Senior Manager – Student Experience & Wellbeing (Quality & Counselling)

Company Overview

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Job Summary

The Senior Manager – Student Experience & Wellbeing (Quality & Counselling) is responsible for enhancing the overall student experience within university residential campuses. This role focuses on ensuring high-quality residential services, promoting student wellbeing, managing counselling support, and driving continuous improvement through feedback analysis and quality audits. The position acts as a vital link between students, campus staff, and university stakeholders to proactively address concerns, foster a positive community, and uphold institutional standards.

Responsibilities

• Own and drive the student experience and quality agenda across student residences, establishing and monitoring service standards.
• Conduct regular student interactions, floor visits, feedback sessions, and quality audits to identify issues and areas for improvement.
• Develop and implement initiatives to enhance student satisfaction, engagement, and community inclusiveness.
• Establish a structured mechanism for collecting, analyzing, and acting upon student feedback and grievances, ensuring timely resolution and confidentiality.
• Build strong relationships with students through forums, listening sessions, and engagement activities, working closely with student representatives and councils.
• Conduct periodic quality audits of residential facilities, monitor compliance with SOPs and policies, and coordinate corrective actions.
• Analyze student feedback, complaints, and service data to identify trends, develop actionable insights, and drive continuous improvement initiatives.
• Collaborate with various campus departments including Student Housing Operations, Counselling, Security, Housekeeping, Engineering, Medical Centre, and other university units for coordinated student support.
• Support critical incident and sensitive case management, ensuring proper escalation, documentation, and confidentiality.
• Prepare management dashboards and reports on student experience metrics, quality audits, and feedback analysis.

Qualifications

• Educational Qualifications:
  • Bachelor's or Master's degree in Psychology, Counselling, Social Work, Education, Hospitality, Student Affairs, Business Administration, Operations, or a related discipline.
  • A Master’s degree in Psychology, Counselling, Social Work, or Student Affairs is preferred.
• Professional Experience:
  • 8–12 years of relevant experience in university/higher education, student services, residential operations, counselling, customer experience, hospitality, or institutional quality management.
  • Experience managing student-facing teams and working with multiple stakeholders is highly desirable.

Key Technical Skills & Soft Skills

• Strong student-centric approach and empathy
• Excellent interpersonal and communication skills
• Expertise in counselling coordination and student wellbeing
• Knowledge of quality management and grievance handling
• Proficiency in data analysis, problem-solving, and continuous improvement methodologies
• Effective stakeholder management and conflict resolution skills
• Ability to handle sensitive situations with emotional maturity and discretion
• Strong ownership, accountability, and professional integrity

Preferred Skills

• Experience in large university or campus environments
• Familiarity with student feedback systems and service quality KPIs
• Knowledge of health and safety standards in residential settings
• Ability to develop and implement proactive student engagement frameworks

Experience

• 8 to 12 years of relevant experience in student affairs, residential operations, counselling, or customer experience within higher education or similar large-scale campus environments.

Environment

• The role is based on a full-time basis, primarily working within university residential campuses.
• The work environment involves interacting with students, staff, and external stakeholders.
• The position may require occasional travel for audits, training, or stakeholder meetings.
• The setting is predominantly office-based with field visits to residential facilities.

Salary

Not specified

Growth Opportunities

Not specified

Benefits

Not specified