Senior Coordinator, Student Services

Overview:

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.

KEY SELECTION CRITERIA

• A bachelor’s degree in a relevant discipline.
• At least 5 years of experience in a student services or customer-facing environment, with a strong understanding of service delivery in a high-volume, multi-channel context.
• Proven experience in leading, supervising, or coaching staff, with the ability to build capability, provide feedback, and support team performance.
• Demonstrated ability to manage complex or sensitive cases, including those requiring interpretation of policies, sound judgement, and escalation where appropriate.
• Strong problem-solving and decision-making skills, with the ability to assess situations, consider risks, and determine appropriate outcomes.
• Experience in monitoring service performance and workload, with the ability to allocate resources and support operational efficiency.
• Demonstrated ability to work effectively with a range of stakeholders, with experience influencing outcomes, resolving issues, and supporting process improvements.
• Experience analysing service data or feedback to identify trends, inform improvements, and support decision-making.
• Strong communication and interpersonal skills, with the ability to engage effectively and professionally with staff, students, and stakeholders.
• High level of proficiency in professional English, with strong written and verbal communication skills.
• Demonstrated ability to work both independently and collaboratively in a dynamic, service-oriented environment.
• Ability to display appropriate behaviours in line with the position, RMIT Values and RMIT Leadership Model.

More information is available in the Job Description.

HOW TO APPLY

To be considered for this role, it is mandatory to submit both a resume and a cover letter. Please click on the 'Apply' link provided in this Job Ads to initiate the application process.

Applications will be reviewed on a rolling basis, and the University reserves the right to appoint prior to the closing date.

COMPLIANCE REQUIREMENTS

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS (General) with a score of at least 6.5 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines).

Further guidance will be provided during the recruitment process.

RMIT UNIVERSITY COMMITMENT

RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.

IMPORTANT NOTICE:

• Please ensure that your application is submitted through our Workday system on the RMIT Careers page. We do not accept applications through other means.
• RMIT Vietnam will never request any fees or payments during the application process. Be vigilant about scams asking for payment to apply.
• For any questions or support, feel free to reach out to our Talent Acquisition team at employment@rmit.edu.vn

#RMITVietnam

Applications Close:

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community.  As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

https://www.rmit.edu.vn/about-us