{"id":1172957,"url":"https://alion.io/job/adms-centre-senior-coordinator-student-services","title":"Senior Coordinator, Student Services","company":{"id":178528,"name":"ADM+S Centre","domain":"admscentre.org.au","url":"https://alion.io/company/adm-plus-s-centre","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ho Chi Minh City, Vietnam","Hanoi, Vietnam"],"countries":["VN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":55000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T09:04:06Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T05:22:42Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview:\nRMIT 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.\nWHY JOIN RMIT VIETNAM?\nAt 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.\nFurther insight into our mission, impact and global connections is available in the RMIT Vietnam Profile.\nWHAT WE OFFER\nCompetitive remuneration VND package for candidates.\n13th month Tet bonus\nPrivate Health insurance for you and your family, plus Personal Accident Insurance\nGenerous annual leave, sick leave, volunteer leave and public holidays (Christmas and Tet Holidays)\nProfessional development and career advancement\nAccess to state-of-the-art facilities and resources\nA vibrant and diverse campus life and more!\nPOSITION SUMMARY\nThe 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.\nKEY ACCOUNTABILITIES\nTeam leadership & operations\nManage 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.\nProvide day-to-day leadership and support to assigned Student Connect advisory staff (Advisors, Officers, and/or Concierges), ensuring consistent and effective service delivery.\nCoach and develop team members through ongoing feedback, training, and performance management to build capability and maintain service standards.\nMonitor enquiry volumes and workload, leading the team to meet service quality targets and operational expectations.\nCollaborate with peer Senior Coordinators to manage service channels and staff operations, allocating resources to meet service demand and support a flexible, scalable service model.\nEscalation and complex case management\nAct as an escalation point for complex enquiries referred from team members, including those involving policy or procedure ambiguity, or sensitive and high-risk cases.\nExercise sound judgement to interpret policies and determine appropriate outcomes.\nCoordinate with relevant stakeholders to support timely and consistent resolution of escalated matters.\nStakeholder partnership\nEngage with stakeholders to ensure accurate and up-to-date information is available to staff and students.\nWork 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.\nLead or coordinate partnership forums (e.g. School partnerships), translating student enquiry trends into actionable recommendations to inform decisions and improve the student experience.\nBuild and maintain effective working relationships to support collaboration and issue resolution.\nService enablement & coordination\nDevelop and maintain service resources and communication content (e.g. website content, student guides, internal guides, signage).\nAnalyse 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.\nCoordinate 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)\nEscalate systemic or high-impact issues to the Manager, Student Connect or Head of Department, Student &Family Connect as appropriate.\nUndertake additional responsibilities as assigned by the Manager, Student Connect.\nKEY SELECTION CRITERIA\nA bachelor’s degree in a relevant discipline.\nAt 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.\nProven experience in leading, supervising, or coaching staff, with the ability to build capability, provide feedback, and support team performance.\nDemonstrated ability to manage complex or sensitive cases, including those requiring interpretation of policies, sound judgement, and escalation where appropriate.\nStrong problem-solving and decision-making skills, with the ability to assess situations, consider risks, and determine appropriate outcomes.\nExperience in monitoring service performance and workload, with the ability to allocate resources and support operational efficiency.\nDemonstrated ability to work effectively with a range of stakeholders, with experience influencing outcomes, resolving issues, and supporting process improvements.\nExperience analysing service data or feedback to identify trends, inform improvements, and support decision-making.\nStrong communication and interpersonal skills, with the ability to engage effectively and professionally with staff, students, and stakeholders.\nHigh level of proficiency in professional English, with strong written and verbal communication skills.\nDemonstrated ability to work both independently and collaboratively in a dynamic, service-oriented environment.\nAbility to display appropriate behaviours in line with the position, RMIT Values and RMIT Leadership Model.\nMore information is available in the Job Description.\nHOW TO APPLY\nTo 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.\nApplications will be reviewed on a rolling basis, and the University reserves the right to appoint prior to the closing date.\nCOMPLIANCE REQUIREMENTS\nEnglish 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).\nFurther guidance will be provided during the recruitment process.\nRMIT UNIVERSITY COMMITMENT\nRMIT 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.\nIMPORTANT NOTICE:\nPlease ensure that your application is submitted through our Workday system on the RMIT Careers page. We do not accept applications through other means.\nRMIT Vietnam will never request any fees or payments during the application process. Be vigilant about scams asking for payment to apply.\nFor any questions or support, feel free to reach out to our Talent Acquisition team at \nApplications Close:\n11 thg 10 2026 11.59 pmRMIT 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.\nhttps://www.rmit.edu.vn/about-us","description_format":"text","description_chars":8287,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave","Health insurance","Professional development"],"hiring_locations":[{"name":"Vietnam","iso":"VN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Media & Entertainment"],"lifecycle":[{"event":"open","at":"2026-09-24T09:04:06Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":16,"reasons":["conf:9","win:early"],"computed_at":"2026-09-24T18:13:03Z"},"pay":null,"html_url":"https://alion.io/job/adms-centre-senior-coordinator-student-services","json_url":"https://alion.io/job/adms-centre-senior-coordinator-student-services.json","meta":{"generated_at":"2026-09-24T18:13:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}