Lead Student Records Officer

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Reference: 10200/MZ/20190607

Summary of Job:

The Lead Student Records Officer is responsible for overseeing the smooth running of the day to day operations of the Student Records Office. The Student Records Office has the following core functions: a) ensure required student information is complete, b) facilitate and manage the timely sharing of certain student information with the University Partner, c) respond to student and university partner queries relating to student records related queries. The Lead Student Records Officer is responsible for the monitoring and evaluation of the function as well as people management of the Records Assistants and Records Officers.

Key Role and Responsibilities:

People management and performance management

  • Monitor team performance daily and report on KPI’s on a weekly and/or monthly basis.

  • Review and update KPI’s and as required.

  • Oversee the day-to-day operations of the Student Records team

  • Support, supervise and line manage direct line reports.

  • Facilitate weekly / bi-weekly  meetings with direct reports.

  • Monitor and drive excellent performance.

  • Communicate clear instructions to team members.

  • Facilitate the PDS process for direct reports.

  • Create an inspiring team environment with an open communication culture.

  • Motivate team members.

  • Recognize high performance and reward accomplishments.

  • Devise and refine strategies to strengthen team engagement and morale.

  • Assess the effectiveness of retention strategies and create necessary interventions.

  • Act as first escalation point for Student Records matters between GetSmarter and the University Partner.

  • Ensure that the Student Records team is equipped with, and trained to use, exception reports that support the objective of data integrity.

  • Act as an escalation point for student queries received by direct reports.


Process reviews and Implementation

  • Analyse current processes for suitability and scalability
  • Devise and implement appropriate process improvements in consultation with relevant stakeholders.
  • Assume full responsibility in the roll-out of new processes and procedures within the Student Records team.
  • Collaborate with internal teams to improve process which affect multiple teams.
  • Seek out and pursue opportunities for automation of tasks.


Training and Development

  • Draw up training manuals and ensure these remain relevant.
  • Develop team members, identify training needs and organise relevant training initiatives for direct reports.
  • Monitor team members' participation to ensure the training they are being provided is being put into use.
  • Provide coaching to ensure team members are working smartly.


Planning and Strategy

  • Set clear goals for the Student Records team, plan towards the achievement of these goals, and execute effectively.
  • Ensure that  SRO team members are operating at an optimum utilisation rate through effective capacity planning.
  • Actively manage the hiring of new direct reports.
  • Effectively plan the execution of tasks that fall within office closure periods in collaboration with theHead of Records and Certification.


Maintenance of workflow sheets

  • Assume full responsibility for the updating and maintenance of the Academic Calendar, SRO Student List and SRO ID workflow and SalesForce.
  • Address any inaccuracies or requests for updates in these sheets in line with processes.
  • Liaise with the Student Records team team to bring exceptions and concerns to their attention for action.
  • Assume full responsibility for the accuracy of the records in the database.



  • Support the Head of Records and Certification with Ad-hoc tasks in line with your role as required.
  • Draft data specifications in line with the Student Records function requirements for approval by theHead of Records and Certification and brief these in once approved.
  • Investigate system discrepancies as flagged by direct reports or Head of Records and Certificationand flag these with the Systems and Technology team.


Education and Experience:

  • Matric

  • 2 years people management experience.

  • Microsoft Office experience.

  • Excellent interpersonal skills.

  • Excellent communication skills.

  • Experience using Google Suite is beneficial.

  • Experience using Excel or Google sheet functions is required.


Working Conditions

  • Our 2U Offices has an open plan concept, the ideal candidate would be able to work well under these conditions.


Management Responsibilities

People management of:

  • 3 Records Officers

  • 2 Records Assistants