The Global Student Office (GSO) section under Student Life division has the following main functions:
To manage all international student pass/visa applications via the Education Malaysia Global Services (EMGS) and/or Immigration Department of Malaysia.
To provide professional services for all international students in the form of support, information, and guidance to enhance their university experience.
To deliver effective orientation and guidance programmes to ease the transition into Malaysia and enable international students to integrate effectively in Malaysia.
To support the management of the inbound and outbound of the Go Global and short-term study/mobility programmes for Malaysia campus including Study Abroad students.
The GSO has close links with all academic schools and professional services departments such as Student Recruitment, Admissions, Registry, Finance, Campus Services, Student Associations within the University, and as well as the International Student Advisors' Office and Go Global Office at Heriot-Watt University, UK. It maintains professional links with the Education Malaysia Global Services (EMGS), the Immigration Department of Malaysia, Embassies/High Commissions, other related regulatory bodies, and authorities including the Royal Malaysia Police and etc.
This position reports to the Manager, Global Student Office.
Key Duties and Responsibilities
1. Specialist Student Pass / Visa Advisory & Compliance
Provide professional and accurate advice to international students on all student pass and visa processes, including new applications, endorsements, transfers of endorsement, variations, extensions/renewals, cancellations, and related requirements such as pre‑arrival and post‑arrival medical screening and medical insurance.
Ensure international student pass and visa processes comply fully with the rules, policies, and procedures of the Malaysian Government, as implemented by the Immigration Department of Malaysia, Education Malaysia Global Services (EMGS) and Ministry of Home Affairs Malaysia (MOHA/KDN).
Ensure international students are well‑informed of developments, changes, and issues related to student pass and visa requirements, including those specified by the Immigration Department of Malaysia, the Ministry of Higher Education and Ministry of Home Affairs Malaysia (MOHA/KDN).
Notify international students of visa renewals, cancellations, and related requirements in a timely and accurate manner.
Manage the issuance and renewal of i‑Kad in accordance with regulatory requirements.
2. Student Pass / Visa Processing & Documentation Management
Assist with student pass and visa applications through EMGS and/or the Immigration Department of Malaysia, including monitoring expiry dates of student passes, visas, and medical insurance.
Track approval status of student pass and visa applications and medical check‑ups, and follow up on outstanding requirements as needed.
Collect, verify, and maintain documentation for student pass and visa processing from Admissions, students, and other University staff, ensuring all required documents are complete, accurate, and properly filed.
3. Records, Safekeeping & Confidentiality
Manage the secure safe‑keeping, recording, and tracking of student passports and all cash payments related to student pass and visa processing, in accordance with University procedures.
Maintain strict confidentiality of University and student records and handle sensitive information in accordance with institutional and regulatory requirements.
4. International Student Arrival & Transition Support
Maintain an accurate and up‑to‑date register of international student arrivals and coordinate suitable transportation arrangements to student accommodation in collaboration with airport arrival immigration clearance teams.
Support and assist with the arrival and transition of new international students, including pre‑arrival advice, airport pick‑ups, welcome sessions, medical testing, and assistance with opening bank accounts, as required.
5. Student Engagement, Events & Programme Support
Assist in the planning, preparation, and implementation of GSO and Student Life events, including orientations/Welcome Week/Day, inductions, briefings, and cultural activities.
Support and assist in establishing international partnerships with other universities and in creating opportunities for students to undertake short‑term study, exchange, or mobility programmes externally.
6. Communication, Reporting & Escalation
Communicate professionally and tactfully with students, parents, and other stakeholders in person, by t
Telephone or email or any other official and approved channels; respond to enquiries promptly, accurately and professionally.
Prepare and provide timely reports, analysis, and recommendations to support continuous improvement in service delivery, operational effectiveness, and international student experience.
Respond to or escalate requests, risks, and emerging issues appropriately, constructively, and within required timeframes.
All HWUM staff endeavours will embody our shared values of: Inspire, Collaborate, Belong, and Celebrate.
Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post and its general responsibilities. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.
Person Specification
This section details the attributes e.g. skills, knowledge/qualifications and competencies which are required in order to undertake the full remit of the role.
Education & Qualifications
Essential
Minimum a diploma or equivalent.
Desirable
Degree or equivalent qualification
Experience
Essential
Experience in customer service or education industry.
Desirable
Experience in working within an international student office and / or global mobility office.
Competencies, Skills & Knowledge
Essential
Good written and verbal communication in English and Bahasa Malaysia.
Excellent interpersonal skills, dealing with a broad range of people.
Customer oriented.
Ability to prioritise work independently, whilst maintaining quality.
Attention to detail.
Effective computer, organisation, and problem-solving skills.
Effective team working skills.
Desirable
Excellent interpersonal skills, with a strong ability to support and communicate effectively with international students from diverse nationalities, cultures, and backgrounds.
Special Factors (if applicable)
Essential
Must be able to work on selected weekends, off campus.
Essential Criteria – these are attributes without which a candidate would not be able to undertake the full remit of the role. Applicants who do not clearly demonstrate in their application that they possess the essential requirements will normally be eliminated at the short-listing stage.
Desirable Criteria – these are attributes which would be useful for the candidate to hold. When shortlisting, these criteria will be considered when more than one applicant meets the essential criteria.
Other Relevant Information
We aim to hold interviews at the Malaysia Campus in Putrajaya on the week of 27 July 2026.
For more information about Malaysia Campus, please visit http://www.hw.edu.my
For information about Purpose-Driven Education, please see our website: https://www.hw.ac.uk/malaysia/about/purpose-driven-education.htm
Application Process
Applications should be submitted to Careers system.
Applications must be submitted by 23 July 2026 If you are not contacted by the selection committee by 31 July 2026 then please assume that on this occasion your application has been unsuccessful.
The University is committed to equality of opportunity.
