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The Independent Institute of Education is South Africa’s largest registered and accredited private provider of higher education. The IIE is also internationally recognised by the British Accreditation Council.
Varsity College, a brand of The IIE, leads in the provision of these exciting learning initiatives of The IIE. The IIE is registered with the...
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Duties and Responsibilities:
Student Application & Admission Administration
- Collaborates with the campus Student Recruitment team to generate student admissions related queries
- Follows up with the Student
- Recruitment team for missing student information in order to finalise all student admissions related queries
- Evaluates student admissions against the set admission criteria and communicates the appropriate outcomes
- Liaises with the campus Student Recruitment team during the admission evaluation process and assessment
- Escalates admission queries to the Senior Admission Officer or Admissions Manager
- Liaises with the campus Student Recruitment team on the management of admission waitlists
- Liaises with the campus Student Recruitment team on the management of declined admissions and expired offers and the issuing of new offers of study
- Documents management and issuance of appropriate admission letters
- Determines conditions associated with student admission and follows up on them thereafter
- Determines the eligibility of the admittees onto academic programmes
- Tracks student admissions through to registration
- Reports on admission progress to the Senior Admission Officer
- Adheres to established service level agreements of the admissions process set by the organisation
- Works with the Finance department on finance related issues of admission
- Works with the Senior Admission Officer to ensure admission compliance for the campus
- Works with the Admissions Manager on national admission projects
Student Registration Administration
- Checks pre-requisites for 1st to 2nd semester
- Verifies registrations against the admission criteria
- Checks the accuracy of student registration information on an ongoing basis
- Manages the de-registration and transfer process, and thereafter sends to the Finance department for processing
- Checks the National Senior Certificate (NSC) exception reports on a weekly basis
- Follows up on all outstanding documentation and uploads once received
- Determines eligibility and captures academic credits
- Determines maximum completion time and credit load of such registrations
- Allocates student grouping in line with campus scheduling requirements
- Maintains student files for a period of two years before archiving the files in line with the data retention regulations of the Protection of Personal Information Act (PoPIA)
- Ensures compliance of international students from a document perspective
- Adheres to the International Student Policy/Procedure and updates reports regularly
- Re-audits all registration files in line with the stipulated deadline for the Data Verification Report
- Re-audits all registration files by the audit date stipulated by the Registrar, this would include the following; the South African Qualifications Authority SAQA / Universities South Africa (USAF) qualifications, study visas and all conditional acceptance - including remarks, international Students and all outstanding documentation
- Tracks and monitors conditional admissions throughout the year such as one module outstanding / Universities South Africa (USAF) / South African Qualifications Authority (SAQA) / combined National Senior Certificate (NSC ) / study visas and all other ad hoc conditional admissions
- Adheres to the established service level agreements of the registration process set by the organisation
- Drafts letters for current students such as; Proof of Registration letters, Travel letters, Medical Aid letters, Universities South Africa (USAF) letters, SAQA letters and Study Permit letters
Reports & Other
- Facilitates continuous communication with the Assistant Registrar in relation to resolving the Registrar related queries
- Complies with The Protection of Personal Information Act (POPIA) legislation relevant to the Admission Centre
- Performs other ad hoc administrative and/or reporting duties as and when required
Competencies required:
- Superior interpersonal and communications skills
- Computer proficiency
- Planning skills
- Time management skills
- Deadline and results driven
- Best suited to a friendly, organised and systematic person who has an eye for detail and who works accurately and is able to handle pressure
Minimum Qualification Requirements:
- Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous
Minimum Work Experience Requirements:
- Minimum of 2 years admissions experience
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Duties and Responsibilities:
Student Registration and Academic Progression Counselling
- Supports the facilitation of where a change is required for students current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
- Ensures an understanding of the different curriculums (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.
Active Student Engagement and Support
- Assists with the dissemination of student related policies (new and updates).
- Support the student and provide guidelines on user accessibility and how to navigate the student platforms.
Student Query Resolution
- Manages the general email address and telephone line and log a query on behalf of the student if needed, respond to the student and/or escalate the query to the Customer Relations Officer.
- Assists and supports students on how to log queries via the appropriate channel/s for the query to be resolved within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre.
- Manages all administration accurately and assist with capturing details of all student contact made by the Customer Relations Centre on the academic system.
Assists with unresolved queries from the Customer Relations Centre and follow up with the Customer Relations Officer to provide feedback to the student.
- Assists with the roll out of all relevant customer related surveys.
