative departments.
• Conduct end-to-end investigations by reviewing policies, student records, system data, historical interactions, and supporting documentation.
• Analyse case scenarios and recommend appropriate resolutions by balancing policy intent, operational feasibility, fairness, institutional considerations, and student impact.
• Exercise sound judgement where existing policies or precedents may not fully address the circumstances.
• Identify operational risks and downstream implications before recommending decisions.
• Coordinate cross-functional stakeholders to facilitate timely and effective case resolution.
• Maintain accurate documentation of investigations, decisions, and follow-up actions.
• Manage sensitive student interactions professionally, with strong service recovery capabilities.
• Identify recurring operational issues and recommend improvements to policies, workflows, or service delivery.

Skills

Analytical thinking

Problem solving

Stakeholder management

Communication skills

Project management

Education

Bachelor's degree

Job description

Singapore University of Social Sciences (SUSS) seeks an experienced Student Case Manager to support the Office of Academic Services. You will independently manage complex student enquiries, appeals, feedback, and escalated cases, ensuring fair, policy‑driven resolutions.

You will collaborate with multiple stakeholders, document investigations and decisions, and help improve workflows to deliver student‑centric service during peak academic periods.