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About this Role
As the Assistant SSO Manager, you will be responsible for monitoring and managing the students’ study progression. You will lead and manage our Student Support Officers Team. To be successful in this role, you should be analytical, a fast-learner, and organised with a proactive attitude and strong leadership skills. This role reports directly to the Business Operations Manager.
Competencies and Qualifications:
1. Demonstrated ability to work in a team environment
2. Excellent time management and organisation skills
3. Familiarity with Microsoft Teams for team collaboration
4. A high level of maturity and the ability to communicate with a diverse range of people
5. Advanced technical skills including MS Office (Word, Excel, PowerPoint, Outlook, Office365)
6. Superior attention to detail and accuracy
7. Highly adept at process creation, improvement, and implementation
8. Strong critical thinking and analytical skills
9. Proactive and flexible; can effectively deal with changing priorities
10. Can problem solve, gather, and analyse relevant information and make sound recommendations
11. Demonstrated ability to provide high quality customer service, including showing patience, persistence in caring and follow-up, passionate in motivating peers
12. Excellent English communication skills (written and verbal)
13. Excellent leadership and developmental skills
14. High energy and dedication levels
15. Good people management and retention skills
16. High flexibility to change
17. Ability to handle conflict and difficult situations
18. Understand student life cycle communication touchpoints
19. Ability to motivate and inspire others in the team to work to the best of their ability and reach their full potential.
Responsibilities:
1. Meet organisational KPIs and targets for the SSO (Student Support Officers) team
2. Provide monthly forecasts of enrolment completions
3. Manage student progression
4. Ensure and monitor accuracy of all data
5. Conduct audits in all SSO processes to ensure compliance
6. Ensure all scheduled email s and catch-ups with students and Assessors are being done within the required timeframes
7. Deliver timely detailed reports
8. Ensure all procedures and written notices are documented and implemented
9. Audit students records and documentation and workflow to ensure compliance and best practice
10. Facilitate succession planning within your team by fostering leadership development and identifying gaps in skill
11. Implement changes and quality improvements seamlessly within the team
12. Exhibit effective communication skills with all staff and students
13. Manage and dedicate tasks and ensure effectiveness and efficiency
14. Establish strong working relationship with the other managers and staff
15. Conduct training after gaps in skills have been identified
16. Mentor the tea m me mbers and foster a motivating work environment to enhance productivity and employee development
17. Collaborate closely with other managers across the organisation to ensure seamless coordination and alignment of strategies, resources, and objectives, fostering a cohesive and unified approach towards achieving organisational goals.
18. Perform other tasks as assigned by the Business Operations Manager
To be Successful in this Role You Will Need:
a. Bachelor’s degree or higher qualification
b. Minimum of two years of managerial experience
c. Excellent English communications skills (both written and verbal)
d. Experience working in a multinational organisation a must
e. Managing multinational staff highly advantageous
f. Demonstrated experience in a similar role is preferred
g. Experience using aXcelerate or similar Student Management System is an advantage
h. Australia Registered Training Organisation (RTO) experience is preferred
i. Understands ASQA and DESBT Compliance is an advantage
