Student Services Coordinator

**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 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 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. This includes cross cutting services such as stakeholder engagement with scholar home universities and host organisations for study and internships; administration of scholar grant based benefits; risk and incident management support; and contributing to communications and monitoring and evaluation processes relevant to the Scholarship Program.

**The Role**
NCP MASS has a team of student services coordinators who are part of a wider Scholarships Program support team.

Student services coordinators are 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. The role will also liaise with other NCP stakeholders such as university partners, host institutions and alumni and will be expected to always provide high quality and professional representation for the program.

Support services are to be provided in accordance with the contracted schedule of services, relevant NCP policies and guidelines, and must meet the standards set out in the NCP MASS service level agreement with DFAT for quality, timely, accountable services. A key element of the role is timely and accurate data entry and records management, using NCP management information systems and data bases, administration of scholar benefits and payments, and generating high quality reporting information and analysis on the Scholarship Program for DFAT and other stakeholders.

The Student Services Coordinator will be expected to work collaboratively with other teams in the MASS program, including those providing cross cutting functions that support the Scholarships Program area and wider NCP Program.

This role reports to the Manager, Scholarships, NCP MASS and is full-time, fixed term contract until 30 June 2025. There is an option for this role to be 0.8FTE as well.

**Location**

**Primary Duties and Responsibilities**

Strong customer service and case management skills, with experience in the international education or student service sector an advantage, although not essential providing relevant experience and transferable skills can be demonstrated.
- 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.
Demonstrated ability to manage a high-volume and varied workload, including setting priorities and managing workflows, the ability to complete tasks to a high degree of accuracy and meet deadlines.

Demonstrated experience in using live online database systems and ensuring accuracy in data entry and management of records. Competence in the Microsoft Office Suite is also required.
- An ability to work sensitively