Student Success Team Leader (Internal Applications Only)

Role: Student Success Team Leader (Internal Applications Only)

Location: Kuala Lumpur

Job type: Full time, permanent- hybrid

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

The Role

The Student Success Team Leader is a dynamic and accountable leader responsible for supporting the day-to-day operations of the Student Success team. This role requires an innovative and engaging individual who can effectively lead and communicate with team members to deliver high-quality student engagement and customer service throughout the enquiry, application and offer journey.

The role ensures the team delivers high-impact engagement strategies that maximise application progression, offer acceptance, and enrolment outcomes across assigned accounts. Combining operational leadership with a strong focus on conversion performance, pipeline management, and revenue impact, the Team Leader plays a key role in driving both student success and commercial outcomes.

The role involves operational oversight, people management, stakeholder engagement, reporting, training and client service coordination, while supporting the Manager in driving team productivity, service excellence, and continuous improvement across the student lifecycle.

As a Student Success Team Leader, this is what you’ll be doing:

The Student Success Team Leader supports the Student Success Manager in driving operational excellence across designated accounts by ensuring service levels, KPIs, conversion metrics, and productivity targets are consistently met. The role is responsible for delivering high-quality student experience across the student journey, while leading, coaching and developing team members to achieve strong performance, continuous improvement, and enrolment outcomes.

The role also supports the delivery of key commercial objectives, including application progression, offer acceptance, and enrolment targets across assigned accounts. Through data-driven insights and effective pipeline management, the Team Leader identifies conversion gaps, optimises engagement strategies, and drives initiatives to improve student conversion performance.

Working collaboratively with internal team, client-facing teams, and external stakeholders, the role helps ensure seamless client service delivery, operational success, and achievement of enrolment-focused outcomes.

Role responsibilities

Operational Management & Service Delivery

• Lead the team of advisors in driving conversion performance across the full student lifecycle (enquiry → application → offer → enrolment)
• Drive team performance to support the achievement of enrolment targets across assigned accounts, including setting team and individual performance goals and implementing strategic operational plans to drive enrolment outcomes.
• Ensure team activities contribute effectively to pipeline progression and student conversion outcomes
• Drive the team to effectively manage student pipelines, ensuring timely follow-ups and progression at each stage
• Guide the team in identifying conversion drop-off points and implementing targeted intervention strategies to improve enrolment outcomes
• Drive effective outbound engagement strategies across the team to maximise student conversion and enrolment outcomes
• Continuously review team engagement strategies and identify opportunities to improve conversion efficiency
• Support the Manager in ensuring business SLAs are met and all account activity is completed across designated clients
• Contribute to strategic, operational and resource planning to improve team productivity and efficiency
• Identify operational challenges and implement action plans to improve team performance
• Coordinate and support client operations activities, ensuring alignment between client expectations and service delivery
• Support onboarding of new clients by coordinating internal processes and ensuring a smooth transition into service delivery
• Active participation in client onboarding meetings to align on scope, timelines and expectations
• Complete ad hoc tasks as assigned by Managers - Student Success

Performance Management & Reporting

• Track and drive team performance against KPIs, productivity metrics, and conversion outcomes
• Monitor team performance and provide regular KPI feedback, coaching, and performance guidance to team members
• Analyse funnel performance trends and guide the team in implementing actions to improve conversion outcomes
• Produce Daily Queue Summary reports and weekly productivity reports
• Foster a high-performance culture focused on service quality, student experience, and enrolment outcomes
• Manage direct reports, including annual appraisals and regular performance conversations
• Address underperformance through improvement plans, coaching, and documented follow-ups

People Leadership, Training & Team Development

• Oversee onboarding and induction for new hires to ensure successful integration into the team and operational readiness
• Plan and deliver training sessions to ensure team knowledge, engagement strategies, and operational skills remain current
• Coach and support team members in applying conversion-focused engagement techniques, including objection handling and personalised communication strategies
• Drive knowledge-sharing and best practice initiatives to improve team-wide conversion performance
• Support continuous learning and development initiatives across the team to strengthen overall performance and capability

Stakeholder & Client Management

• Collaborate with client-facing teams and clients to align team priorities with enrolment targets, priority markets, and conversion strategies
• Provide performance insights and recommendations to support improved student conversion outcomes across accounts
• Liaise with client-facing teams, internal stakeholders, and Student Success Management teams across global offices to support operational and commercial objectives
• Participate in and moderate account meetings where required
• Build and maintain strong relationships with client representatives and external stakeholders to support service excellence and long-term partnership success

Quality Assurance & Language Support

• Work closely with QA Specialists (QAS) to ensure quality standards, compliance requirements, and communication best practices are consistently maintained across team deliverables
• Support continuous quality improvement initiatives by identifying trends, providing feedback, and implementing corrective actions where required
• Conduct quality checks on third-language translated materials completed by team members

Key skills and experience

Essential

• Bachelor’s Degree, Diploma or equivalent qualification
• Experience as a Student Recruitment Specialist or customer service and/or higher education
• Strong written and verbal English communication skills
• Proficiency in Microsoft Office Suite, including Microsoft Excel – Outlook, word, PowerPoint
• Experience tracking KPIs, reporting, and performance monitoring
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment

Desirable (Preferred)

• Experience in a supervisory or team leadership role
• Strong understanding of higher education and/or customer service operations
• Experience in student recruitment, admissions or student success environments

Personal Attributes

• Curious and proactive problem-solver
• Strong sense of accountability and ownership
• Results-oriented with a focus on quality and operational excellence
• Collaborative and supportive team leader
• Strong interpersonal and relationship-building skills
• Adaptable and resilient in a dynamic environment
• High integrity and professionalism in handling team and client matters
• Engaging communicator with the ability to motivate and influence others

What We Offer

• Leadership opportunity within a global, mission-driven organisation
• Professional development in people management, operations and client service delivery
• Clear career progression into Student Success management roles
• Exposure to top universities and international stakeholder collaboration

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

• Competitive base salary  
• Access to an annual bonus scheme (for qualifying roles only) 
• 20 days annual leave, plus public holidays 
• Generous maternity and paternity leave  
• Access to an Employee Assistance Programme (EAP) and MiCare health 
• A vibrant social environment and multicultural and multinational culture 

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare which is led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave 
• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme    

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive. 

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