Students Experience Manager

The Senior Manager – Student Quality & Counselling will be responsible for driving student experience on university campus (boarding), residential quality, student wellbeing, counselling support, feedback management and continuous improvement across the student housing environment.
The role will serve as an important link between students, Wardens, Student Housing Operations, Counsellors, University stakeholders and support functions, ensuring that student concerns are identified proactively, addressed professionally and converted into measurable service improvements.
The position requires strong experience in student engagement, counselling coordination, customer experience, residential operations, quality management or institutional/student affairs.
Key Responsibilities
A. Student Experience & Quality
Own and drive the overall student experience and quality agenda across student residences.
Establish and monitor quality standards for student housing services.
Conduct regular student interactions, floor visits, feedback sessions and quality audits.
Identify recurring student concerns and develop corrective and preventive action plans.
Monitor service quality across Housekeeping, Security, Maintenance, Food Services and other residential services.
Ensure student-facing services are delivered consistently across all residential blocks.
Develop and implement initiatives to improve student satisfaction and engagement.
B. Student Feedback & Grievance Management
Establish a structured mechanism for collecting and analysing student feedback.
Monitor student complaints, grievances and escalations through designated systems.
Analyse complaints to identify root causes, recurring trends and systemic gaps.
Coordinate with respective departments to ensure timely resolution.
Track escalated and sensitive cases until closure.
Prepare regular Student Experience / Quality dashboards for senior management.
Ensure that student concerns are handled with confidentiality, empathy and professionalism.
C. Student Engagement
Build strong and constructive relationships with students.
Conduct regular student forums, listening sessions and engagement activities.
Work closely with Student Council / student representatives.
Create mechanisms through which students can safely provide feedback and suggestions.
Develop initiatives that promote a positive, inclusive and respectful residential community.
Proactively identify emerging student concerns before they become major grievances.
D. Quality Audits & Compliance
Conduct periodic quality audits of student residences.
Develop checklists and measurable quality parameters for residential services.
Monitor compliance with Student Housing SOPs and University policies.
Conduct surprise inspections and student experience audits.
Identify gaps and coordinate corrective actions with relevant functional teams.
Track closure of audit observations within agreed timelines.
E. Data, Analytics & Continuous Improvement
Analyse student complaints, feedback, satisfaction scores and service-performance data.
Identify trends by hostel/block, service category and time period.
Develop actionable recommendations based on data.
Establish service-quality KPIs and track performance.
Drive continuous improvement initiatives based on student feedback and operational data.
Present key insights, risks and recommendations to senior leadership.
F. Cross-Functional Coordination
Work closely with:
Student Housing Operations
Wardens
Counselling / Student Wellbeing Team
Security
Housekeeping
Engineering / Technical Services
Medical Centre
University Departments
Ensure effective coordination for student-related issues requiring multi-functional intervention.

Work arrangement
No