# Student Services Team Lead > Online Education Services · Cape Town, South Africa (Hybrid) · Full-time · Posted 2026-07-03 **Workplace:** hybrid **Department:** CPT - Learning Solutions - Helpdesk ## Description **Working Practices: Hybrid | Mondays and Thursday in office and remaining days remote**  **Contract Type: Permanent**  **Working Hours: 07H00 - 15H30 SAST**  **Reports to: Associate Manager, Student Support** **Role Summary:** The Student Services Team Lead will be responsible for the Student Services Team who manage student life cycle activities from Admission to Graduation. The Team has a significant role in maintaining student data for both the company and the University, using newly implemented student management systems which require further development.   **Key Responsibilities:**  **People management and leadership**  - Lead, develop and motivate a student focused team so that they thrive in a high performance, values based and student-centric environment  - Maximise employee engagement  - Develop a high level of team capacity and skills in an evolving environment  - Provide regular feedback and support to individual team members by assisting team members to develop and achieve personal and organisational goals  - Build team capacity via weekly briefing meetings and identify opportunities for processes to be improved  - Identify and implement training and development opportunities for the team  - Meet resourcing and budget requirements by utilising operational peaks and troughs and smart use of people skills  **Operational Effectiveness**   - Develop effective administrative systems and processes that lead the Student Administration team to continually improve services   - Liaise effectively with other SOL teams and Swinburne Student Operations to maximise the student experience  - Develop and prepare accurate and appropriate metrics and reports related to meeting service level agreements   - Oversee the appropriate resourcing of the team during peak/trough workload periods   - Develop resources, services and interventions that will provide excellent support for students   - Develop more effective processes which support academic functions   **What does success look like?** - A high-level of student satisfaction, success and engagement as evidenced through student satisfaction surveys  - Overall effectiveness of day-to-day operations as well as ensuring long term goal getting for the team is achievable and aligned with the business objectives  - The ability to identify and report on issues affecting students and the capacity to propose strategies that will help to resolve them  - Ability to actively demonstrate the Company’s values. ## Requirements - Extensive experience and demonstrated ability to lead, support and provide feedback to enhance and develop a team in an evolving environment  - A demonstrated commitment to exemplary customer service principles and the ability to be flexible and responsive to customer needs  - Demonstrated ability to positively contribute to the development of a culture that maximises employee and student engagement  - Excellent interpersonal communication skills to facilitate the provision of advice and support required by both staff and students  - Excellent written communication skills and an eye for detail  - Experience in an administrative role which required coordination of a range of functions and provision of advice about, and interpretation of, policies and procedures, preferably in a tertiary education institution  - Evidence of being a hands-on self-starter with a solution-focused attitude to problem solving  - Demonstrated high-level computer literacy including the use of e-mail, word processing, spreadsheet, and database applications and the demonstrated capacity to learn new programs  - Completion of a degree with subsequent relevant work experience or an equivalent combination or relevant experience and/or education and training ## Benefits **These are some of the perks you can expect when you join the team:**  - Employee Assistance Program (EAP)  - Medical allowance  - Commute allowance  - Flexible work for genuine career-life fit  - A healthy and supportive company culture  - Generous annual leave  - Paid maternity and paternity benefits  - Study leave  - Professional development and mentoring  - Construct Culture Club events  - Company funded lunch and drinks every 8 weeks  \*Policy T&Cs apply for certain benefits ## Apply [Apply at Online Education Services](https://apply.workable.com/oes/j/8D7B17BA31/apply) --- Powered by [Workable](https://www.workable.com)