Senior Coordinator, Student Services

RMIT is seeking two Senior Coordinators, Student Services (01 in Hanoi and 01 in Ho Chi Minh City) to lead and support the Student Connect advisory team in delivering exceptional student service experiences, while driving operational excellence, fostering team capability, and partnering with stakeholders to continuously enhance the effectiveness and quality of student support services.
WHY JOIN RMIT VIETNAM?
At RMIT Vietnam, international exposure meets real-world impact through strong industry and government collaboration. Working at RMIT means building a meaningful career while creating impact in a high-performing environment.
Further insight into our mission, impact and global connections is available in the RMIT Vietnam Profile.
WHAT WE OFFER
- Competitive remuneration VND package for candidates.
- 13th month Tet bonus
- Private Health insurance for you and your family, plus Personal Accident Insurance
- Generous annual leave, sick leave, volunteer leave and public holidays (Christmas and Tet Holidays)
- Professional development and career advancement
- Access to state-of-the-art facilities and resources
- A vibrant and diverse campus life and more!
POSITION SUMMARY
The Senior Coordinator, Student Services role within Student Connect provides leadership, guidance, and support to Student Connect advisory staff, ensuring the delivery of high-quality service and advice to students. In this dynamic role, you will collaborate with a team of advisory and other coordinators, sharing expertise and working together to continuously enhance the operations and effectiveness of the Student Connect team.
KEY ACCOUNTABILITIES
Team leadership & operations
- Manage student enquiries across approved service channels, including phone, walk-in, webchat, online portal and appointments..., ensuring timely support and the provision of clear, accurate and considered advice in accordance with University policies and procedures.
- Provide day-to-day leadership and support to assigned Student Connect advisory staff (Advisors, Officers, and/or Concierges), ensuring consistent and effective service delivery.
- Coach and develop team members through ongoing feedback, training, and performance management to build capability and maintain service standards.
- Monitor enquiry volumes and workload, leading the team to meet service quality targets and operational expectations.
- Collaborate with peer Senior Coordinators to manage service channels and staff operations, allocating resources to meet service demand and support a flexible, scalable service model.
Escalation and complex case management
- Act as an escalation point for complex enquiries referred from team members, including those involving policy or procedure ambiguity, or sensitive and high-risk cases.
- Exercise sound judgement to interpret policies and determine appropriate outcomes.
- Coordinate with relevant stakeholders to support timely and consistent resolution of escalated matters.
Stakeholder partnership
- Engage with stakeholders to ensure accurate and up-to-date information is available to staff and students.
- Work with key stakeholders (e.g. Academic Registrar's Group, Schools, Global Mobility, and other student services) to identify and implement improvements to processes, systems, and the student experience.
- Lead or coordinate partnership forums (e.g. School partnerships), translating student enquiry trends into actionable recommendations to inform decisions and improve the student experience.
- Build and maintain effective working relationships to support collaboration and issue resolution.
Service enablement & coordination
- Develop and maintain service resources and communication content (e.g. website content, student guides, internal guides, signage).
- Analyse service data and student feedback to identify improvement opportunities and lead initiatives to enhance service delivery, in collaboration with the Student & Family Connect Service Optimisation.
- Coordinate Student Connect activities and events, as well as support participation in broader University events(e.g. Orientation, enrolment support sessions, study plan workshops, experience days, family events)
- Escalate systemic or high-impact issues to the Manager, Student Connect or Head of Department, Student &Family Connect as appropriate.
- Undertake additional responsibilities as assigned by the Manager, Student Connect.