Student Affairs Partner UAEN ( Abu Dhabi)

Job Description

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

Requirements
Student Affairs Partner