Senior Administrative Executive, Global Student Office

Job Description 

Student Life (SL) is a key function within the Professional Services team at Heriot-Watt University Malaysia (HWUM). It supports the University’s strategic objectives by delivering high-quality, frontline services to a diverse range of stakeholders, including students, staff, parents, sponsors, employers, industry partners, regulatory bodies, and government agencies. SL oversees a comprehensive portfolio of services encompassing student induction and orientation, counselling and wellbeing support, disability services, student records and database administration, Go Global, study abroad and mobility programmes, internship and graduate careers support, scholarship and sponsorship administration, international student support, operation of the University front desk and merchandise services, administrative support for student associations, as well as the coordination and facilitation of student events, clubs, and society activities. 

The Global Student Office (GSO) sits within the Student Life Division and is responsible for: 

• Managing international student pass and visa processes in compliance with requirements set by Education Malaysia Global Services (EMGS) and the Immigration Department of Malaysia. 

• Providing professional advice, guidance, and welfare support to international students throughout their student lifecycle. 

• Delivering comprehensive orientation, transition, and integration programmes for international students. 

• Managing and coordinating inbound and outbound student mobility initiatives including Go Global, study abroad and mobility programmes for the Malaysia campus. 

The GSO works closely with academic schools and professional services including Student Recruitment, Admissions, Marketing and PR, Registry, Finance, Campus Services, and Student Accommodation and Student Associations. It also maintains strong working relationships with external stakeholders such as Education Malaysia Global Services (EMGS), Ministry of Higher Education (MOHE), the Immigration Department of Malaysia (JIM - Jabatan Imigresen Malaysia), Ministry of Home Affairs (KDN – Kementerian Dalam Negeri), Royal Malaysia Police (PDRM – Polis Diraja Malaysia), embassies, high commissions, relevant regulatory authorities. 

The role works closely with academic schools and professional service units, such as Student Recruitment, Admissions, Registry, Marketing & PR, Finance, Campus Services, Student Accommodation, and the Student Association, to ensure accurate information flow, operational efficiency, and compliance with Malaysian Government regulations, while maintaining confidentiality at all times and ensuring that collaboration is constructive, timely, and solution focused. 

Through proactive communication and process improvement, the Senior Admin Executive contributes to the enhancement of the international student experience and supports the continuous development of GSO services within the Student Life division by communicating updates in a timely, accurate, and student friendly manner, and by contributing to the creation of inclusive, engaging, and growth oriented student experiences. 

Key Duties and Responsibilities 

 1. Specialist Advisory Support & Student Welfare 

• Provide professional, accurate, and timely advice to international students regarding all student pass/visa matters, including new applications, endorsements, transfers of endorsement, variations, extensions/renewals, cancellations, and related requirements (e.g., pre arrival and post arrival medical screening, medical insurance). 

• Serve as the primary contact for international students, facilitating engagement with the University and providing responsive, empathetic welfare support. 

• Guide students to appropriate internal or external services whenever required. 

• Oversee the GSO 24/7 hotline and respond promptly to daily enquiries from international students. 

• Communicate professionally with students and parents; respond promptly and accurately to enquiries in person, by phone, official social media account/s and through email. 

   

2. Student Pass / Visa Processing & Compliance 

• Manage and process student pass/visa applications through EMGS and/or the Immigration Department, including monitoring expiry dates of student passes, visas, and medical insurance. 

• Track approval statuses, medical checkups, and follow up requirements, update students and staff accordingly. 

• Ensure all student pass/visa procedures strictly follow policies and regulations set by the Immigration Department of Malaysia, EMGS, and the Ministry of Higher Education (MOHE). 

• Keep up to date with relevant regulatory changes and ensure full institutional compliance. 

• Ensure international students remain well informed about new, updated, or emerging requirements related to student pass/visa policies, immigration regulations, and government directives. 

3. Documentation, Reporting & Record Management 

• Collect, check, and maintain all documents submitted by Admissions, students, and University staff for student pass/visa processing. 

• Ensure all documentation is accurate, complete, and appropriately filed for audit and compliance purposes. 

• Prepare and update official files and reports required by external stakeholders such as embassies, the Ministry of Home Affairs, Immigration, and other agencies. 

• Ensure all reporting is timely, reliable, and compliant with institutional and national requirements. 

• Oversee the secure storage and recording of student passports and all cash payments associated with visa and pass processing. 

• Prepare timely reports and data analyses for the University. 

• Proactively identify problems or trends and recommend improvements to enhance operational effectiveness and student experience. 

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2. 4. International Student Transition & Integration Support 

• Coordinate and deliver an efficient and welcoming airport pickup service for new international students arriving in Malaysia for the first time. 

• Maintain an accurate and up to date register of student arrivals and arrange appropriate transportation to student accommodation. 

• Assist in planning, preparing, and executing events relating to international students such as orientation/induction programmes, briefings, workshops, and cultural activities. 

1. 5. Internal & External Stakeholder Relationship Management 

• Develop and maintain strong working relationships with EMGS, the Immigration Department of Malaysia, embassies, regulatory bodies, and internal university departments, locally and globally. 

1. 6. Service Improvement, Operational Support & Other Duties 

• Contribute to continuous improvement initiatives aimed at improving GSO procedures, service quality, student engagement, and international student satisfaction. 

• Participate in ongoing evaluation, enhancement projects, and service innovation initiatives. 

All HWUM staff endeavours will embody our shared values of: Inspire, Collaborate, Belong, and Celebrate.  

Person Specification 

This section details the attributes e.g. skills, knowledge/qualifications and competencies which are required in order to undertake the full remit of the role. 

• Excellent English and Bahasa Malaysia communication skills.

• Strong knowledge in student visa/passes and immigration processes in general.

• Strong administrative and organizational skills with attention to detail.

• Excellent interpersonal skills, dealing with a broad range of people, globally.

• Customer oriented and team player.

• Keyboarding skills and sound working knowledge of Microsoft Office application, including virtual platforms and GEN AI applications.

Desirable:

Essential Criteria – these are attributes without which a candidate would not be able to undertake the full remit of the role.  Applicants who do not clearly demonstrate in their application that they possess the essential requirements will normally be eliminated at the short-listing stage.

Desirable Criteria – these are attributes which would be useful for the candidate to hold.  When shortlisting, these criteria will be considered when more than one applicant meets the essential criteria.