Job description

[What the role is]

To support the administration, coordination and continuous improvement of financial aid and academic awards schemes under Student Support & Career Services, with a focus on effective service delivery, data accuracy, system readiness and process improvement.

[What you will be working on]

Responsibilities:

• Administer financial aid and academic awards schemes, including application processing, eligibility checks, document verification, approval papers, system records and coordination of disbursement matters.

• Assess and follow up on non-routine cases, appeals, incomplete submissions and exceptional circumstances, and escalate complex cases with relevant facts and recommendations.

• Liaise with internal and external stakeholders, including Schools, departments, donors, agencies, students and parents, to support smooth administration and resolution of operational matters.

• Support implementation, testing and enhancement of divisional systems and e-services, including user acceptance testing, issue tracking, data verification, process mapping, change readiness and post-implementation stabilisation.

• Prepare statistics, reports and operational updates for management reporting, monitoring of scheme outcomes, and identification of trends, gaps or follow-up areas.

• Review workflows and identify opportunities to improve productivity, accuracy and service experience through appropriate use of digital tools, automation, AI-enabled solutions and emerging technologies such as agentic AI.

• Guide temporary staff or junior colleagues in daily operations, including task briefing, quality checks and follow-up tracking.

• Maintain proper records and documentation, and support procurement, administrative matters, departmental projects and other duties assigned.

[What we are looking for]

Prerequisites:

• Tertiary qualifications in business administration, data analytics, information systems or related discipline.

• Relevant experience in operations, financial aid, awards/grants administration, student services or service delivery. 

• Strong organisational, coordination and stakeholder management skills, with ability to manage multiple workstreams and timelines. 

• Meticulous, numerate and analytical, with good attention to detail in data checking, documentation, reporting and problem-solving. 

• IT-savvy, adaptable and comfortable working with systems, data, digital tools, automation and AI-enabled solutions; experience with system testing, data reporting or agentic AI would be an advantage.