The Manager - ICT Customer Services drives the delivery of high quality customer support services across the institute (all campuses) to provide a single point of contact for all incidents, service and change requests, and to act as lynchpin contact between the various stakeholders, i.e., students, faculty and staff, and the ICT customer service function. MAIN DUTIES AND RESPONSIBILITIES: • Supervise delivery of telephonic online (phone, skype, Zoom, email, remotely etc) and physical support to users in line with agreed SLAs and pre-defined standards. • Actively manage the system for logging, monitoring and resolving ICT systems-based difficulties to provide for continuous performance improvement. • Improve quality of support delivered to users by ongoing feedback on services provided and enhance the skillset of service delivery team in line with the current technology trends and support requirement. • Manage resource capacity and demand, by directing ticket prioritization and escalation to increase first call resolution. • Optimize the resource allocation to minimize user down-time and maximize productivity. • Uphold a sense of customer service and measures client/user satisfaction. • Analyze help desk performance using metrics in helpdesk ticketing software to meet departmental and institutional performance goals. • Manages and assesses the performance of team members and identifies staffing needs to fulfill the demands of the users. • Recruit, train and support IT Labs & help desk resident engineers. • Develop weekly, monthly, and quarterly reports on help desk team’s productivity. • Collaborate with vendors to implement systems and process improvements and, provide high quality technical support to the users. • Review, analyze and provide feedback to vendors regarding the systems implemented and give suggestions on areas of improvement. • Supervise and manage routine operations of ICT Customer Support and IT Labs of both campuses. • Ensure all policies and procedures are being followed and further assist in updating them as per the industry standard. • Manage internal and contractual SLAs. • Maintain hardware and software inventories for auditing and tracking purposes. • Any other tasks as assigned from time to time by the supervisor Qualification and Experience: Masters degree/MS/MCS Computer Science or equivalent degree from HEC recognized university, ITIL Certified with 6 - 8 years Post-Graduation experience of proven track record of supervising / leading a team in a ICT customer service (service desk) environment COMPETENCIES: • Excellent communication and interpersonal skills. Command over English, both, written and spoken is a must • Present with credibility, engage varied audiences and test levels of understanding • Be flexible, show initiative and respond quickly when situations change • Translate technical and complex information concisely for diverse audiences • Promote a culture of quality customer service in the institute – must have proven leadership track. • Customer-service oriented with a problem-solving attitude • Raise and work through challenging issues and seek alternatives. Last date to apply: August 7, 2022
MAIN DUTIES & RESPONSIBILITIES: • Communicate and facilitate international scholarships, competitions and internships to IBA students. • Coordinate with international partners for active exchange programs and summer/winter programs for all students. • Maintain productive relationships with all stakeholders and update / develop relevant communication material • Coordinate and facilitate credits transfer applications. • Coordinate visits and meetings with foreign university representatives / high profile guests / international visitors. • Facilitate students with visa letters, NOCs, welfare applications, other certificate or program scholarships, university admission documentation support, etc. • Update and maintain IBA IRC website, social media, and other internal/external official communication platforms. • Maintain documentation and records of all activities and communications. • Support Senior Manager, Student Affairs with all IRC and External Linkages responsibilities and activities. QUALIFICATION & EXPERIENCE: The incumbent shall have at least bachelors’ degree from an HEC recognized institute with at least 1 year of experience working in relevant field. KNOWLEDGE & COMPETENCIES: • Excellent interpersonal, communication, organizational, and problem-solving skills. • Proficient in use of MS Office. Last date to apply: August 7, 2022
The Manager of the Office of Student Financial Aid is responsible for management of the operational and administrative functions that support the development and implementation of all financial assistance programs. The Manager reports to the Chairperson and Director of the Office of Student Financial Assistance. ROLE AND RESPONSIBILITIES • Manage the day-to- day functions and operations of the Office of Students’ Financial Assistance (OSFA), including supervising all Financial Assistance (FA) staff • Recommend policies, procedures, regulations, and criteria for the award of student financial assistance and implement them upon approval by FA Committee • Develop and implement communications and marketing strategies to inform students and families of opportunities for financial assistance, the procedures for applying and the criteria for making awards • Oversee the design and implementation of online information and application systems • Provide assistance to students and families as they complete and submit applications for financial assistance • Manage various financial assistance programs and regularly consult stakeholders to improve the operation and impact of specific programs • Design and implement monitoring and evaluation activities • Assist with the design and implementation of appropriate MIS systems and reports to support the effective management of financial assistance programs for both internal and external stakeholders. • Manage the accounting processes of the Financial Assistance Activities • Assist the Director in designing appropriate capacity development programs for staff EDUCATION: • Master’s degree from an HEC recognized University • Specialized training in some aspect of financial assistance programs EXPERIENCE: • At least 6 – 8 years of experience with preferably 5 years of experience with financial assistance programs at an accredited university SKILLS AND SPECIFIC KNOWLEDGE REQUIREMENTS: • Familiarity with various strategies, programs and systems for providing financial assistance to students • Working knowledge of MIS and accounting systems to support the functions of the office • A commitment to a service-oriented approach to assisting students and families with the application process • Familiarity with communications and marketing strategies for increasing public awareness of financial aid strategies and application procedures • Understanding of the need and potential for online information and application procedures • Knowledge of monitoring, evaluation and accountability systems to measure the impact and effectiveness of financial assistance programs • Good working knowledge of public sector policies, procedures and regulations that relate to financial assistance • Ability to communicate effectively with stakeholders to guarantee the success and constant improvement of financial assistance programs PREFERRED SKILLS Communication, ICT, Accounting, Soft Skills Last date to apply: August 7, 2022