Senior Manager – Student Experience & Wellbeing

# Senior Manager – Student Experience & Wellbeing (Quality & Counselling) ## Company Overview *Not specified* ## 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*