Cross Departmental Query Resolution
- Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable smooth assistance from the Customer Relations Centre of student queries.
Team Support, General & System Administration
- Assisting with ensuring all students notes are captured in the academic system.
- Maintains a good knowledge of products and policies in order to ensure that students queries are dealt with correctly.
- Identifies and flags student query trends and escalates these identified trends to the Senior Customer Relations Officer where required.
- Plans an approach and implement initiatives to supports all members of the Customer Relations Centre team to ensure the efficient resolution of student queries.
- Complies with The Protection of Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
- Perform all elements of the administration to supports and collaborate with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.
Competencies required:
- Interpersonal and communications skills
- Computer proficiency
- Planning & time management skills
- Results driven and able to handle pressure
- Professionalism
- Empathy
- Customer service driven/focused
- Advanced administrative and organisational skills
Minimum Qualification Requirements:
- Minimum of a National Diploma/Advanced Certificate (NQF Level 6).
Minimum Work Experience Requirements:
- Minimum of 1 year(s) administrative and customer service experience, and 1 year of operational management / project management experience.
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Duties and Responsibilities:
Collections/Handovers
- Collections on outstanding accounts as per assigned aging
- Following protocol in line with Standard Operating Procedures when dealing with different aging buckets
- Meeting monthly collection targets and reducing portfolio risk
- Ensure that all payment plans are adhered to
- Escalation and assistance of account related queries (Billing/statements/Payments)
- Ensure follow-ups are done on PTP's (Promise to pay) made on specific dates
- Ensure all debit order returns are dealt with immediately and account payers are contacted to settle arrears and informed of rejection fee. First priority is to re-activate rejected debit order
- Manage holds on all accounts (current to be removed/arrears to be added)
- Ensure suspensions/Handover list are sent to Debtors Manager first to be checked and then campus
- Ensure confirmation is received from campus when suspension and handover is complete
- E-mails/Letters on overdue accounts must be sent at the appropriate time and in accordance with aging bucket
- Detailed notes to be inserted for each account monthly as per assigned Age.Relevant contact information and debit order details if applicable must be confirmed.
Administrations/Customer Service
- Credit balance investigations and updating status/notes on portal
- Assisting with campus finance administration functions as and when required
- Assisting and dealing with queries via FreshDesk (VC Assist) as and when required
- Assisting with other adhoc task when required
- Build sustainable relationships with internal and external stakeholders through open and interactive communication
- Handle account payer/student queries or compliants and provide appropriate solutions and alternatives.
Quality Management and Reporting
- This will include the evaluation of all other KPA (Key Performance Area)
- Items such as quality of work, deadlines met and query handling will be checked
- Quality of e-mails, calls and letters sent will also be evaluated
- Information sent and response to campus team. Queries logged and resolved.
Competencies Required:
- Knowledge of Full Function Credit Control
- Knowledge of Accounts Receivables/Debit Orders /Bank Statements
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external departments
- Good Interpersonal skills/Customer Service driven
- Analytical and Problem solving skills
- Sound numerical skills
- Best suited to a friendly, organised person who works accurately and is able to handle pressure
- Honest, trustworthy and ethical
- Time management skills
- Ability to work in a team
- Ability to produce basic reports using Microsoft Office
Minimum Qualification Requirements:
- Minimum of Matric, Credit Management / Bookkeeping /Financial qualification advantageous
Minimum Work Experience Requirements:
- Minimum of 2-5 years credit control experience
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Duties and Responsibilities:
Building Partnerships and Schools Database
- Sources and identifies new schools to establish relationship with.
- Builds partnerships with schools to source and secure school placements for students on the identified campus.
- Manages all communications with identified partner schools and maintains records of contacts and progress.
- Establishes and maintains schools database.
- Identifies and sources opportunities for service learning.
- Approaches relationships in a manner to ensure a professional and harmonious relationship with partner schools.
- Support the campus/es in the organisation of partner school acknowledgments.
Student Placements Co-ordination
- Consults and reviews placement forms from registered students at start of year and allocate students to schools.
- Manages communication process to students of final placements.
- Tracks student school placements over the required years of the programme to ensure diversity in school experience.
- Tracks lecture attendance of students across identified module.
- Identify and flag at risk students for TE. Advise students that have been denied access and advise on remedial steps.
- Keep records of students and TE placements.
- Police clearance certificates: Sources independent companies and manages the process.
School Communication
- Compiles all written communications to be sent to partner or potential schools including placement requests, placement confirmations and thank you notes.
