Student Services Lead

About the role

The Student Services Lead manages the Immigration, Residential & Meals, Insurance and Financial Aid functions at ALU Rwanda and reports to the Student Life Manager. The role goes beyond keeping existing processes running: it involves spotting slow processes, outdated policies or gaps in information tracking and fixing them. Because much of the work depends on other teams, the person must manage deadlines they do not fully control and follow up, escalate or plan around delays.

Key responsibilities

• Lead and mentor the Immigration, Residential & Meals, Insurance and Financial Aid functions, delegate tasks, hold regular one-on-one reviews and drive process improvements.
• Oversee housing operations (applications, assignments, move-in and check-out, maintenance, costs) and coordinate meal services with catering providers, including meal plans, dietary needs and community-building events.
• Support students through visa and permit applications, liaise with embassies and immigration offices, keep accurate immigration records and train students and staff.
• Oversee financial aid administration (scholarships, grants, loans), set application and disbursement policies, manage disbursements and query student funding data in Salesforce for reports to partners and leadership.
• Advise students on budgeting and financial literacy, respond to financial crises and adjust processes to prevent recurrence.
• Manage scholar programs, including enrollment criteria, progress monitoring, sponsor relationships and scholar events.
• Maintain accurate student records in Salesforce and own the budget across housing, meals, immigration and financial aid, including insurance contract negotiations and vendor renewals.

Required profile

• Master's degree in Student Affairs, Higher Education Administration or a related field.
• At least 5 years of experience in student services, including 2 years in a leadership or supervisory capacity.
• Demonstrated experience in housing and meals, immigration, financial aid or scholar liaison.
• Strong understanding of student development theory and best practices.
• People management experience and exposure to visa and immigration requirements across several countries.

Required skills

• Practical experience with a CRM or student information system such as Salesforce.
• Experience managing a multi-line budget and negotiating or renewing vendor contracts.
• Excellent communication, problem-solving and decision-making skills.