Head: Student Enrolments
Overview:
The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. The role combines commercial sales leadership, data-driven performance management, operational discipline, process optimisation, technology adoption and people leadership to consistently achieve agreed enrolment, conversion, productivity and quality objectives.
Requirements:
5 years managerial experience in data driven environment
Proven track record in a high pressure and diverse target driven environment.
Track record of management experience and capability to manage, motivate teams and lead them in achieving objectives.
Strong understanding of sales strategies, metrics, and performance management.
Demonstrated experience using data and reporting to identify performance issues and implement corrective action.
Experience in process optimisation, operational improvement and/or technology adoption would be advantageous.
Experience working with CRM, telephony, BI, automation or related operational technology would be advantageous.
Responsibilities:
Contact Centre Environment Management
Analyse leads volume and quality data, to identify trends, opportunities, and § areas for improvement in lead management processes.
Monitor the overall performance of the Enrolments environment against § agreed business objectives and KPIs.
Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms supporting the Enrolments § function.
Identify opportunities to automate manual processes, improve operational efficiency and reduce unnecessary administrative effort.
Ensure that operational processes are scalable, repeatable and consistently applied.
Monitor and evaluate conversion rates, productivity, lead utilisation and other relevant performance measures.
Use business intelligence, dashboards and reporting tools to monitor and manage Enrolments performance.
Identify the root causes of performance issues rather than relying solely on headline performance measures.
Challenge assumptions and existing practices where data indicates that alternative approaches may produce better results.
Provide recommendations on product positioning and market opportunities.
Contact Centre Team Management
Monitor and analyse enrolment performance metrics, including enrolment targets and agent specific conversion rates.
Ensure enrolments team are effectively using tools and systems to track and manage their activities.
Set clear individual, team, management and departmental performance expectations in collaboration with leadership.
Provide ongoing coaching and support to enrolment team members to enhance their performance.
Conduct regular performance reviews and provide feedback to enrolment team, to achieve their targets.
Ensure that Managers and Team Leaders consistently apply agreed processes, standards and performance-management practices.
Prepare and present performance reports to senior management, providing actionable insights and recommendations.
Ensure that new systems, processes and technologies are effectively adopted by the Enrolments team and embedded into daily operations.