Student Service Lead

ABOUT ALU

ALU provides higher education for a higher purpose. Our students declare missions, not majors.
They develop the real-world skills to take on the world’s most pressing challenges. And they take ownership of their learning from day one through our peer and student-led approach – because ALU believes in the power and agency of young people to start shaping the future right now.
Together with a world-class faculty and staff, our students are igniting a ripple of positive impact across Africa and the world.

We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities.

HOW WE WORK

The ALU Team works in starkly different ways to traditional academic bureaucracies. We approach education from first principles, empower individuals to design, test, and implement creative new ideas, and work closely together to craft transformative learning experiences. We are deeply passionate about our students and excited by the challenge of building something entirely new.

The African Leadership University is committed to ensuring the safety and Well-being of all students under our care. As part of this commitment , we have a comprehensive safeguarding policy in place , which outlines our Zero-tolerance approach to any violation of safeguarding.

ABOUT THE TEAM

The Student Life team is at the heart of our university’s vibrant community. We are committed to creating a dynamic and supportive environment that fosters students’ interests within and beyond their mission, an authentic pan-African network, individual student growth, well-being, and opportunities for fun! Our team is dedicated to providing exceptional services and experiences that enrich the lives of our students. We strive to build a strong sense of belonging and empower students to reach their full potential.

ABOUT THE ROLE

The Student Services Lead manages the Immigration, Residential & Meals, Insurance, and Financial Aid Functions, and reports to the Student Life Manager. Together, this team makes sure every student at ALU Rwanda has a safe place to live, good food to eat, the right paperwork to stay in the country, and the financial support they need to complete their studies.

This is not a role for someone who only keeps existing processes running. The Student Services Lead is expected to notice when something isn't working, whether that's a slow process, an outdated policy, or a gap in how information is tracked, and to fix it. Much of the day-to-day work depends on other teams finishing their part first, so this person needs to be comfortable managing deadlines they don't fully control, and confident enough to follow up, escalate, or plan around delays when they happen.

ROLE RESPONSIBILITIES

1. Leadership and Team Management:

• Lead and mentor: Lead the Immigration, Residential & Meals, Insurance, and Financial Aid functions, giving each person clear direction and development opportunities.
• Delegate tasks and responsibilities effectively: Ensure efficient workflow and optimal utilization of team resources.
• Cross-functional collaboration: Work closely and routinely with the Registrar, Student Recruitment, Enrollment & Admissions, Operations, Student Finance, and Central Finance teams to keep processes aligned across departments.
• Deadline Dependency management: Plan timelines that rely on other departments, monitor progress closely, assess risks, and escalate delays early to maintain accountability.
• Performance management: Hold regular one‑on‑one conversations to check in and provide honest feedback when change is needed, and periodically evaluate performance and give constructive guidance to support team growth and development.
• Process improvement: Identify gaps in existing processes, policies, and system workflows, and lead their redesign to improve efficiency and outcomes.

2. Housing and Meals:

• Oversee Housing Operations:
• Manage the student housing process, including applications, assignments, move-in and check-out procedures.
• Ensure that student housing facilities are well-maintained, safe, and conducive to learning and community building in collaboration with the Operations & Facilities team.
• Address student housing concerns and resolve issues promptly and effectively.
• Understand and report on the cost implications of housing operations in collaboration with the Operations & Facilities team.
• Coordinate Meal Services:
• Collaborate with catering providers to ensure that students have access to nutritious and culturally diverse meals.
• Manage meal plan options and address student dietary needs and preferences.
• Monitor the quality of meal services and gather student feedback to ensure satisfaction.
• Enhance Student Experience:
• Develop and implement programs and initiatives that enhance the student housing and dining experience.
• Create opportunities for students to connect and build community within their living spaces.
• Foster a welcoming and inclusive environment in student residences.
• Create community-building events for residential students to bond and build networks outside the classroom.

3. Immigration Services:

• Visa and Permit Support:
• Guide and support students through the visa and permit application process.
• Provide information and assistance with immigration regulations and requirements.
• Liaise with relevant government agencies and embassies to ensure smooth immigration procedures for students.
• Maintain working knowledge of visa, immigration, and travel advisory requirements across a broad range of countries, reflecting ALU's pan-African student body, and build & maintain contacts such as embassies, immigration offices, or agents who can be drawn on for less familiar cases.
• Compliance and Documentation:
• Maintain accurate records of student immigration documents and ensure proper regular reporting in compliance with all relevant regulations.
• Stay up-to-date on immigration policy changes and communicate updates to students and staff.
• Provide training and support to students/staff on immigration procedures and best practices.

