Job Description

Job Purpose: Accountable for overall admissions and shared services delivered out of Noida centre. The key responsibility will be ensuring delivery of a high quality and efficient student journey from application to ready for visa stage, by achieving team productivity, applications quality, turnaround, and issue resolutions targets. Responsible for leading c200 staff across operations, service & quality teams and creating a culture of service excellence, compliance, and continuous improvement. Accountable for managing shared services unit providing leadership and administration support for all functions that operate out of Noida centre. As a location head of Noida centre and leadership of all services operating there, will be responsible to ensure the Study Group culture and environment is maintained across teams in Noida Key Responsibilities Service Delivery (30%)

• Accountability for end-to-end service delivery of the admission processes in Noida, including:
• Directing Admissions operations team via a structure of regional managers and team leaders.
• Forecasting likely work volumes and resource required to ensure SLAs and turnaround times are achieved, with particular focus on ensuring maximum flexibility during peak volume period.
• The design and maintenance of clear standardised operational processes to ensure consistency of operations across regions.
• Monitoring adherence to SLAs, controls & management of audit and risks.
• The management and resolution of most complex exceptional cases/escalations and complaints from internal stakeholders, University Partners, and where appropriate, students/agents.
• Proactively use service delivery data to identify opportunities for process clarification or improvement. Ensure that any changes are communicated and implemented on a timely basis across the relevant teams.
• Ensure that regular reviews, assessments, and compliance checks within Admissions Operations are carried out to confirm applications are processed in a way that the student meets university, visa, and English language requirements
• Consulting across business operations, providing mentorship, and contributing specialised knowledge on Quality and Compliance issues with Study Group and the market to drive quality and consistency
• Help improve the admission operations performances in the source & destination markets by identifying market trends, business needs, competitive advantage and providing relevant solutions and training
• Strategically lead and support Customer Service & Quality Team to enhance performance by setting clear accountable performance measures.
• Review and manage infrastructure requirements to accommodate business expansion

Leadership (30%)

• Operate as a member of the Global Admissions Leadership team.
• Motivate and energise others through positive reinforcement and by acting as an inspirational role model
• Accountable for fostering a positive work and collaborative working environment across Global Operations which puts the student at the heart of every decision and excellence in service delivery.
• Support the delivery of a high performance and development culture across Noida Admissions, ensuring a constant focus on the delivery of high-quality outcomes.
• Coach, lead and support the leadership team to meet and exceed required targets.
• Ensure regular communication and engagement activities are undertaken across the teams operating in Noida.

Change Management (20%)

• Accountable for setting up and shaping the operational strategy for the admissions Operations function.
• Embed a culture of continuous improvement across operational teams, and work collaboratively with other Admissions teams to achieve this.
• Regularly evaluate Global Admissions performance data or other insights (eg: agent feedback, customer service trends) to identify opportunities for maximising staff productivity or drive process improvements.
• Engage and collaborate with internal stakeholders (eg: Sales, Marketing, operating divisions, IT and Finance) to identify, develop and implement new services and larger scale initiatives which will improve the efficiency or quality of the student journey.
• Ensure that solid change management principles are implemented for all major changes across the teams, and action is taken to ensure the effective embedding of learning and/or new process implementation.
• With support from regional teams as required. act as the key decision maker on changes originating from other areas of Study Group which impact Global Admissions, ensuring that plans take account of the best outcome of the business.
• Represent Global Admissions on project teams for the onboarding of new partners within designated region. Ensure that there is engagement with new Partner stakeholders to design and implement agreed operational processes/SLA’s, and quality and compliance standards are clearly defined.

Stakeholder Management (20%)

• Act as the main point of contact for each destination market operating division, ensuring alignment on key product features/benefits, entry requirements, regulatory compliance matters. ensure continuous improvement in their perception of the service we provide for existing business.
• Act as the main point of contact for the Sales and Marketing functions, collaborating as required to ensure delivery of go to market plans, prioritisation of intakes and planning for peak periods.
• Manage the interface with external regulatory bodies as required.
• Develop and maintain effective relationships – at all levels of seniority - with a robust engagement plan for all key internal stakeholders (Sales, Admissions, Marketing, operating divisions, Operations Finance, HR, IT.
• Work proactively with Sales and Agents to ensure that they fully understand and are adequately trained in relevant Admissions and visa related processes, rules and procedures
• Ensure that University partner satisfaction is maintain or improved at all times. Contribute feedback and insights to University Partners on a wide range of market and product insights (eg: pricing, positioning, market sourcing, admissions) to build/refine the development of existing or new products.

Organisational Compliance:

• Comply with Study Group policies and applicable laws including those in relation, but not limited, to: Workplace Health and Safety; Anti-Discrimination and Harassment, Anti-Bribery and Anti-Corruption and those specifically relevant to the position and authority of the job holder.

Qualifications & Training

• None essential, but tertiary qualification preferred.

Experience Required

• Strong track record in the management of SLA-driven operations - processing or service related - either within an organisation or ideally as part of an outsourced provider.
• Must have experience of leading, coaching and developing large teams through a global/distributed management structure and time zones and show a flexible style to manage in a wide range of different cultural environments.
• Experience of working in a global matrix organisation, delivering high quality services to internal/external clients whilst still ensuring compliance with strict regulatory and external requirements.
• Experience of effectively managing and influencing a wide range of internal stakeholders with varying agendas.
• Proven track record in the planning and delivery of process and technology change, including the use robotic process automation (RPA) tools in a multi-location environment.

Attributes

• A relentless focus on driving efficient and high quality outcomes through others.
• An inspirational leader who shows an interest in people and invests time in coaching and development activities to grow capability across a global team.
• A strong collaborator who develops effective relationships with internal and external stakeholders, and instils confidence in the ability of the Global Admissions function.
• Strong business and commercial acumen, analytical and quantitative ability.
• Takes an end to end view on operational processes, and demonstrates awareness of opportunities to centralise/ decentralise activities based on business needs.
• Uses data and tenacity to get to the root cause of identified issues and drive the design/implementation of changes to resolve them.
• Agile in approach – must be able to move at pace and seamlessly between short-term tactical and long-term strategic plans and activities. Must be comfortable working flexible hours to manage teams effectively in different time zones.
• Can confidently deal with a wide range of project, ambiguity and changing priorities - resolves competing demands upon the team and holds others to account for delivery.
• Excellent written and oral communicator, able to clearly convey the commercial and operational benefits of projects/programmes.
• Persuasive and impactful negotiator - influences effectively by adopting a range of approaches, maintaining relationships with all parties at all times.
• Highly organised and self-motivated; able to prioritise work and work to tight deadlines. Demonstrates effective and timely decision making and judgement.
• Demonstrates a growth-mindset.

Competencies (Stage 5 role) :

• Being accountable
• Collaborating together to succeed
• Embracing Study Group’s vision and mission
• Valuing a learning mindset
• Planning and delivering
• Achieving high quality outcomes
• Striving for operational excellence
• Embracing change
• Persuading and influencing
• Growing the business
• Leading and developing talent

About Study Group We are a global pathway provider in International Education, working collaboratively with a number of Top Tier Universities. Voted as the 2017, 2018 and 2020 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class UK education to talented students from across the globe. Organisational Compliance Study Group is committed to safeguarding and promoting the welfare of its students, and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate. Study Group processes your information in line with data protection regulations. Please see our Privacy Policy mudNLTaAkk