- Collate the Information of the student and supervisor for the Mentor Teacher Information pack.
- Liaises with relevant stakeholders on Campus to review and sign off on communications.
- Follows up with schools to check on students at inception of TE and maintain contact.
- Deals with any issues that may arise during TE and resolve effectively.
Co-ordination of Teaching Experience Supervisors
- Sources TE supervisors as per the required scope.
- Onboards TE supervisors including briefings and training.
- Plans the supervision allocation of supervisors to students and deals with any day to day operational or scheduling issues.
- Establishes and updates the database of TE supervisors.
Competencies required:
- Administrative
- Communication
- Organising
- Time Management
Minimum Qualification Requirements:
- Minimum of an Advanced Diploma or Bachelor's Degree.
- Postgraduate Qualification advantageous.
Minimum Work Experience Required:
- Minimum of 3 years administration experience in a similar role (school or education context ideal).
Special Requirement:
- Own vehicle and valid driver's license
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Duties and Responsibilities:
Sales Target Planning, Management and Achievement.
- Designs the approach and operationalises the Online Student Recruitment Centre and sales process online.
- Plans the Online sales pipeline and sets targets across all consultants for the Online Centre.
- Sets and manages the Online Centre targets with the Sales Operations Manager (Postgraduate & Distance).
- Designs review processes for assessing the Online Centre target achievement and implementing remedial actions where applicable.
- Implements and enforces Student Recruitment policies and processes for the Online Centre.
- Provides input into the overall Online Centre planning through participation in the senior management team for the Online Centre.
- Formulates action plans to boost student numbers for the Online Centre.
- Ensures that semester and annual targets are consistently met in all categories.
- Ensures all sales team members are applying the enquiry process and administration procedures correctly and monitors consultations and follow up calls to ensure they are being done correctly, as well as monitoring and tracking of leads through the application to registration process.
- Manages individual team member's contribution to ensure the achievement of the overall Online Centre target.
- Conducts meetings with the Online Centre sales team and the individual staff members to track conversions and contribution to target and implement corrective measures if applicable.
Student Recruitment Guidance and Customer Service Management
- Reviews all presentations and approaches relating to Online student recruitment to ensure consistency of messaging.
- Monitors the quality of consultations by assessing standards and consistency of service and provides training, development and guidance to implement corrective measures if required.
- Conducts post registration analysis, identifies trends or gaps and implements improvements.
- Reviews and assesses all branding on templates.
- Reviews the events messaging and approach and communicates to consultants to ensure consistency of application.
- Represents The IIE's Varsity College at functions to promote the brand.
- Manages and resolves escalations and complaints.
- Manages a consistently high level of customer service with regards to the sales cycle.
- Plans for capacity in the Online Centre and ensures that the team adheres to the administration process and admission policy.
- Maintains sound relationships with internal and external stakeholders in accordance with company policies and procedures.
- Engages with stakeholders to gain an understanding of the programmes and product knowledge
- Leads the sales team in ensuring up to date product knowledge to deliver top quality customer service.
- Ensures the Online Centre sales team works in cohesion with all other departments to ensure smooth customer service delivery.
- Management of the virtual team across various geographical locations.
- Enables clear and open communication between stakeholders and the brand.
- Manages compliance to the corporate identity at all times.
Reporting
- Compiles accurate reports as mandated by the national office including comments, insights and recommendations.
- Monitors all relevant portals and systems to ensure all report information is up to date and accurate at all times.
- Provides effective reviews and analysis of student registration data and suggests actions
- Forecasts, analyses and provides detailed plans for future sales pipelines.
Student Recruitment Administration
- Monitors and reviews the data integrity across all operational systems for the Online Centre.
- Oversees that all The IIE administration policies and departmental processes are strictly adhered to, and that all information is recorded correctly and kept up to date.
Human Capital Management
- Manage the Online Centre sales team to ensure they are motivated, achieve targets and working effectively in their roles.
- Supports and develops all team members in their roles and career development plans.
- Responsible for the orientation and continual training of all new and current staff members.
- Working with the senior management team to ensure the effective running of the sales team and the Online Centre as a whole.
Competencies Required:
- Leadership
- Presentation Skills
- Communication
- Problem Solving
- Negotiation
Minimum Qualification Requirements:
- Advanced Diploma/Bachelors Degree(NQF Level7). Post-Graduate Degree (NQF Level 8) Advantageous.
Minimum Qualification Requirements:
- Minimum of 4 years Sales and Customer Services experience and 2 years Management experience.
