About GUS Education India (GEI)
- GUS Education India (GEI) is the education arm of Global University Systems, a leadingEuropean Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.
Nature of The Job
- Producing former student transcripts and confirmation of awards including communicating withexternal customers in collaboration with the Registry Former Student Records team.
- Providing administrative support to the Academic Registry Team as required by Team LeaderQuality Assurance Hyderabad; this will require flexibility in the post-holder, who will need to provide support across the whole range of Academic Registry workload, including supporting student casework matters relating to Student Disciplinary and Student Complaints administration.
Job Purpose
- The Academic Registry plays a key role in the Universitys central academic administration.This role is part of the Academic Registry, which has responsibility for integrity of awards made by the University in line with its Degree Awarding Powers and for quality and standards assurance of all programmes.
- The department drafts and maintains all academic-related policies, regulations andprotocols, supports applications for approval and ensures that all programmes comply with regulatory requirements, provides analysis of standards and quality indicators (progression and awards statistics, student feedback, external examiner comments, etc.).
Key Accountability
Actions
Client Service
- Promote and sustain a constructive, supportive, and friendly working relationship with all customers, external and internal, and University colleagues.
- Manage the Quality Assurance Team (Hyderabad) to ensure delivery of excellent service to all customers, internal and external.
- Assist the Quality Assurance Team with workload as needed.
- Administer the Former Student Records service in relation to preparation of student transcripts, confirmation of studies, etc.
- Provide administrative support regarding Disciplinary Cases, Complaints, Fee and other Appeals, and Review of Assessment Decisions.
- Provide support to the clerk of the Committees and Examination Boards as required.
Teamwork
- Support colleagues to provide an efficient, flexible, proactive customer focused service.
Professional Skills
- Actively take responsibility for your own personal career development in all respects.
- Through active networking and research develop an awareness and knowledge of the Higher Education sector.
- Enhanced Microsoft Office skills, in particular Excel and Word.
- Enhanced database skills (Unit-e and Access)
Additional tasks
- In addition to the responsibilities listed above, the job holder may be required to perform other duties assigned by the Team Leader Quality Assurance (Hyderabad)from time to time.
- This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.
- This job description is correct at [date]. It may vary in consultation with the post holder to reflect changes within the marketplace, in Registry department and the University.
KRAs
KPIs
Providing a first-class service to our students and agencies
- All the calls to be answered within 20 seconds
- FR, AR and Orders to be actioned within TAT once assigned
- Appropriate follow-up and timely response to the students/agencies
- Achieving and maintaining the quality score
Contribute to effective teamwork
- Set an example and a become subject matter experts to enable yourself to become more self-sufficient and with time train new joinees
- Regular and effective updates and knowledge sharing with the colleagues
- Demonstrate ownership of the assigned task and complete as per timelines and flagged issues
Build and maintain process knowledge and demonstrate effective troubleshooting
- Be proactive in building and maintaining your process knowledge
- Demonstrate accountability for any work assigned and complete as per the deadlines ensuring quality guidelines are met
- Identify and flag any process issues and troubleshoot where required making effective use of tools available
Build and maintain effective relationships with stakeholders
- Engage with and contribute to any working groups as assigned
- Clear, concise, timely, accurate and transparent communication
- Contribute to building relationships with colleagues in UK
Customer Focus
- Business Acumen
- Managing Relationships
- Customer Leadership
- Operational Excellence
- Teamwork
Self-Focus
- Effective Communication
- Adhering to policies (Regularization and Desk time)
- Scheduled adherence (Shrinkage)
- Feedback adherence and improvement
The Key Result Areas (KRAs) and Key Performance Indicators (KPIs)should be assessed biannually to ensure that the person carrying out the job is consistent performance aligned with Potential challenges in measuring performance due to complexities in organizational processes that hinder target achievement need to be considered.
Qualification
Essential
- Bachelor's degree or equivalent
- At least 1 year of experience in a similar role
- Proficient in Microsoft Office and CRM software
- A level education (or equivalent)
- English Language to IELTS 7.5 or equivalent
Desirable
- Degree or equivalent qualification
Skills
Essential
- High level of attention to detail
- Excellent level of literacy
- Excellent level of numeracy
- Good IT skills using MS Office software (particularly Word and Excel) and databases.
- Ability to understand complex regulations and provide consistent advice Understanding of when decisions need to be escalated.
- Excellent oral and written communication skills
- Excellent organizational and administrative skills
Desirable
- Ability to identify opportunities for improvements to practices.
Behavioral
- Customer focused attitude to work
- Flexible, positive
- Ability to remain calm under pressure.
- Conscientious and committed to the organization and department.
- Commitment to team-working and support Methodical approach.
- Ability to embrace change in a professional environment.
- Ability to work independently and manage own workload.
- Able to deal calmly and professionally with difficult situations.
- Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally.
- Ability to lead by example and motivate line reports
Relevant Experience
Essential
- Demonstrated experience in the operation of complex administrative systems.
- Experience of entering information into and interrogating databases.
- Experience of working in a customer service environment
Desirable
- Experience in Higher Education environment.
Special Circumstances
Essential
- Flexibility in working hours will be required to meet demands of the role.
GUS Values
- GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
- There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.
BENEFITS
- At GUS Education India, GEI we want employees to feel comfortable, bringing their passion, creativity, and individuality to work. We truly believe that diverse culture, backgrounds, and experiences drive innovation.
- Medical insurance to its employees, applicable as per third party payroll.
- To make the daily commute easier, safe, and less stressful, the company provides cab facilities to employees to and from the workplace within 30 kms radius.
- The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered as per third party payroll.
