Senior Registry Support Officer

Job Title: Senior Registry Support Officer (Taicang)

Department: Registry Office

Reporting to: Assessment and Integrated Operations Manager

Work Location: Taicang Campus, with occasional travel to SIP Campus as required by operational needs.

Job Purpose

The Senior Registry Support Officer is a key member of the Taicang-based Registry Support Team, providing senior-level professional support for Registry services at the Taicang campus.

The role combines complex case handling, student-facing services, examination and assessment operations, Learning Path Mentor (LPM) responsibilities, team guidance and cross-campus coordination. Working within the Registry’s function-led operating model, the post-holder serves as a key professional reference point in Taicang and works closely with Registry functional teams to ensure consistent and high-quality service delivery.

Key Responsibilities

1. Taicang Registry Service Delivery and Student Support

• Act as a senior professional contact for Registry-related enquiries from Taicang students, academic units and professional services.
• Take ownership of complex or sensitive student-related operational cases, applying sound professional judgement and escalating matters where required.
• Coordinate the day-to-day operation of Taicang Registry front-desk and multi-channel student services.
• Undertake Learning Path Mentor (LPM) responsibilities for Taicang students, helping students understand academic rules and learning opportunities, explore available study pathways and their implications, and make informed decisions about their learning journey.
• Administer student registration and status-related processes, including suspension and withdrawal, in accordance with University regulations and Registry procedures.

2. Examination and Assessment Operations

• Coordinate on-site examination and assessment operations for the Taicang campus, including examination material logistics, invigilation arrangements, venues and facilities.
• Support the recruitment, briefing and training of invigilators and ensure examinations are delivered in accordance with University requirements.
• Work with the Assessment Team on relevant processes, including past paper release, Mitigating Circumstances, academic appeals and other assessment activities.
• Provide on-site operational support for Boards of Examiners and related cross-campus assessment activities.

3. Cross-Campus Collaboration and Team Guidance

• Work closely with Registry functional teams across campuses to ensure Taicang-based delivery follows agreed policies, processes and service standards.
• Provide day-to-day professional guidance, coaching and support to team officers, new colleagues and interns.
• Review team outputs where appropriate to support accuracy, consistency and timely delivery.
• Promote effective knowledge sharing within the Taicang-based team and wider Registry.

4. Service Improvement and Professional Practice

• Identify operational issues and workflow inefficiencies and contribute practical recommendations for service, process and system improvement.
• Contribute to Registry projects, pilots, policy reviews and system development, bringing insights from Taicang-based operations.
• Interpret and communicate University policies, regulations and procedures clearly to students and other stakeholders.
• Maintain up-to-date professional knowledge and handle student information and sensitive cases with appropriate confidentiality and judgement.
• Make appropriate use of authorised digital and AI-enabled tools to improve service quality and operational efficiency while maintaining professional accountability and human judgement.
• Undertake other duties reasonably assigned by the Assessment and Integrated Operations Manager or Deputy Head of Registry.

Person Specification

Qualifications and Experience

Essential

• Master’s degree with a minimum of 3 years’ relevant professional experience, or Bachelor’s degree with a minimum of 5 years’ relevant professional experience, preferably within higher education or a comparable complex organisational environment.
• Substantial experience in academic administration, Registry operations, student academic services or a closely related area.
• Demonstrated ability to independently manage complex student-related operational cases and apply policies and procedures with sound professional judgement.
• Experience of working effectively across teams or organisational functions.

Desirable

• Experience within an international higher-education environment.
• Experience in examination and assessment administration.
• Experience in providing professional guidance, mentoring or coaching to colleagues.
• Experience contributing to process improvement, systems development or cross-functional projects.

Skills and Competencies

• Excellent written and verbal communication skills in both English and Chinese.
• Strong analytical, problem-solving and professional judgement skills, with high attention to detail.
• Strong organisational skills and ability to manage competing priorities.
• Ability to interpret academic regulations and translate them into clear and practical guidance for students and colleagues.
• Ability to build effective working relationships across campuses and organisational functions.
• Confidence in handling complex or sensitive student cases, with clear awareness of escalation and confidentiality requirements.
• Ability to work independently while contributing effectively to a distributed team.
• Strong commitment to student-centred service, continuous improvement and the appropriate use of digital and AI-enabled tools.
• Ability to support and guide colleagues through professional knowledge and constructive feedback.