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Duties and Responsibilities:
Quality Assurance
- Supports the implementation, management and compliance monitoring of academic policies
- Actively involved in ensuring compliance within all areas of Academic Operations
- Implements the Assessment Strategy and Policy and all related procedures which are aimed at ensuring compliance
- In the absence of the Head: Academic Operations, the Deputy Head: Academic Operations approves all departmental documentation and communication to all stakeholders prior to dissemination
- Maintains and develops relationships with all stakeholders including students, parents and other staff
Operational Programme Management
- Ensures the delivery of timetables from the Capacity Planning and Timetabling Centre are time efficient and contribute to the overall academic delivery of the programme
- Supervises the output of the Results Centre regrading the accuracy of Cumulative Assessment (CASS) release, results capturing, moderation and results release
- Oversees the campus readiness regarding programme starts, student groups and timetables received
- Ad hoc assistance and operational support on registrations, cancellations, de-registrations and transfers.
- Signs off the assessments schedule received from the National Operations team taking into account campus capacity to accommodate the central assessment schedule on campus
Student Support
- Supports the timeous response and resolution of all internal queries managed by the Customer Relations Centre, other Centre of Excellence
- In the absence of the Head: Academic Operations, represents the campus on the VC Voice committee
- Ensures the system set up for the submission of assessments under non-exam conditions being submitted through the anti-plagiarism software
Independent Contractor (Lecturer & Invigilator) Operational Support
- Ensures that the operational requirements of Independent Contractors are met timeously
- Holds the role of 2nd line approver for all invigilator claims/timesheets
- Manages the lecturer allocation timelines to ensure the timetable timelines are met in accordance with programme start dates
Departmental Management
- Supervises the Centre of Excellence within Academic Operations and ensures compliance in all functions that are completed by each Centre of Excellence
- Reports to the Head: Academic Operations on the functioning and performance of each Centre of Excellence and identifies critical areas of improvement
- Recruit staff for the Centres of excellence with the scope of supervision
- Sources, screens, appoints, trains, and manages (including claim management) the campus invigilators
- Provides training and onboarding for new and existing staff for the Centres of Excellence within the scope of supervision
- Supports the Head: Academic Operations with any internal or external audit process up to and including submission of improvement plans
- Ensures all policy updates are communicated to the Customer Relations Centre and that students are informed accordingly
- Manages the For Action Now (FAN) report response
- Ensures that verification takes account of any capping constraints and that students who are sitting the assessments as a supplementary or special exam have been identified
- Manages all delays, deadlines and processes for the Centres of Excellence within the scope of supervision with respective stakeholders such as The Independent Institution of Education (The IIE), Central Academic Team (CAT) and Lectures
- Supports the Head: Academic Operations in ensuring compliance to The Protection of Personal Information Act (POPIA) legislation relevant to the Academic Operations department
- Supports the Head: Academic Operations by running focus group sessions with the Centres of Excellence where challenges and improvements on existing processes are discussed
Competencies required:
- Excellent interpersonal and communications skills
- Problem solving skills
- Public speaking/presentation skills
- Best suited to a friendly, organised person who works accurately and is able to handle pressure
- Leadership skills
- Time management skills
Minimum Qualification Requirements:
- Minimum of Advanced Diploma or Bachelors Degree (NQF Level 7).
- Postgraduate qualification advantageous.
Minimum Work Experience Requirements:
- Minimum of 2 years operational management/ project management, 2 years supervisory, 3 years administrative and 3 years customer service experience.
go to method of application »
Duties and Responsibilities:
Student Registration and Academic Progression Counselling
- Supports the facilitation of where a change is required for students current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
- Ensures an understanding of the different curriculums (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.
Active Student Engagement and Support
- Assists with the dissemination of student related policies (new and updates).
- Support the student and provide guidelines on user accessibility and how to navigate the student platforms.
Student Query Resolution
- Manages the general email address and telephone line and log a query on behalf of the student if needed, respond to the student and/or escalate the query to the Customer Relations Officer.
- Assists and supports students on how to log queries via the appropriate channel/s for the query to be resolved within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre.
- Manages all administration accurately and assist with capturing details of all student contact made by the Customer Relations Centre on the academic system.
Assists with unresolved queries from the Customer Relations Centre and follow up with the Customer Relations Officer to provide feedback to the student.
- Assists with the roll out of all relevant customer related surveys.
Cross Departmental Query Resolution
- Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable smooth assistance from the Customer Relations Centre of student queries.
