Responsibilities:<\/p>\n
Enrolment Sales Operations:<\/p>\n
\tLead the enrolment team to deliver a seamless journey from enquiry to onboarding.
\n\tMonitor conversion rates and implement strategies to meet enrolment targets.
\n\tEnsure all parent interactions reflect SPARK\u2019s brand values and service standards.
\n\tDevelop and maintain SOPs, scripts, and training resources.
\n\tEnsure effective use of CRM systems and data accuracy.
\n\tCollaborate with marketing on campaigns, lead management, and cycle alignment.<\/p>\n
Fee Collections & Revenue Management:<\/p>\n
\tOversee fee collections including invoicing, payment tracking, and overdue follow-ups.
\n\tMonitor aged debt, reduce bad debt, and escalate high-risk accounts.
\n\tImplement payment plan structures and ensure accurate account reconciliation.
\n\tEnsure compliance with relevant financial and data protection regulations.
\n\tLiaise with Finance to ensure accuracy in revenue reporting and forecasting.
\n\tDirectly responsible for the receipt of payments, account allocations, customer invoicing and collections.
\n\tEstablishing and maintaining customer service standards by ensuring accuracy in and timeously invoicing.
\n\tEnsures timely fee collection through proactive engagement, structured reminders, and effective dispute resolution.
\n\tIdentify and manage risk around late or non-payments; escalate high risk accounts when necessary.<\/p>\n
Process & Systems Optimisation:<\/p>\n
\tAudit and streamline workflows across enrolment and collections functions.
\n\tDrive digital adoption and automation (e.g., CRM, billing tools, reporting dashboards).
\n\tEnsure accurate data integration between admissions and finance platforms.
\n\tReduce operational inefficiencies and manual intervention.<\/p>\n
Call Centre Management:<\/p>\n
\tSupervise call centre agents and Quality Assurance staff to ensure service excellence.
\n\tMaintain optimal staffing schedules and operational coverage.
\n\tImplement quality monitoring, performance reviews, and coaching sessions.
\n\tIdentify 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.
\n\tDevelop onboarding and continuous training programs for new and existing staff.
\n\tFoster a culture of learning, adaptability, and service excellence.
\n\tHandle escalated customer issues and ensure swift resolution.
\n\tAnalyse call centre metrics (e.g., resolution time, satisfaction scores) to drive improvement.
\n\tEnsure all operations comply with internal policies and external regulations (e.g. data protection, consumer rights).
\n\tImplement quality assurance programs and maintain standard operating procedures (SOPs).<\/p>\n
Reporting & Analytics:<\/p>\n
\tMonitor KPIs for enrolment, collections, and service metrics.
\n\tDeliver weekly and monthly reports on performance, cash flow, and operational health.
\n\tTrack agent performance and productivity on an hourly and daily basis.
\n\tUse data to forecast scholar numbers and support financial planning.
\n\tPresent business cases for resource needs or system enhancements.<\/p>\n
Team Leadership & Development:<\/p>\n
\tManage and motivate both enrolment and collections teams.
\n\tConduct performance evaluations and identify professional development opportunities.
\n\tAlign team goals with organisational strategy and growth targets
\n\tFoster a culture of accountability, excellence, and continuous improvement.<\/p>\n
Requirements<\/p>\n
Qualifications and Criteria:<\/p>\n
The ideal candidate will possess the following qualifications and criteria:<\/p>\n
\tBachelor\u2019s degree in Business Administration, Finance, Education Management or equivalent.
\n\tCertification in project management, leadership, or financial operations is advantageous.
\n\t5+ years in operations, sales, credit control, or revenue management (preferably in education or services sector).
\n\tMinimum 3 years call centre management experience.
\n\tProven success in enrolment\/sales pipelines, improving collections performance and meeting and exceeding targets<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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