Manager – Student Service & Student Affairs

INTRODUCTION:

University of the People (UoPeople) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 170,000 students enrolled from more than 200 countries and territories, including 18,800 students who are refugees. UoPeople is accredited by the WASC Senior College and University Commission (WSCUC) and is recognized by the DEAC as an accredited online University.

We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world. See President Reshef’s TED talk when he announced the founding of the University.[ TED talk ]

UoPeople is an innovative university, and we welcome team members who bring creativity and innovation to their roles. We’re a fast-paced organization with remote teams all around the globe. If you’re a self-starter who wants to succeed alongside a passionate team, we’d love to hear from you!

UoPeople is supported by the generosity of individuals and foundations, including the Gates, Hewlett, Ford Foundations, Fondation Hoffmann, and others. The University has been covered by the New York Times, BBC, NPR, Times Higher Education, US News and World Report, and more. President Reshef’s TED Talk and Nas Daily interview about the University have 30 million views combined.

Role:

Location: Mysuru

Type of Hiring: Full Time

Role Brief:

Student Services

Key Responsibilities

• Oversee daily operations of Student Service & Student Affairs teams through 3 Team Leaders.
• Establish, monitor, and improve Standard Operating Procedures (SOPs).
• Resolve escalated issues and support team leaders in managing complex cases.
• Manage CRM systems including building advanced query, workflows, and generate data.
• Maintain dashboards and service performance metrics for ongoing monitoring.
• Prepare MIS reports and trend analysis to support leadership decision-making.
• Maintain working knowledge of Policy & Process on across areas like Programs, Courses, Registration, DAR, Learning Paths, Re-enrolment and Term cycle activities.
• Partner with various stakeholders like Moodle support, Program Advising, Academic Operations and with Tech teams to resolve issues.
• Meet the KPIs for team and achievement of student processing goals.
• Monitor, manage, and take accountability for team attrition, ensuring retention through engagement, motivation, and career development initiatives.
• Report operational performance, key metrics, and escalations to the Director – Student Processing.
• Drive process improvements and contribute innovative ideas to various projects.
• Collaborate with Student Processing Managers to plan and implement employee engagement activities.

Qualifications & Skills

• Proven leadership experience managing multiple teams and team leaders for minimum 3 years.
• Excellent CRM expertise: advanced queries, reporting, and workflow management.
• Advanced Excel proficiency: XLOOKUP, VLOOKUP, TEXTSPLIT, COUNTIF, Pivot Tables.
• Generic knowledge of Uopeople Program requirements & Tem cycle schedules.
• Excellent aptitude, logical reasoning and Data analytical skills.
• Ability to manage multi-processing simultaneously, problem-solving, decision-making, and conflict-resolution skills.
• Take ownership on assignments with strong prioritization and organizing skills.
• Effective communicator with strong interpersonal and organizational abilities.
• Polite, approachable, friendly, active listening leader, encouraging open communication, and empathizing with the team.
• Must have creative thoughts and ideas to improve processes and enhance efficiency.
• 5 to 8 years of overall Experience and Min 3 years as Team Lead/AM or 1year as Manager.