Online Education Services (OES) is a purpose‑driven organisation dedicated to transforming the lives of learners by expanding access to high‑quality online education. OES partners with universities and leading education providers across Australia and the United Kingdom to develop innovative, student‑centred online programmes that make a genuine difference.
The Role
As Manager of Student Operations you will lead a function that touches every stage of the student lifecycle — from enrolment to graduation. Your team spans Student Administration, Student Support and Student Funding, and together they form the operational engine that ensures students feel informed, supported, and set up for success.
Key Responsibilities
- Lead, develop and cultivate a high‑performing student operations team.
- Drive a student‑first, values‑based culture across the function.
- Build capability across academic administration, student support and funding processes.
- Promote accountability, engagement and continuous improvement.
- Develop future leaders within the team.
- Operational delivery across partner programmes.
- Ensure service delivery meets agreed SLAs and compliance standards.
- Lead lifecycle planning including enrolment, census, progression and completion.
- Monitor operational performance and implement improvements.
- Oversee development and reporting of metrics across enrolment, retention, funding and operational efficiency.
- Ensure compliance with government funding and regulatory requirements.
- Monitor and mitigate financial risk including bad debt exposure.
- Ensure clear, timely and transparent communication of fee and funding information to students.
- Identify opportunities to support retention through proactive financial engagement.
- Strategy and continuous improvement.
- Contribute to operational strategy in partnership with the Director of Academic and Operations.
- Identify industry trends and regulatory changes impacting student services and funding.
- Lead operational readiness for new partner onboarding.
- Drive process innovation to enhance the student online experience.
- Support growth strategies through scalable operational models.
- Partner and stakeholder management.
- Act as key operational contact for the partner university.
- Provide performance reporting and insights to partners and the UK Senior Leadership Team.
- Collaborate closely with OES Academic, Admissions, IT and university partner teams.
- Budget and performance management.
- Contribute to annual budget planning for Student Operations.
- Deliver financial, operational and student experience KPIs.
- Monitor cost of delivery and recommend efficiencies.
What Success Looks Like
Within the first year, you will have established a high‑performing, cohesive Student Operations team with clear purpose. Processes across enrolment, progression, retention and funding will be running smoothly and compliantly, with SLAs consistently met and performance data regularly reviewed and acted upon. Students will receive timely, transparent and empathetic support at every stage of their journey, and the team will feel confident, capable and motivated.
Over time, success means that Student Operations is recognised by partners, senior leadership and students as a function that genuinely sets OES apart. Operational models will be scalable, retention outcomes will reflect the quality of support you provide, and the university partner will view OES as a proactive, trusted operational collaborator.
Essential Skills And Experience
- Experienced operations leader with a proven track record in student services, academic administration or a related operational function.
- Strong knowledge of student lifecycle processes — enrolment, progression, retention and funding.
- In‑depth understanding of compliance requirements in higher education or student funding environments.
- Ability to lead, motivate and develop a high‑performing team through cyclical pressure and change.
- Strong analytical skills, using data and metrics to drive performance and continuous improvement.
- Excellent communication skills, confident in engaging effectively with students, partners and senior stakeholders.
- Commercial awareness, experience contributing to budget planning and identifying operational efficiencies.
- Commitment to student success and an instinct for balancing advocacy with financial governance.
- Experience working cross‑functionally with academic, IT, admissions or commercial teams is a distinct advantage.
Benefits
- Global organisation focused on growth with opportunities for employees.
- Engaging and vibrant organisational culture.
- 35‑hour working week within a flexible working environment.
- OES values‑driven recruitment principles.
- Career‑life fit – health and wellbeing focus.
- 25 days of annual leave plus bank holidays.
- Purchased leave scheme.
- Strategy reflects respect, honesty and diversity.
- Continuous improvement through meaningful work.
- Study assistance and leave for eligible employees.
- High growth industry and strong partner/shareholder backing.
- Genuine focus on student success.
- Global mentoring programme.
- Support for the Living Wage movement.
