Student Affairs Partner UAEN ( Abu Dhabi)

Position Purpose

The Student Affairs Partner 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.

Requirements

Qualifications & Experience

• UAE National
• 2–4 years of experience in student services, academic administration, or customer relations/customer-facing experience (preferably in education).
• Diploma or Bachelor’s 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
• Data Accuracy and Documentation
• Time Management and Prioritization
• Professionalism and Confidentiality