Student Affairs Partner (UAEN)

The Student Affairs Partner (UAE National) serves as the primary point of contact for all student-related inquiries requests and concerns under the Program. This role ensures a smooth and responsive student experience by managing communications resolving cases efficiently and providing continuous support to students throughout their academic journey. The candidate also plays a key role in maintaining accurate student data and ensuring compliance with established service standards and policies.

Key Responsibilities:

Student Support & Case Management

• Serve as the first point of contact for all student inquiries requests and complaints related to the Program.
  

• Work with students based in the USA Canada Australia and New Zealand and be able to work within the time zones of these countries and be on call capacity.
  

• Receive log triage and categorize cases in the Case Management System in line with defined workflows. Address and resolve low-complexity cases and escalate high-complexity cases to the team lead.
  

• Monitor open cases to ensure timely resolution within an agreed timeframe.
  

• Communicate regularly with students to provide updates clarifications and resolutions in a professional and empathetic manner.
  

• Ensure all interactions with students are logged accurately in the system or assigned tracker for audit and reporting purposes.
  

Coordination & Communication

• Collaborate closely with internal team members including advisors mentors finance and team leads to ensure effective case resolution.
  

• Maintain clear communication channels between students Client staff and service providers.
  

• Participate in regular case review meetings to identify trends recurring issues and opportunities for process improvement.
  

• Support orientation onboarding and awareness sessions for new or returning students ensuring clear understanding of program guidelines and requirements.
  

Data Integrity & Reporting

• Ensure accuracy and completeness of student data within the case management and reporting systems.
  

• Generate and maintain weekly and monthly reports on case volumes and resolution times.
  

• Identify common issues or areas of concern and provide input for service quality enhancements.
  

• Support the development and maintenance of standard operating procedures (SOPs) for case management.
  

Quality Assurance & Student Experience

• Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction.
  

• Provide feedback and suggestions for improving the student experience and communication processes.
  

• Uphold confidentiality professionalism and data protection standards in all dealings with student information.
  

Qualifications:

• UAE National
  

• 24 years of experience in student services academic administration or customer relations/customer-facing experience (preferably in education).
  

• Diploma or Bachelors degree in Education Communication Business Administration or a related field.
  

• Experience working in education scholarship programs or government entities is highly preferred.
  

• Strong communication and interpersonal skills with a service-oriented approach.
  

• Excellent organizational skills and attention to detail.
  

• Proficiency in MS Office and familiarity with CRM or case management systems.
  

• Fluency in English and Arabic is required.
  

Key Competencies:

• Student-Centric Communication
  

• Case Management and Problem Solving
  

• Coordination and Collaboration