General Manager / Deputy Director S3C

The University Main Office (UMO) is seeking an experienced professional to join the Student Support Services Centre in a leadership role focused on enhancing student services and digital governance. The ideal candidate will have extensive experience in student support, digital governance, service management, and customer support, with a strong background in coordinating and improving student lifecycle services. This role involves overseeing the Student One Window Support Platform, Helpdesk, Policies Repository, and accessibility initiatives, ensuring that student services across the university are accessible, transparent, and continuously improved through data-driven insights and effective team leadership.

Key Responsibilities

Provide strategic and operational leadership for the Student Support Services Centre (S3C) and its digital governance ecosystem, acting as the central coordination point for student support services across the university. Lead the development, operation, and enhancement of the Digital Governance System, including managing workflows, SLAs, escalation processes, and live dashboards for management transparency. Oversee the student helpdesk and case management to ensure timely resolution of queries, complaints, and requests.

Coordinate with various directorates, schools, campuses, and constituent institutions to integrate student-support desks, clarify service ownership, and streamline support processes. Manage a centralized repository of student policies, procedures, FAQs, and guidelines, ensuring accuracy and accessibility. Lead accessibility and inclusive support initiatives to address the needs of students requiring additional assistance.

Establish and monitor SLAs, KPIs, service quality metrics, and student feedback mechanisms to drive continuous improvement. Develop dashboards and reports to provide insights into student support performance, trends, and gaps. Identify opportunities for process improvement and automation to enhance efficiency and the overall student experience.

Lead, supervise, and develop the S3C team, ensuring effective task allocation, performance management, and professional growth. Oversee student-facing communications, including service guides, FAQs, awareness materials, and feedback channels to improve service accessibility and awareness. Develop SOPs, governance frameworks, and conduct benchmarking against national and international best practices.

Prepare management briefings, presentations, and reports for senior leadership and undertake special strategic assignments related to student services and digital governance.

Required Qualifications

A minimum of 12 years’ experience in student services, digital governance, service management, business or systems analysis, helpdesk, or customer support is essential. Candidates must hold 16 years of education in IT, Computer Science, Software Engineering, Information Systems, Business Administration, or an equivalent field from an HEC-recognized university.

Preferred Qualifications

Candidates with over 12 years of relevant experience in digital governance, student support, service management, or customer care are preferred. Advanced degrees such as an Executive MBA, MS in IT, Computer Science, Software Engineering, or equivalent from an HEC-recognized university are desirable.

Terms and Conditions

Applicants must submit scanned copies of academic and professional documents, with the last education certificate attested or verified by HEC. Candidates with a weak academic profile, including a third division, or those currently pursuing a required degree, will not be considered. Employees of the university with less than one year of service or without a No Objection Certificate (NOC) from their head of institution are ineligible. Medical fitness is required.

Only shortlisted candidates will be contacted for testing or interviews; no travel allowance or daily allowance will be provided. Government employees and armed forces personnel must apply through their respective departments. The university reserves the right to cancel or modify the recruitment process at any time without prior notice.

Late or incomplete applications will be disregarded.