Assistant Manager - Student Welfare

Department: Student Development & Welfare )

The Assistant Manager, Student Welfare plays a critical leadership role in supporting the overall wellbeing, safety and non-academic welfare needs of students throughout their university experience. The role provides operational leadership to the Student Welfare team, ensuring that welfare support, incident response, crisis intervention, student advocacy, welfare programming, insurance‑related support and administrative processes are delivered professionally, sensitively and in alignment with Taylor’s University policies, procedures and student experience priorities.

The role is responsible for strengthening Student Welfare as a responsive, student‑centred and data‑informed support function. This includes leading case coordination, supporting students in distress or emergency situations, working closely with internal and external stakeholders, developing student welfare initiatives, supervising team members, improving service processes and ensuring proper documentation, escalation and follow‑through for student welfare matters.

In partnership with the Head, Centre for Counselling Services & Student Welfare, the Assistant Manager supports the strategic and operational development of the department, provides day‑to‑day supervision to staff, represents Student Welfare when required, and contributes towards creating a safe, caring, inclusive and supportive campus environment for all students.

Daily Operations Oversight
Lead and oversee the daily operations of the Student Welfare function, ensuring timely, consistent and professional support to students, parents, staff and other stakeholders.

Service Standards and Quality Assurance
Ensure all Student Welfare services are delivered in accordance with university policies, procedures, confidentiality requirements and expected service standards, while maintaining a warm and student‑centred approach.

Team Supervision and Work Allocation
Supervise Student Welfare staff by coordinating workload distribution, monitoring case follow‑up, guiding service delivery and ensuring staff are clear on priorities, responsibilities and expected standards.

Process Improvement and Operational Efficiency
Review and enhance workflows, forms, communication templates, case tracking processes and administrative procedures to improve efficiency, responsiveness and consistency.

Representation in the Absence of the Head
Represent and oversee Student Welfare operations in the absence of the Head, ensuring continuity of service, appropriate escalation and effective decision‑making within delegated authority.

Incident Intake and Triage
Lead the assessment and triaging of student welfare cases, incidents and emergencies, ensuring each case is managed according to urgency, risk level, complexity and required intervention.

Crisis and Emergency Response Coordination
Coordinate Student Welfare response during student emergencies, critical incidents or crisis situations, including cases involving safety concerns, hospitalisation, police matters, family contact, immigration‑related welfare support, missing students, death, trauma or other urgent welfare matters.

Case Assignment and Follow‑Through
Assign cases to appropriate staff members, monitor progress, ensure proper follow‑up and provide guidance for complex or sensitive cases requiring careful handling.

Stakeholder and External Agency Liaison
Work closely with internal stakeholders such as Schools, Registry, Campus Central, Security, Counselling Services, International Office, Legal, Communications, Accommodation and Facilities Management. Where required, coordinate with external stakeholders such as hospitals, police, embassies, insurance providers, parents, guardians or authorised representatives.

After‑Hours and Peak‑Period Support
Provide and coordinate support beyond office hours during emergencies, crisis situations, major incidents, peak periods or university‑wide situations requiring Student Welfare presence and response.