Job Description
About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Purpose: The Learner Support Manager is responsible for leading the Learner Support team to deliver an exceptional student experience while ensuring compliance with the Australian Vocational Education and Training (VET) Quality Framework and organisational policies. The role oversees learner administration, operational excellence, compliance, and continuous improvement through technology, automation, and high-performing teams.
Key Responsibilities - Lead the end-to-end learner support function, ensuring a seamless, responsive, and learner-focused experience throughout the student lifecycle.
- Manage, mentor, and develop local and offshore learner support teams, fostering collaboration, accountability, and high performance.
- Oversee learner administration using aXcelerate, including course creation, enrolments, student progression, completions, system configuration, troubleshooting, and operational support.
- Serve as the primary escalation point for complex learner enquiries, complaints, system issues, and stakeholder concerns.
- Ensure compliance with the Australian VET Quality Framework, ASQA regulatory requirements, Standards for RTOs 2025, organisational policies, and legislative obligations.
- Manage the accuracy, integrity, and compliance of learner records and oversee AVETMISS data validation and reporting.
- Identify opportunities to improve learner support processes through automation, AI solutions, workflow optimisation, and digital transformation initiatives.
- Monitor operational performance through KPIs, reporting, and data analysis, implementing continuous improvement strategies to enhance service delivery.
- Collaborate with Compliance, Training, Admissions, Sales, Finance, and Marketing teams to support organisational objectives and deliver a consistent learner experience.
- Ensure compliance with the Privacy Act 1988, data governance principles, AI governance, and organisational risk management practices.
- Administer and optimise business systems including aXcelerate, Monday.com, Zoho, Calendly, Xero, and Aircall.
- Support the creation of learner communications, knowledge base articles, training resources, and digital content, including video editing and YouTube channel management.
Essential Criteria - Minimum 5 years' experience leading learner support, student services, or operations within an Australian Registered Training Organisation (RTO) or another regulated education environment.
- Advanced proficiency in aXcelerate Student Management System (SMS), including course creation, learner administration, troubleshooting, reporting, and system configuration.
- Strong knowledge of the Australian Vocational Education and Training (VET) Quality Framework, ASQA regulatory requirements, Standards for RTOs 2025, and AVETMISS reporting requirements.
- Demonstrated experience leading high-performing local, offshore, or outsourced teams across multiple time zones.
- Proven ability to improve operational efficiency through process improvement, digital transformation, automation, and AI implementation.
- Strong working knowledge of Monday.com, Zoho, and Calendly, with experience using Xero and Aircall.
- Sound understanding of the Privacy Act 1988, data privacy obligations, AI governance, and compliance in a regulated environment.
- Excellent leadership, coaching, stakeholder management, communication, and conflict resolution skills.
- Exceptional attention to detail and commitment to maintaining accurate learner records and compliance documentation.
- Strong analytical, organisational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Google Workspace.
- Experience with video editing and YouTube channel management is highly regarded.
Qualifications:
Essential - Diploma or higher qualification in Business, Education, Leadership, Management, or a related discipline, or equivalent relevant experience.
- Demonstrated experience in learner support or operations leadership within an Australian RTO.
Desirable - Certificate IV in Training and Assessment (TAE40122 or equivalent).
- Qualifications or professional development in leadership, project management, process improvement, AI, or digital transformation.
- Experience with Learning Management Systems (LMS) and CRM platform.
Additional Notes: - Reports to: RTO Manager
- Employment Type: Fixed-Term
- Location: Onsite - Eastwood
- 8AM-5PM PHT
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
