Key Accountabilities - Idp.com

ROLE STATEMENT
Position Title: Student Support Officer, APS Program Unit/Branch/Group: Development Services Position Number:
100000061
Role Band: 2
Reports to: Institution and Student Support Manager,
APS Program
Roles reporting to this one: None Date: 9 Sep 2005 ­ 30
June 2009
Location: IDP Canberra
Primary Objective: To assist the Institution and Student Support Manager of the APS Program in the delivery of in­Australia services for up to 600 APS students in their
Masters program, in accordance with the Agreements with institutions.
Key Accountabilities
Critical Success Factors Major Activities Performance Measures
Project/Operations Management, including:
• Business Acumen
• Technical & Professional Knowledge
• Teamwork
• Quality assurance
Support in the delivery of in­Australia Services in
accordance with the Agreements with institutions:
· Assist with maintaining database records,
including financial records, of designated
students studying in Australia under the
program; all data entry to be accurate and up to
date within 48 hours of receipt of the
information. Financial records include:
o
o
o
Set up and update projections of tuition
fees and other reimbursables in the APS
database
Assist in the processing of invoices from
universities, including data entry of
financial information in the APS database
to effect payment
Other financial recording related to student
costs, as required
· Correctly rendered invoices are sourced and
received from participating universities. Invoices
are paid and recorded in accordance with
procedures APS0016 and APS0018 and Australian
Government procedures accurately and within five
working days.
· Completed course variations are processed in
accordance with procedure APS0014 and
forwarded to APS Jakarta Office accurately and
within five working days All data entered in the APS
Awardee database is accurate and up to date
within 48 hours of receipt of the information in
accordance with procedure APS0019
· Projections of tuition fees and other contractual
reimbursables are entered in the database
according to agreed APS Program procedures.
· Contribution made to written procedures in relation
to financial and database administration in
accordance with procedure QA0007 or QA0011, if
necessary
Last printed 5/22/2008 9:33:00 AM
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· Assist in obtaining all necessary information
from education institutions to maintain accurate
and up to date student data on the database
· Contribute to reports on student course status
within the requirements of the program
· Assist in arranging student return travel to
Indonesia, capture in Indonesia contact details
and ensure entries on the alumni database are
accurate and up to date within 5 days of
student departure
· Assist in the process of handover between
offices including student arrival in Australia and
alumni departure form Australia ensuring full
contact details of alumni in Indonesia
immediately post­program
· Contribute to written procedures to meet the
specific needs of the APS Program in relation
to financial and database administration
· Other duties as required
· Awardee records in the database are accurate and
up to date within a maximum of five days of any
changes in accordance with procedure APS0019
· Contribution made to achieving Branch objectives
according to the approved Business Plan
Customer Service & Client Management, including
· Communication
· Problem solving
· Client Relationships
· Assist in dealing with student issues relating to
tuition fees, stipend, establishment allowances,
OSHC and other payments
· Assist with course variations in consultation
with institutions and APS office
· Awardee issues are dealt with in accordance with
the APS Communication Matrix and procedure
APS0023.
Business growth
Support Branch level initiatives according to the
approved Business Plan
· Contribute to initiatives of the Branch to achieve
milestones according to the approved Business
Plan
· Active participation in functional sub teams of the
Branch, supporting Branch level initiatives to
achieve agreed milestones.
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Challenges:
• Managing demands for high level of accuracy of student data particularly during
enrolment periods, and ensuring that correct scholarship entitlements are received
by the students on time
• Maintaining positive relationship with Institution APS Officers
• Working with a project team in different geographic locations
Freedom to Act:
Independently
· Day to day prioritisation of activities without close supervision.
With Input and Guidance
· Interpretation of contractual deliverables and policies underpinning the
scholarship
· Maintaining accurate and up to date database records, including financial
records
· Processing of invoice payments, including data entry of financial information
in the APS database to effect payment
· Dealing with student issues relating to tuition fees, stipend, establishment
allowances, OSHC and other payments
· Liaison with Institution APS Officers according to the Communication Matrix
of the APS Program, to obtain necessary information to maintain up to date
student data on the database
· Arrange return home travel of students upon completion of their studies in
Australia, guided by well developed policy and procedures
Recommends
· Corrective actions to operational procedures as this relates to the day to day
implementation of tasks, but manager’s approval is required
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Key Communications / Interactions:
INTERNALLY With the APS Institution and Student Support Manager (Daily)
With the APS Program team in Canberra and Jakarta (Daily, as
required)
With the IDP Finance team (As required)
EXTERNALLY With Institutions APS Officers (As required)
With service provider of air travel of students returning home to
Indonesia upon completion of studies (As required)
Knowledge, Skills & Experience:
· Experience in quality stakeholder service, including ability to deal with difficult
stakeholders and resolve issues in a professional manner
· Proficient use of information management systems
· Experience in education project management including scholarship programs
· Very good interpersonal, oral and written cross cultural communication skills
· Ability to work as a team members in a continuous improvement environment
· Ability to manage crisis and critical incidents
· Tertiary education qualification
· Ability to travel within Australia
· Knowledge and understanding of Australian higher education system
· Some experience in interacting at operational levels with the Australian
tertiary education sector
· Intermediate level skills in Microsoft Excel, Word and Outlook
· Good organisational skills with strong attention to details
Position Dimensions:
Total Staff Supervised: None
Budget:
• Staffing:
• Expenditure (Operating & Capital):
Verification
We certify that the content of this position description is
accurate:
Position Holder: / /
• Total: Manager / Supervisor / /
Organisation Context:
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SELECTION CRITERIA
Essential Qualifications
• Sound oral, written skills for dealing with all aspects of providing customer service
• Demonstrated competence in the operation of an IT based data processing systems, preferably operating in a commercial environment, together with experience of IT
applications.
• An appreciation of the implications of a commercial style of operation, combined with adaptability and an ability to undertake a wide range of duties with minimal supervision.
• Demonstrated strong customer service skills and an ability to successfully provide customer service via the telephone.
• Demonstrated relevant work experience in an accounting environment, to handle preparation of payments of invoices.
• Able to contribute to the development of new business.
Desirable Qualifications
· Tertiary education qualification
· Knowledge and understanding of Australian higher education system, especially international education
· Experience in education projects management including scholarship management
· Ability to travel within Australia
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