4. Financial Aid:

• Financial Aid Administration:
• Oversee the administration of financial aid programs, including scholarships, grants, and loans.
• Develop and implement policies and procedures for financial aid applications and disbursement.
• Ensure compliance with all relevant financial aid regulations and reporting requirements.
• Monitor grantee progression and ensure compliance with financial aid requirements.
• Design and manage the disbursement process for limited financial aid funds using clear, equitable criteria, and report on outcomes.
• Query and analyze student funding data in Salesforce to produce reports for funding partners and executive leadership on a monthly, termly, bi-annual, and ad hoc basis.
• Student Support:
• Provide guidance and support to students on financial aid options and application procedures.
• Counsel students on budgeting, financial literacy, and responsible debt management.
• Address student inquiries and concerns regarding financial aid in a timely and professional manner.
• Respond to emerging student financial crises and adjust policies or processes afterward to reduce recurrence.

5. Scholar Liaison:

• Program Management:
• Program oversight: Manage the overall requirements of scholar enrollment criteria, ensuring compliance with institutional standards and smooth administration of program processes.
• Monitor scholar progress and ensure compliance with scholarship requirements.
• Organize events and activities that foster community and networking among scholars.
• Develop and maintain strong relationships with scholarship sponsors.
• Provide ongoing support and guidance to scholars throughout their academic journey.

6. Systems and Data Management:

• Maintain accurate student records in Salesforce, covering housing, immigration, insurance, safeguarding, and disability accommodations.
• Understand how this data feeds into admissions, matriculation, term registration, reporting, invoicing, and reconciliation processes elsewhere in the university.

7. Budget and Vendor Management:

• Own the budget across housing, meals, immigration, and financial aid functions, working with Operations to understand cost drivers.
• Lead the annual negotiation and review of student insurance contracts.
• Manage other vendor contracts and renewals, comparing options and negotiating terms.

Ensure the safety and well-being of all young persons and vulnerable adults with whom we deal, by adhering to ALU’s comprehensive safeguarding policy, maintaining a zero-tolerance approach to any violations of safeguarding standards.

REQUIRED EXPERIENCE

• Master's degree in Student Affairs, Higher Education Administration, or a related field.
• Minimum of 5 years of experience working in student services, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated experience in managing housing and meal services, immigration procedures, financial aid programs, or scholar liaison activities.
• Strong understanding of student development theory and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Practical experience using a CRM or student information system (e.g. Salesforce) to manage records and produce reports across multiple functions.
• Experience managing a multi-line budget and negotiating or renewing vendor contracts (e.g. insurance).
• Exposure to visa and immigration requirements across multiple countries.
• Experience people management

REQUIRED COMPETENCIES

Functional Skills:

• Student Services Management: Expertise in managing various aspects of student services, including housing, immigration, financial aid, and scholar support.
• Policy and Compliance: Knowledge of relevant policies, regulations, and best practices in student services.
• Communication and Interpersonal Skills: Ability to communicate effectively with students, staff, and external stakeholders.
• Problem-Solving and Decision-Making: Skills in analyzing situations, identifying solutions, and making informed decisions.
• Leadership and Team Management: Proven ability to lead and motivate a team, delegate effectively, and foster a positive work environment.
• Financial and Data Acumen: Ability to manage budgets, analyze data, and produce reports that inform funding and operational decisions.
• Procurement Expertise: Skilled in vendor negotiation, contract renewal, and cost-effective purchasing decisions.

Soft Skills:

• Empathy and Compassion: Demonstrated empathy and compassion for students and their diverse needs.
• Cultural Sensitivity: Sensitivity to the cultural backgrounds and experiences of ALU students.
• Organization and Time Management: Ability to manage multiple tasks and priorities effectively.
• Customer Service Orientation: Commitment to providing excellent service to students and stakeholders.
• Integrity and Ethical Conduct: Adherence to ethical principles and professional standards in all interactions.
• Time and Deadline Management: Comfortable managing deadlines that depend on other departments' timelines, escalating proactively when needed.