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Student Services Coordinator
2 months ago
About Palladium
Palladium is a global leader in the design, development, and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 3,000 employees operating in 90-plus countries and a global network of over 35,000 experts, we help improve economies, societies, and, most importantly, people's lives.
About the Program
The New Colombo Plan (NCP) is a signature initiative of the Australian government which aims to lift knowledge of the Indo Pacific in Australia by supporting undergraduates to study and undertake internships in the region, ultimately helping to strengthen Australia's regional standing by building a diverse cohort of Australian alumni with deeper Indo-Pacific knowledge, capability, and connections.
Palladium's Role
Palladium is the Service Provider appointed to deliver the NCP Managed Administrative and Support Services (NCP MASS) program, reporting to and working closely with DFAT's NCP Secretariat team, who have overall responsibility for program strategy, policy, and oversight. Palladium provides an integrated suite of services to enable the NCP operational delivery and support achievement of the program's strategic objectives, across three programs: scholarships, mobility grants, alumni.
The NCP Scholarship Program
The NCP Scholarship Program awards scholarships to high-performing undergraduate students to undertake programs of up to 19 months across 40 Indo Pacific host locations, involving university study, language training, and internships. The NCP MASS team provides administrative and support services to the Scholarships Program across its lifecycle phases, from promotion and selection of new awardees, through to pre-departure training and on-award case management support throughout a scholar's program.
The Role
The Student Services Coordinator will be responsible for ensuring a consistent, seamless, and high-quality experience for NCP scholars, helping them to undertake their scholarship programs in compliance with the NCP Scholarship Guidelines and their Scholarship Agreement, and supporting them to join the alumni program on completion of their scholarship. This includes managing a caseload of a wide and diverse range of scholars who undertake programs in a variety of contexts and locations from small Pacific Islands to large south-east Asian countries.
Key Responsibilities
- Provide exceptional customer service and case management support to NCP scholars, ensuring a high-quality experience throughout their scholarship program.
- Manage a caseload of scholars, providing administrative and support services, including data entry, records management, and benefits administration.
- Collaborate with other teams in the MASS program, including those providing cross-cutting functions that support the Scholarships Program area and wider NCP Program.
- Develop and maintain positive working relationships with internal and external stakeholders, including scholars, university partners, host institutions, and alumni.
- Ensure accurate and timely data entry and records management, using NCP management information systems and databases.
- Generate high-quality reporting information and analysis on the Scholarship Program for DFAT and other stakeholders.
Requirements
- Strong customer service and case management skills, with experience in the international education or student service sector an advantage.
- Strong interpersonal skills, including verbal and written communication, and ability to establish and maintain positive working relationships with a range of internal and external stakeholders.
- Effective problem-solving skills, including the ability to gather relevant information, make decisions based on evidence, and escalate issues appropriately.
- Sound judgment and ability to work within and apply guidelines and policies appropriately, including implementing and adapting to policy changes.
- A flexible and pragmatic approach to work, with the ability to respond to changing or unexpected circumstances and adjust to surge periods when required.
- A strong commitment to continuous business improvement and excellent service delivery standards.
Desired
- Demonstrated experience providing welfare and/or academic support to tertiary students.
- Experience working in the Australian tertiary education sector, particularly with regard to knowledge of scholarships and/or outbound student mobility programs.
