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Principal Responsibilities

• Lead and manage the Student Services team to deliver excellent customer service and a positive student experience.
• Provide professional support to students and parents, ensuring inquiries, requests, and complaints are resolved promptly and effectively.
• Build strong relationships with students, parents, academic teams, and other departments to enhance student satisfaction.
• Oversee student records, databases, and reporting while ensuring data accuracy and confidentiality.
• Plan and coordinate student-related events, orientations, workshops, and graduation activities.
• Ensure compliance with school policies, procedures, and student service standards.
• Handle complex student and parent issues, resolve conflicts, and escalate critical cases when necessary.
• Collaborate with Admissions, Academic, Finance, ICT, HR, Marketing, and Operations to support smooth student services.
• Manage Student ID Card processes and oversee support for Microsoft Teams, Student Portal, and other student systems.
• Monitor daily operations, develop SOPs, and implement service improvement initiatives.
• Lead, coach, and develop Student Services staff through performance management, training, and regular team meetings.
• Prepare operational reports, monitor KPIs, and recommend improvements to enhance service quality and customer satisfaction.

Required Qualifications / Experience

Qualifications

• Bachelor's Degree in Business Administration, Education, Management, Hospitality, or a related field.
• Master's Degree is an advantage.

Experience

• Minimum 5 years of experience in Student Services, Customer Service, Education Administration, or Operations.
• At least 2 years in a managerial or supervisory role.
• Experience in an international school or education sector is preferred.

Skills & Competencies

• Strong leadership, team management, and decision-making skills.
• Excellent communication, interpersonal, and customer service skills.
• Strong problem-solving, conflict resolution, and stakeholder management abilities.
• Excellent organizational and time management skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams).
• Experience with Student Information Systems (SIS), CRM, or ERP systems is an advantage.
• Professional, customer-focused, detail-oriented, and able to work under pressure.