Lyceum College (Pty) Ltd is a private higher education institution registered with the Department of Higher Education and Training, offering accredited distance learning qualifications across South Africa. About the Role This role leads the Student Success Consultant team and holds operational accountability for responsive, accurate and consistent student support across the student lifecycle. It combines people leadership with daily service delivery, translating the direction of the Head of Student Success into case allocation, capacity management, service standards and the resolution of complex or urgent student matters. Key Responsibilities Leading, coaching and mentoring Student Success Consultants, including performance management, development planning and capacity allocation Overseeing daily operations across all student support channels, with accountability for service standards, turnaround times and case resolution Using student data and learning analytics to identify students at risk, and coordinating early intervention to strengthen retention, progression and completion Coordinating student onboarding, orientation and webinar activity within the Student Success portfolio Taking ownership of escalated and expedited student matters through to documented resolution Producing operational reporting, conducting quality reviews and driving continuous improvement in student support practice Requirements Minimum educational requirements A Bachelor’s degree at NQF Level 7 in education, psychology, communication, student development, higher education or a cognate field. A postgraduate qualification in education, student development, higher education, leadership or counselling will be regarded as an advantage. Experience and expertise A minimum of three years of experience in student success, academic advising or student support within higher education. A minimum of two years of experience supervising or leading a team. Experience within a distance or online learning environment. Working experience of learning management systems, student information systems and case management or customer relationship management platforms. A demonstrated record in student facing service operations, performance monitoring and the resolution of complex student matters. Skills and knowledge Sound knowledge of student success frameworks, student lifecycle management, and retention, progression and completion strategies in distance and online delivery. Working knowledge of learning analytics and the identification of academically at risk or disengaged students. Sound understanding of service delivery management, turnaround times, escalation handling and service recovery. Working knowledge of South African higher education legislation and regulatory requirements, including those of the CHE, DHET and SAQA, and of the Protection of Personal Information Act. Demonstrated capability in coaching, mentorship, performance management and employee development. Analytical, reporting and data interpretation capability, with a high standard of accuracy in the maintenance of student records. Clear written and verbal communication, conflict resolution and stakeholder relationship management capability. Behavioural attributes Student centredness Places the student at the centre of operational decisions and service delivery. Leadership Guides, coaches and mobilises the team towards departmental and institutional objectives. Accountability Accepts responsibility for decisions, actions and outcomes, and holds the team appropriately to account. Resilience Maintains composure and sound judgement under pressure and in high volume service conditions. Institutional discretion Handles confidential student and employee matters with the care that the office requires. Employment Equity and General Notes Only shortlisted candidates will be contacted. Lyceum College reserves the right not to make an appointment. Appointment will be subject to the verification of qualifications, references, employment history and any other appropriate pre-employment checks. Lyceum College is committed to employment equity and reserves the right to give preference to suitably qualified candidates in accordance with its Employment Equity Plan.
