ABOUT THE ROLE<\/p>\n
\tThe Accounts receivable\/ Parent Fee Support (PFS) Manager is responsible for overseeing the effective – collection, and support processes related to the debtors book across the organisation in both South Africa and Kenya.\u00a0
\n\tThe role ensures that collection targets are met while maintaining a positive and supportive experience for families. This position works closely with school leadership, finance, admissions, and other internal stakeholders to strengthen billing accuracy, improve payment culture, mitigate credit risk, and maintain high levels of parent satisfaction.\u00a0
\n\tThe role also provides leadership to the Parent Fees Support team across both regions, ensuring strong operational performance, service excellence, and continuous improvement of processes and systems<\/p>\n
You will be responsible for :<\/p>\n
School Fee Collections Management<\/p>\n
\tLead and oversee the collection of billed school fees, including outstanding balances, ensuring collection targets are consistently met or exceeded.
\n\tManage the collections process within agreed timelines by coordinating, directing, and prioritising the activities of team members.
\n\tMonitor collection performance and develop corrective strategies when collections fall behind targets.
\n\tIdentify risk areas early and implement proactive interventions to mitigate potential delinquency
\n\tSubject matter expert for legal issues regarding debt collection operations and management and related engagement with external legal experts and school associations (ISASA) on these matters\u00a0<\/p>\n
Debt Collection Agencies and Credit Bureaus<\/p>\n
\tOversee processes related to bad debt recovery, including coordination with external debt collection agencies where required.
\n\tEngage, manage and monitor performance of debt collection agencies and related processes
\n\tEngage, manage and monitor performance of credit bureaus used for enrolment related credit checks<\/p>\n
Parent Satisfaction and Service Excellence<\/p>\n
\tEnsure effective and respectful communication with families on all matters related to school fees.
\n\tMaintain agreed service standards for response times and quality of communication.
\n\tOversee the management of parent queries, including the maintenance of accurate records of interactions, complaints, and resolutions.
\n\tAct as the escalation point for complex parent cases requiring intervention.
\n\tCollaborate with internal teams to resolve parent concerns promptly.
\n\tMonitor parent satisfaction feedback and implement improvements where service gaps are identified.<\/p>\n
Call centre \/ customer contact centre operations<\/p>\n
\tManage call centre and email operations (Zendesk) for the Nova Pioneer customer contact centre that managers fee related queries
\n\tEscalation for parent related fee disputes and queries.
\n\tSet performance benchmarks and drive performance for customer contact centre productivity, customer satisfaction levels, response times and resolution times<\/p>\n
Stakeholder Management and Deliverables<\/p>\n
Family Engagement<\/p>\n
\tModel and promote a positive, empathetic, and professional approach when engaging with families regarding financial matters.
\n\tEnsure the team maintains agreed service level standards for responding to family queries across communication channels.
\n\tEncourage a supportive yet structured approach to collections that promotes a healthy payment culture within the school community
\n\tManage call centre and email operations (Zendesk) for the Nova Pioneer customer contact centre that managers fee related queries
\n\tEscalation for parent related fee disputes and queries<\/p>\n
School Leaders and School Teams<\/p>\n
\tProvide school leaders with regular updates on campus-specific fee collection performance.
\n\tHighlight areas of financial risk and collaborate with school leaders to implement appropriate solutions.
\n\tPartner with school teams to implement collection initiatives that balance accountability with positive community engagement.
\n\tProvide school leaders with timeous and accurate information regarding the debtors book for their school
\n\tCalculate and provide\u00a0 financial termination listings \/ gating listings and support enforcement of these by school based teams<\/p>\n
Finance Team<\/p>\n
\tWork closely with the finance team to ensure family billing is accurate, timely, and clearly communicated.
\n\tShare feedback from families to support improvements in billing clarity and processes.
\n\tCollaborate on adjustments to family accounts, including approvals for statements and invoice updates.
\n\tProvide insights to support improvements in billing processes and operational efficiency.<\/p>\n
Admissions Team<\/p>\n
\tSupport affordability assessments for prospective families where applicable.
\n\tReview and approve exceptions related to school fees, including prorated fees for mid-year enrollments and other special cases.
\n\tPartner with admissions and school leadership to ensure financial clearance processes for new families are smooth and timely during onboarding<\/p>\n
Reporting and Performance Monitoring<\/p>\n
\tProduce regular analytical reports on collections performance at both organisational and parent-account levels.
\n\tProvide school leadership teams with monthly updates on collections performance and areas requiring support or intervention.
\n\tMonitor and drive key service indicators such as response times, parent satisfaction scores, and communication volumes.
\n\tMaintain accurate records across databases, dashboards, and reporting systems used by the team.
\n\tImplement and enhance information systems and related processes to improve performance reporting and identify action areas to improve collection performance and service levels<\/p>\n
Business Controls and Process Governance<\/p>\n
\tRecommend and implement internal controls to ensure the accuracy and efficiency of billing and collections processes.
