“The combination of business, marketing and education has shaped my understanding of both student needs and institutional goals, allowing me to grow both personally and professionally within this dynamic environment,” says Tshepang Molemone, Head of UPOnline Student Administration.

Molemone holds a Bachelor’s degree in Business Management, an honours in Marketing Management and a master’s in Education, all from UP. She began working at the University in 2020, when she joined the Comprehensive Online Education Services (COES) as a learner designer intern. The COES directorate focuses on online learning and oversees UPOnline, the University’s fully online mode of delivery.

“Following the internship, I was appointed on contract as a student administrator,” Molemone says. “In 2024, I was honoured to be appointed as Head of Student Administration. This role allowed me to engage more directly with students and the operational aspects of online learning.”

Coming from a humble background, Molemone has always aspired to contribute to positive change and support others where she can.

“Through my work within UPOnline and Student Administration, I found that I was living this dream, helping students succeed in a space that blends innovation with accessibility,” she says.

In her role, Molemone supports students across the entire lifecycle, from application through to graduation. While each phase carries significance, the most rewarding part for her is witnessing students successfully complete their qualifications.

“Graduation represents more than just the end of a journey; it signifies perseverance, achievement and personal growth. I find this moment particularly meaningful because I strongly believe in the importance of finishing what you start.”

She reflects on the pride she feels when students graduate, knowing that her contributions, however small, have played a part in their success.

“It is a proud and fulfilling moment, both for them and for me,” she says.

To maintain the high standard of student-focused support that UPOnline is known for, a variety of tools and strategies are employed, including PeopleSoft and the Blackboard Learning Management System, also known as ClickUP.

“PeopleSoft plays a key role in the administrative aspects of the student lifecycle,” Molemone says. “It enables students to apply for admission, access and update their personal and academic profiles, view their academic records, and track their grades. It also allows staff to efficiently manage enrolments, course registrations and academic progression.”

ClickUP, on the other hand, underpins core teaching and learning functions. It serves as a central space for course delivery, communication and academic resources. It is also used to monitor student engagement and identify those who may need additional support.

The University’s value of collaboration, which she considers essential in her role, resonates strongly with Molemone.

“Collaboration is absolutely central to my role, especially in the context of online learning in higher education. I regularly work with key stakeholders such as programme coordinators, learning designers and faculty administrators to ensure that the student experience is seamless from start to finish.”

A notable example is the graduation clearance process, which requires precise coordination among facilitators, administrators and academic staff.

“I then work with faculty administrators to verify student records, resolve discrepancies and ensure that everything aligns with the University’s policies,” she adds.

However, the role does not come without its challenges. A significant hurdle is managing high volumes of queries and administrative tasks during peak periods.

“To address this, I worked with my team to create standard operating procedures and template responses for common queries, which helped us respond faster and more consistently,” Molemone explains. “We also leveraged automation features in PeopleSoft to proactively communicate key information. These changes significantly reduced the number of last-minute queries and improved the overall student experience.”

Molemone is well known for her attention to detail and efficiency, qualities she balances with the flexibility needed in a dynamic online environment. For her, attention to detail is not about rigidity, but about having a solid foundation that allows for responsiveness without compromising accuracy.

“I take that responsibility seriously and approach every task with a high level of accuracy and thoroughness. At the same time, I recognise that flexibility is equally important. Systems, academic schedules and student needs can shift quickly in a dynamic online environment.”

As a final word, Molemone offers advice to young people who are aspiring to build a career in student administration.

“There is so much more to student administration than meets the eye. It is a dynamic and purpose-driven environment that requires both attention to detail and compassion. If your goal is to make a real, daily impact in the lives of students, often in ways that go unnoticed but are deeply meaningful, then this is a career worth considering. You should approach this work with empathy, patience and a strong sense of service. Behind every form, email and process is a student with a dream, and being part of their academic journey is both a responsibility and a privilege.”