STUDENT SERVICES OFFICER

DEPARTMENT/UNIT Office of the Pro Vice-Chancellor (Indonesia)

FACULTY/DIVISION Office of the Pro Vice-Chancellor (Indonesia)

CLASSIFICATION HEW Level 5

DESIGNATED CAMPUS OR LOCATION Monash Indonesia

ORGANISATIONAL CONTEXT
Monash is a university of transformation, progress and optimism. Our people are our most valued
asset, with our academics among the best in the world and our professional staff revolutionising
the way we operate as an organisation. For more information about our University and our exciting
future, please visit www.monash.edu.
In establishing the Monash Indonesia campus the University is continuing its commitment to being
a truly global university. This new Monash campus joins a dynamic network alongside the highly
successful Monash University Malaysia, and our partnered campuses in Suzhou, China, and
Mumbai, India.
The campus will make a strong and distinctive contribution to Indonesia’s social, economic and
technological development. Through the addition of this campus to our global network, Monash is
cementing its position as a truly global university focused on making a positive global impact.
Indonesia is a key partner for Australia and the University, and we’re committed to building our
existing and forging new, lasting relationships.
Monash Indonesia is building and strengthening existing ties between Australia and Indonesia, and
offers staff, students, alumni, and partners collaborative opportunities with a world top 100
university operating across five countries in the Asia Pacific region. We are paving new pathways
for students who desire a global education and be awarded, at the conclusion of their studies, a
world-class Monash University degree.

POSITION PURPOSE
The Student Services Officer provides administrative support to the delivery of effective and best
practice student and academic services across the faculties. With a focus on operational and
service excellence, the position supports all aspects of the student life cycle such as student

Modified date: November 2023

enquiries, enrolments, orientation, assessment, system management and administrative support
for course and unit planning, delivery and evaluation. The position provides hands-on support and
expertise in resolving complex student, academic progress and student system related issues. The
position also liaises with other key staff across the Faculty and in the Student and Academic
Services team to ensure collaboration and consistency in service delivery. The Student and
Academic Services Officer operates with excellence in process and judgement and provides sound
and timely advice and support to students, staff and other stakeholders.
Reporting Line: The position reports to the Senior Manager of Educational Technology and
Academic Services under general direction
Supervisory Responsibilities: Not applicable
Financial Delegation: Not applicable
Budgetary Responsibilities: Not applicable

KEY RESPONSIBILITIES
1. Provide high-level and effective service to clients, including prompt issues resolution and
adherence to privacy, confidentiality and compliance requirements
2. Deliver a range of administrative tasks including scheduling, providing services, coordinating
projects, supporting committees, producing reports and allocating resources in accordance with
agreed standards and timeframes
3. Support in developing and implementing continuous improvement activities relating to
practices/protocols, quality assurance standards and customer service excellence
4. Undertake the input and analysis of data, including ensuring effective security, storage and
distribution of data, records and reports
5. Provide sound and timely advice and support to other staff, clients and stakeholders in areas of
administrative and service responsibility
6. Support the collection and distribution of lecturer and student data and its integration with the
Indonesian government data administration system (PDDIKTI)
7. Contribute to and support a range of processes such as policy development, governance,
management decision-making, change management, compliance, quality and performance
reporting
8. Maintain effective working relationships with a network of colleagues, clients and other
stakeholders to support and facilitate efficient service delivery
9. Provide career support for Monash Indonesia students by liaising with companies in Indonesia
and abroad
10. Other duties as directed from time to time

KEY SELECTION CRITERIA

Education/Qualifications
1. The appointee will have:
● A degree in a relevant field with subsequent relevant experience; or
● extensive experience and specialist expertise or broad knowledge in technical or
administrative fields; or
● an equivalent combination of relevant experience and/or education/training.
Knowledge and Skills
2. Excellent administration skills and a demonstrated capacity to develop and implement effective
operational processes and systems
3. Demonstrated organisational skills, including the ability to set priorities, manage time and plan
work to meet deadlines
4. A strong commitment to excellence in customer service and a hands-on approach to service
provision
5. Ability to work as an effective member of a team as well as the ability to exercise high levels of
independence, judgement and initiative
6. Demonstrated analytical and problem-solving skills
7. Well-developed written and verbal communication skills, including the ability to interact with a
diverse range of stakeholders and negotiate positive outcomes to complex issues
8. Highly developed computer literacy, including experience using business software such as
Microsoft Office & Google Suites
9. Experience in the delivery of front-line services in a pressured and complex educational
environment
10. Experience in managing complex lecturers' or students’ data using the PDDIKTI and
experience building communication with DIKTI and LLDIKTI

OTHER JOB-RELATED INFORMATION

● Travel to other campuses of the University may be required
● There may be a requirement to work additional hours from time to time
● There may be peak periods of work during which taking of leave may be restricted

GOVERNANCE
Monash University expects staff to appropriately balance risk and reward in a manner that is
sustainable for its long-term future, contribute to a culture of honesty and integrity, and provide an
environment that is safe, secure and inclusive. Ensure you are aware of and adhere to University
policies relevant to the duties undertaken and the values of the University. This is a standard which
the University sees as the benchmark for all of its activities in Australia and internationally.