Program Services Officer Navitas Professional Melbourne, Full time

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1 Program Services Officer Navitas Professional Melbourne, Full time Navitas is a diversified global education provider that offers an extensive range of educational services for students and professionals including university programs, English language training and settlement services, creative media education, workforce education and student recruitment. Navitas, or PIBT as it was then, was founded in 1994 with the goal of helping more international students succeed at university in Australia via improved student support and an extended academic year. Since this time Navitas has significantly expanded the services it offers its students and clients and is now creating opportunities through lifelong learning for over 83,000 people in 31 countries per year. The Internships & Employment (I&E) operations deliver internship and workplace preparatory courses to meet the requirements of national professional associations and the workforce generally. The Program Services Officer is responsible for oversight of program administration and student support for all I&E Programs. This role involves substantial administrative responsibilities, including customer service to students. Essential skills and experience Administrative experience and/or qualifications Previous experience in a customer facing administration role Intermediate level of computer literacy skills in Microsoft Office Effective time management and organisational skills with the ability to multi-task, prioritise and meet deadlines Ability to work autonomously as well as part of a team Strong attention to detail and accuracy with record keeping Initiative, drive and a strong sense of urgency. Ability to develop and maintain productive working relationships Excellent interpersonal and communication skills Desirable criteria Experience in an educational environment Previous experience with international students or non-native English speakers Knowledge of Salesforce or other CRM software What we offer An attractive remuneration package will be negotiated with the successful candidate. The Navitas Group offers outstanding long-term career opportunities within Australia and abroad, and is values driven and an equal opportunity employer. Enquiries and applications, including a cover letter and resume, should be sent to Noelia Fiocca at Noelia.Fiocca@navitas.com. Applications close on 15 June To be considered for this position, you are required to include statements in your cover letter that addresses the above essential and desirable criteria. Applications without statements addressing the selection criteria will not be considered for shortlisting. Successful applicants require working rights in Australia, and will be subject to relevant pre-employment checks, which may include a National Police Check and/or a Working with Children Check. Page 1

2 Navitas strives to be a workplace that promotes diversity, flexibility and equal employment. As such, we invite experienced candidates of all ages, people with a disability and Indigenous Australians to apply. Page 2

3 Position Description Title: Program Services Officer Division: Reports to: Careers and Industry Operations Manager, Internships & Employment 1. Overview and Objectives of the Position: Navitas Professional, internally known as Internships and Employment (I&E) delivers internship and career placement opportunities and workplace preparatory courses to recent graduates with a focus on international student graduates. The Internships and Employment business unit is based in seven locations across Australia to meet the requirements of national professional associations and the workforce generally. The unit provides career ready preparation for students seeking to enter the workforce at early stages of their professional career. I&E offers a portfolio of programs which develop foundation skills and career learning skills to enable students to progress their employment goals in their chosen career. The Program Services Officer is responsible for oversight of program administration for all Internships & Employment Programs. Duties will include providing a high degree of customer service to students and clients, reporting to professional bodies and management, planning and event management, trainer liaison, ensuring compliance with existing policies and procedures across all programs, managing accounts and finance activities, coordination of graduation ceremonies and student events, document preparation and record keeping, as well as providing general support to management across the Internships & Employment division. 2. Key Relationships: i. Operations Manager, Internships & Employment ii. Other Internships & Employment professionals within Navitas iii. Navitas programs participants (Professional Year Program, Engineering Experience Program, Career Experience Program, Navitas Professional Internship Program and Study to Work programs) iv. Professional Association contacts v. Trainers 3. Key Result Areas: Work-readiness Programs Ensuring the administration processes for all programs are followed and adhered to; Responsibility for event management of program graduations, student events and other functions as required (organisation, delivery, attendance and payments); Reporting to Professional Bodies for enrolments and graduating participants; Ensure that all correspondence with regard to post internship process is uploaded and recorded according to policy; Assist Business Development Consultant with preliminary interviews and student enquiries as required. Customer Service Liaison with Professional Associations; Page 3

4 Assisting with and responding to enquiries from clients (students, agents, host companies and professional associations); Assist with on-line enquiries and walk-ins as required; Planning of regular student events and activities which result in an excellent student experience and contribute to the divisions overall student satisfaction and feedback results Trainer Liaison Assist Trainers with enquiries related to student intakes and coursework materials Provide administration support for class intakes from preparation through to graduation Document preparation and record keeping Data entry and record management; Printing certificates for students; Overseeing the sign off and return of certificates from other states; Preparing correspondence and other typing/documentation as requested. General Office duties Supporting all areas of Internships & Employment; Ordering and maintaining stationery needs as required; Filing of documents and student file management; ing details of enrolment confirmations; Organising mail and correspondence; General accounting and financial duties for Internships & Employment; Maintain program database and assist with audits; Assist Operations Manager and Business Development Consultant with marketing activities related to events, exhibitions and fairs; Other adhoc duties as required by the Internships & Employment division. Team Engagement Engage as a responsible member of the Navitas Professional team; Liaise with the Navitas Professional teams in other locations; Liaise with the broader Navitas businesses. Performance Indicators: Appropriately respond to enquiries and applications All enquiries via or phone responded to within 48 hours Responses to elicit a positive customer/client experience Enquirers and applicants are correctly advised regarding the solution that best suits them Ensure all enquiry details are entered into Salesforce and/or WIP with appropriate notes and fields identifying opportunities where appropriate within 24 hours of enquiry Ensure leads generated from events and exhibitions are ed within 48 hours after event attendance s are bcc'd to Salesforce Accurately record all data and report accordingly Less than 5% error rate in enrolment documents assessed through regular audits Salesforce reports accurately reflect actual numbers within 24 hours of receiving information All required documents are uploaded to WIP, entered into Salesforce and a hardcopy filed for every graduating participant prior to receiving a certificate All reports provided to relevant authorities (Department of Immigration & Border Protection (DIBP) and professional associations) by the dates specified Page 4

5 Enrolment, payments and updates responded to and processed in an appropriate and timely manner All offers/coes to be issued within 24 hours of receiving complete application from Business Development Consultant All reminders and advice to participants sent within 24 hours of date in calendar All updates and advice sent to professional body partners on-time as per provider guidelines All payments processed and recorded within 24 hours of receipt Ensure all payments have been received and any outstanding payees contacted within 24 hours of due date. Ensure all administrative functions operate smoothly Follow all established processes and policies Ensure attendance is accurately recorded and appropriately monitored and issues actioned on a daily basis Ensure all information regarding ordering and processing of graduation certificates is correct and on time for each participant Graduations and student events are well organised and result in an excellent customer/student experience Assist Operations Manager to ensure smooth running of I&E team operations 4. Qualifications and Selection Criteria Essential: Administrative experience and/or qualifications Previous experience in an customer/student focused administration role High level of computer literacy skills in Microsoft Office (including Word, Excel and CRM databases) Effective time management and organisational skills Ability to work autonomously as well as part of a team Ability to multi-task, prioritise and meet deadlines Strong attention to detail and accuracy with record keeping Initiative, drive and a strong sense of urgency Desirable: Business Administration degree or relevant tertiary qualifications Previous experience with student administration at a tertiary or VET level Previous experience assisting international students or non-native English speakers Knowledge of visa regulations Previous experience with CRMs such as Salesforce Page 5