Team Support, General & System Administration
- Assisting with ensuring all students notes are captured in the academic system.
- Maintains a good knowledge of products and policies in order to ensure that students queries are dealt with correctly.
- Identifies and flags student query trends and escalates these identified trends to the Senior Customer Relations Officer where required.
- Plans an approach and implement initiatives to supports all members of the Customer Relations Centre team to ensure the efficient resolution of student queries.
- Complies with The Protection of Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
- Perform all elements of the administration to supports and collaborate with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.
Competencies required:
- Interpersonal and communications skills
- Computer proficiency
- Planning & time management skills
- Results driven and able to handle pressure
- Professionalism
- Empathy
- Customer service driven/focused
- Advanced administrative and organisational skills
Minimum Qualification Requirements:
- Minimum of a National Diploma/Advanced Certificate (NQF Level 6).
Minimum Work Experience Requirements:
- Minimum of 1 year(s) administrative and customer service experience, and 1 year of operational management / project management experience.
go to method of application »
Duties and Responsibilities:
Presentation Target
- Secure and complete presentations at targeted schools. Distributes marketing material such as pamphlets, information brochures and hands out interest cards to students.
- Represents the brand at career expo's.
- Facilitates stakeholder events.
- Monthly booking and presentation target achievement as per set schools' priority targets.
Database Collection
- Achievement of monthly schools' database collection target as per set schools' priority targets.
Interview Target
- Makes sufficient database calls to prospective students to schedule interviews in order to achieve daily and weekly booking targets.
- Follows up on online applications by tracing proof of payments before scheduling appointments with prospective students.
- Responds to online and telephonic enquiries within 24 hours of query.
- Conducts interviews adhering to interview script and full interview process. Builds rapport with the students (and parents if present) during the interview process.
- Achieve weekly, monthly and annual individual interview target.
Application Target
- Secure applications over the table during interviews by assisting students with online application process.
- Follow up with unpaid online applications to secure payment.
- Complete required weekly INA (interviews not applied) calling to secure applications.
- Achieve weekly, monthly and annual individual application target.
- Drive applications to accept offer of admission and pay the required pre-registration fee.
Registration Target
- Achieve new student registration individual target.
Administration and Reporting
- Update call report and IBT (Interview Booking Tracker) and presentation tracker report on a daily basis.
- Ensure interview forms are completed accurately.
- Ensure applications are submitted with correctly certified supporting documentation in order for applications to be confirmed.
- Update calling outcomes on STASY and TMR (Total Marketing Report) as and when required by Head: Student Recruitment.
Competencies Required:
- Interpersonal and communications skills
- Best suited to a friendly, tenacious, target driven, organised person who works accurately and able to handle pressure
- Time management skills
Minimum Qualification Requirements:
- 3 Year Diploma / Bachelor's Degree (NQF level 7) in Business / Marketing / Public Relations / Communication field or similar
Minimum Work Experience Requirements:
- Minimum of 2 years sales experience
Special Requirement:
- Driver's license and own vehicle essential
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Duties and Responsibilities:
Lecturing
- Lecture on programmes (must lecture on an IIE qualification) across various modes of delivery where relevant
- Marking of assessments and feedback to students in subjects lectured. May be required to internally moderate assessments scripts that fall within their subject fields, where necessary across IIE sites of delivery
Lecturer Development and Support
- Assist in lecturer development and support processes and procedures. This may include conducting peer reviews, facilitating workshops and one-on-one consultations
Student Development & Support
- Championing/leading and managing academic development and support for a specific programme and its students
- Tracking student success and implementing support interventions where required
Research & Scholarship
- The incumbent is required to promote a culture of scholarship within their practice, discipline and campus/team and is also required to contribute towards The IIE’s Varsity College achieving its annual research output targets
Competencies required:
- Superior communication (written and verbal) in English and organisational skills
- Demonstrated ability to manage work and self proactively
- Able to demonstrate a proven track record of effective teaching in subject area based on a reflective practice
- Proven track record of research done.
- Able to demonstrate the ability to manage relationships with managers and staff effectively in terms of motivation, quality and performance
- Passion for Customer Service
- Experience in the use of technology to enhance learning is an added advantage
Minimum Education Requirements:
- Minimum of a Bachelors Degree plus South African Master's Degree in Law
- Must be registered with the Law Society
- Admission as an Attorney or Advocate
Minimum Work Experience Requirements:
- 1-2 years of teaching and lecturing experience (preferably in teaching environment)
Method of Application
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