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Manager, Student Resolutions

Job No: KAP907
Location: Sydney, Australia

  • Excellent work/life balance
  • 26 days annual leave, including 1 for your birthday
  • 13 weeks paid parental leave. Discounts on medical ins, banking & more

Role

About the Role

This role sits in Kaplan Professional, Australia’s leading provider of online financial services & leadership vocational and postgraduate education programs.

Lead a team of five, responsible for the resolution of complex student cases.

Student cases will be things such as assessment result queries, deferral and extension requests, supporting students identified as not making satisfactory academic progress, and complaint resolution.

Responsibilities

  • Manage, coach and support your team members
  • Oversee management and resolution of complex student cases
  • Act as a technical resource on detailed matters
  • Embed best practice of student centric practices
  • Continuously review and enhance your team’s standards and quality practices
  • Trend analysis and reporting accountabilities

Requirements

  • Experience of service delivery & dispute resolution management, in an educational environment
  • Experience in managing people and a busy team’s workflow
  • Experience managing quality assurance processes
  • Reporting and data analysis skills
  • Experience of Salesforce and learning management systems, desirable
  • Knowledge of regulatory requirements in the education sector, desirable

Benefits

  • 26 days annual leave, including 1 for your birthday
  • 13 weeks paid parental leave
  • Regular office hours, excellent work/life balance
  • Collaborative & friendly company culture
  • Income protection insurance
  • Discounts on health insurance
  • Discounts on Kaplan study courses and programs
  • Discounts on HSBC banking products and services

Kaplan

Kaplan Australia offers you the opportunity to work for one of the world’s leading providers of lifelong education. 

Join Kaplan and you’ll be part of around 1000 people who work across a range of professional and academic roles in our offices and campuses around the country. 

Your working environment will be collaborative, challenging and entrepreneurial in spirit, where your efforts will be rewarded, and your ideas welcomed.


To see the position description, please click here: Position description

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