RTO Operations Officer

2 days ago

Melbourne, Victoria, Australia Pakenham Institute Full time $90,000 - $120,000 per year

Pakenham Institute is a CRICOS-registered RTO and part of a growing group of colleges committed to delivering the best education in Australia. Located in Melbourne CBD, we offer a supportive, multicultural and innovative environment where students thrive, and staff enjoy being part of a forward-thinking team. Most of our students come from international backgrounds — particularly India, Pakistan, Sri Lanka, Bangladesh, and Nepal.

The RTO Operations Officer is the CEO's strategy and execution partner—supporting day-to-day admin and academic operations and turning strategy into delivered outcomes. They lead cross-functional projects, maintain order in the house translate requirements into simple SOPs and checklists, and works on different continuous improvement initiatives (OKRs, dashboards, risk logs) so priorities ship on time, compliantly, and with clear ownership.

If you don't tick off all the requirements, you are still encouraged to apply. We are also open to consider ambitious people that are quick learners and self-motivated

Responsibilities

  • Provide hands-on support for daily admin & academic operations; unblock issues fast.
  • Own core admin workflows (records, timetables, forms, agent documentation) and meet SLAs.
  • Conducting student NPS surveys to identify gaps and opportunities for improving processes and services.
  • Plan & run projects end-to-end (scope, timeline, dependencies)
  • Lead new projects/initiatives and coordinate stakeholders across Academic, Admissions, Compliance, Finance, Marketing, Agents.
  • Lead Strategy sessions on behalf of the CEO, consult with stakeholders and come up with solutions.
  • Research markets/policies; verify sources; recommend options with trade-offs.
  • Read Docs (ASQA/ESOS/CRICOS/TEQSA, vendor/SOPs) → produce checklists, SOPs, and decision memos.
  • Manage ASQAnet scope changes, delivery location additions, third-party arrangements, and teach-out plans.
  • Map/improve student lifecycle processes (enquiry → COE → enrolment → attendance → completion).
  • Pilot low-risk, documented process experiments; manage exceptions and mitigations.
  • Prepare CEO/Exec materials: briefs, updates, post-mortems.
  • Support org design (roles/RACI, handoffs, structure proposals).
  • Facilitate team OKRs (set, track, and run quarterly retros).
  • Build simple tools: trackers, templates, dashboards (M365/Google).

Requirements

  • 2-3 years in Australian VET/CRICOS operations/compliance; proven audit leadership.
  • Deep knowledge of ASQA standards, ESOS/National Code, PRISMS, AVETMISS/NCVER, USI, and RPL/Credit processes.
  • Holds a Bachelor's degree
  • Project management/Administration
  • Stakeholder management skills.
  • Works independently knowing where and how to fetch required information.
  • Comfortable taking initiatives and decisions
  • Speak Multiple Languages that aligns with our student cohort (Preferred, but not necessary).
  • Research & analysis.
  • Detail-oriented, autonomous, discreet; continuous improvement mindset.
  • Tools: Any project management Tool

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