\n\tApprove operational processes such as refunds, prorated school fees, and exceptional family requests.<\/p>\n
Management of the Nova Pioneer Foundation (Bursary Programme)<\/p>\n
\tDevelop bursary frameworks, including eligibility criteria, award rubrics, and programme terms and conditions.
\n\tOversee documentation review and evaluation for bursary applications.
\n\tAward bursaries to qualifying families and ensure proper contracting and documentation.
\n\tLiaise with the finance team to ensure bursaries are correctly applied to family accounts.
\n\tMaintain accurate records of bursary awards and programme activity.
\n\tProduce reports on committed funds, make recommendations for annual budget based on expected requirements\u00a0 and monitor the foundation\u2019s budget utilisation.\u00a0
\n\tReply to stakeholder requests pertaining to the\u00a0Foundation<\/p>\n
Team Leadership and Development<\/p>\n
\tProvide clarity, support and accountability for the Global Parent Fees Support team.
\n\tConduct weekly one-on-one meetings and regular feedback sessions with team members.
\n\tSet team performance goals and track progress against operational objectives.
\n\tTrain, coach, and develop team members to build the capabilities required to deliver excellent service and operational performance
\n\tDevelop and implement policies and procedures that support effective team performance and operational compliance\u00a0 \u00a0<\/p>\n
ACADEMIC AND PROFESSIONAL QUALIFICATIONS<\/p>\n
Kenya<\/p>\n
\tA Bachelor\u2019s Degree (in Business preferred)
\n\tCPA (K) or Finalist or its equivalent (ACCA, CA etc)<\/p>\n
South Africa<\/p>\n
\tMinimum: BComm with majors in management accounting and \/ or accounting<\/p>\n
CORE EXPERIENCE, SKILLS AND COMPETENCIES<\/p>\n
Experience<\/p>\n
\tA minimum\u00a0of 3 years experience managing a debt collection team with >1000 retail customers
\n\tA minimum of 3 years\u2019 experience managing a customer-facing call centre \/ customer contact centre team, with the ability to provide clear direction, accountability, and support to drive strong team performance)<\/p>\n
Skills<\/p>\n
\tProficient on the use of Excel for financial analysis, modelling and reporting<\/p>\n
Competencies<\/p>\n
\tDemonstrated ability to motivate and sustain team morale, particularly during high-pressure periods such as peak operational cycles such as the start of term.
\n\tStrong ability to manage complex or difficult customer interactions, navigating sensitive situations and achieving constructive, mutually beneficial solutions.
\n\tExperience working in fast-paced or entrepreneurial environments that require high levels of autonomy, ownership, and initiative.
\n\tResults-driven and goal-oriented, with a proactive approach to work and a strong sense of accountability for outcomes.
\n\tExcellent organisational and project management skills, with the ability to manage multiple priorities simultaneously while consistently\u00a0meeting deadlines and performance targets.<\/p>\n
Experience: Advantageous but not essential<\/p>\n
\tInternational team management experience
\n\tPrimary and secondary or tertiary private education sector experience\u00a0\u00a0\u00a0\u00a0
\n\tRemote team management experience<\/p>\n
ADDITIONAL SKILLS AND REQUIREMENTS\u00a0<\/p>\n
\tYou are excited about our organisational culture and in particular, you are fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback
\n\tAbility to treat all confidential information with the utmost professionalism<\/p>\n
Apply Through:<\/p>\n
eer.applytojob.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/eer.applytojob.com","_company_name":"Nova Pioneer","_company_website":"http:\/\/novapioneer.com","_company_tagline":"Nova Pioneer Education Group is a Pan-African independent school network offering preschool through secondary education for students from ages 3 through 19. We prepare the next generation of leaders and innovators through world-class teaching methods with an emphasis on 21st century skills. We e... read morestablished Nova Pioneer because we believe education should prepare young people to create their future, not just work in it. Nova Pioneer is a launchpad where ambitious young Africans can begin to shape a better future for the continent and the world. We began by asking ourselves the question, \"What capabilities will young people need to succeed in and shape the future that they will encounter, and what approaches to education will best develop those capabilities?\u201d All of our founders have extensive backgrounds in education at top institutions across the globe, having studied at universities such as Harvard and Stanford and led education programs for McKinsey and Co., the African Leadership Academy, and top school networks in the US (Excel Academies). Yet at Nova Pioneer we believe that you never stop learning. So we visited and studied leading schools spanning from Singapore to Peru, and the United States to the United Kingdom. We connected with leaders of the cutting-edge education research, and leading thinkers on 21st Century Learning such as Sir Ken Robinson and teachers and atelieristas from Reggio Emilia, the leading global early education model, to name a few. We launched our first school in South Africa in 2014, with the aim of incorporating the best education models in the world, while keeping it as affordable as possible. We\u2019ve since expanded within South Africa, and to Kenya as well - with our first Kenyan school launching in 2015. In all of our schools, we bring in and train top educators to deliver educational excellence in an environment that nurtures our students to uncover their potential and blaze trails in the world beyond our school walls.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[704,693,701],"job-types":[687],"class_list":{"0":"post-92934","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/92934","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=92934"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92934"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92934"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92934"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}