SPARK Schools
Responsibilities:
Enrolment Sales Operations:
Lead the enrolment team to deliver a seamless journey from enquiry to onboarding.
Monitor conversion rates and implement strategies to meet enrolment targets.
Ensure all parent interactions reflect SPARK’s brand values and service standards.
Develop and maintain SOPs, scripts, and training resources.
Ensure effective use of CRM systems and data accuracy.
Collaborate with marketing on campaigns, lead management, and cycle alignment.
Fee Collections & Revenue Management:
Oversee fee collections including invoicing, payment tracking, and overdue follow-ups.
Monitor aged debt, reduce bad debt, and escalate high-risk accounts.
Implement payment plan structures and ensure accurate account reconciliation.
Ensure compliance with relevant financial and data protection regulations.
Liaise with Finance to ensure accuracy in revenue reporting and forecasting.
Directly responsible for the receipt of payments, account allocations, customer invoicing and collections.
Establishing and maintaining customer service standards by ensuring accuracy in and timeously invoicing.
Ensures timely fee collection through proactive engagement, structured reminders, and effective dispute resolution.
Identify and manage risk around late or non-payments; escalate high risk accounts when necessary.
Process & Systems Optimisation:
Audit and streamline workflows across enrolment and collections functions.
Drive digital adoption and automation (e.g., CRM, billing tools, reporting dashboards).
Ensure accurate data integration between admissions and finance platforms.
Reduce operational inefficiencies and manual intervention.
Call Centre Management:
Supervise call centre agents and Quality Assurance staff to ensure service excellence.
Maintain optimal staffing schedules and operational coverage.
Implement quality monitoring, performance reviews, and coaching sessions.
Identify operational bottlenecks and lead initiatives to improve workflow, reduce call handling time, and enhance the customer journey. Drive automation and digital tool adoption where applicable.
Develop onboarding and continuous training programs for new and existing staff.
Foster a culture of learning, adaptability, and service excellence.
Handle escalated customer issues and ensure swift resolution.
Analyse call centre metrics (e.g., resolution time, satisfaction scores) to drive improvement.
Ensure all operations comply with internal policies and external regulations (e.g. data protection, consumer rights).
Implement quality assurance programs and maintain standard operating procedures (SOPs).
Reporting & Analytics:
Monitor KPIs for enrolment, collections, and service metrics.
Deliver weekly and monthly reports on performance, cash flow, and operational health.
Track agent performance and productivity on an hourly and daily basis.
Use data to forecast scholar numbers and support financial planning.
Present business cases for resource needs or system enhancements.
Team Leadership & Development:
Manage and motivate both enrolment and collections teams.
Conduct performance evaluations and identify professional development opportunities.
Align team goals with organisational strategy and growth targets
Foster a culture of accountability, excellence, and continuous improvement.
Requirements
Qualifications and Criteria:
The ideal candidate will possess the following qualifications and criteria:
Bachelor’s degree in Business Administration, Finance, Education Management or equivalent.
Certification in project management, leadership, or financial operations is advantageous.
5+ years in operations, sales, credit control, or revenue management (preferably in education or services sector).
Minimum 3 years call centre management experience.
Proven success in enrolment/sales pipelines, improving collections performance and meeting and exceeding targets
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