Student Affairs Partner

About This Role

Mind Base Education is committed to providing high-quality learning resources and support to all students, regardless of their circumstances. The organization believes in collaborative and tailored learning experiences that empower students to thrive academically, personally, and professionally.

Position Purpose

The Student Affairs Partner serves as the primary point of contact for all student-related inquiries, requests, and concerns under the Program. This role ensures a smooth and responsive student experience by managing communications, resolving cases efficiently, and providing continuous support to students throughout their academic journey. The candidate also plays a key role in maintaining accurate student data and ensuring compliance with established service standards and policies.

Key Responsibilities

Student Support & Case Management

 Serve as the first point of contact for all student inquiries, requests, and complaints related to the Program.

 Work with students based in the USA, Canada, Australia and New Zealand, and be able to work within the time zones of these countries and be on call capacity.

Receive, log, triage, and categorize cases in the Case Management System in line with defined workflows. Address and resolve low-complexity cases and escalate high-complexity cases to the team lead.

Monitor open cases to ensure timely resolution within an agreed timeframe.

Communicate regularly with students to provide updates, clarifications, and resolutions in a professional and empathetic manner.

Ensure all interactions with students are logged accurately in the system or assigned tracker for audit and reporting purposes.

Coordination & Communication

Collaborate closely with internal team members including advisors, mentors, finance and team leads, to ensure effective case resolution.

Maintain clear communication channels between students, Client staff, and service providers.

Participate in regular case review meetings to identify trends, recurring issues, and opportunities for process improvement.

Support orientation, onboarding, and awareness sessions for new or returning students, ensuring clear understanding of program guidelines and requirements.

Data Integrity & Reporting

Ensure accuracy and completeness of student data within the case management and reporting systems.

Generate and maintain weekly and monthly reports on case volumes, and resolution times.

Identify common issues or areas of concern and provide input for service quality enhancements.

Support the development and maintenance of standard operating procedures (SOPs) for case management.

Quality Assurance & Student Experience

Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction.

Provide feedback and suggestions for improving the student experience and communication processes.

Uphold confidentiality, professionalism, and data protection standards in all dealings with student information.

Qualifications & Experience

UAE National

2–4 years of experience in student services, academic administration, or customer relations/customer-facing experience (preferably in education).

Diploma or Bachelor’s degree in Education, Communication, Business Administration, or a related field.

Experience working in education, scholarship programs, or government entities is highly preferred.

Strong communication and interpersonal skills, with a service-oriented approach.

Excellent organizational skills and attention to detail.

Proficiency in MS Office and familiarity with CRM or case management systems.

Fluency in English and Arabic is required.

Key Competencies

·      Student-Centric Communication

·      Case Management and Problem Solving

·      Coordination and Collaboration

·      Data Accuracy and Documentation

·      Time Management and Prioritization

·      Professionalism and Confidentiality