Lead, Student Care (Student Care Manager)

About the role

The EEE Undergraduate Office at NTU Main Campus is seeking a Lead, Student Care to act as the School's Student Care Manager. The role leads pastoral care and complex student cases, academic intervention and at-risk follow-up, student discipline coordination and student-care governance, working closely with faculty, academic administrators and university professional services.

Key responsibilities

• Lead individual student pastoral-care cases, including complex, sensitive and high-risk matters, ensuring proper assessment, follow-up, referral and escalation.
• Own academic intervention and at-risk student follow-up, coordinating with faculty, programme coordinators and academic administration.
• Coordinate school-level student discipline and conduct cases, including documentation, fact-finding, communication and escalation.
• Support leave of absence, withdrawal, reinstatement and financial/well-being referrals without duplicating process ownership held by other teams.
• Maintain crisis and escalation pathways and work with the University Wellbeing Office and other professional services.
• Develop and maintain student-care SOPs, case-management practices, confidential records, reporting and trend analysis.
• Supervise the Assistant Manager, SEN and Student Support Programmes, and interface with SEN/support programmes, Student Life and Academic Operations.

Required profile

• Bachelor's degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or a related discipline; candidates with substantial relevant experience from other disciplines may also be considered.
• At least 5 years of relevant experience in higher education, student affairs, student support, social services, counselling-related administration, case management or a related field.
• Demonstrated ability to manage sensitive or complex cases, exercise sound judgement and work with multiple stakeholders.
• Experience supervising or coaching staff and improving student-support processes is preferred.

Required skills

• Strong interpersonal, communication and organisation skills.
• High standards of confidentiality and discretion.
• Documentation skills.

Only shortlisted candidates will be notified.