Service Manager

Customer Service
- Ensure excellent parent & student experience (including progress updates,
foreseeing parent concerns, problem solving issues, handling complaints)
- Responsible for student progress at campus
- Ensure service staff in the campus carry out parents touchpoints to a high
standard and in a timely manner
- Raise concerns to relevant management of other departments
- Plan and delivery of events (in coordination with other Departments)
- Develop & maintain Academic/Campus community
- Accountable for onboarding new student and parents
Systems and Campus Operation Management
- Maintain scheduling efficiency with Operation team
- Responsible for operational sheets and management reporting within campus
- Ensure systems data compliance within campus
- Training of operational sheets to new members
- Oversight of staff training
- Inter- department communication comply to company policies, systems & SoP, maintain and resolve issues
- Coordinate with campus Academic representative and Operation team to
ensure teacher availability for Catch- up and Ongoing Classes, e.g Summer Programs and campus events
- Ensure campus’ looks and feels to meet standard expectations and manage
- Accountable for classroom and campus facilities, including campus supplies
- Ensure campus’ smooth operation on a daily basis
- Inventorization of academic materials and other campus’ operational items
maintenance request, if needed
- Manage campus’ petty cash to serve for monthly operational needs
Recruitment, Training and Development
- Conduct quarterly performance review for service staff in the campus and have specific development plan for each team member
- Induct new service staff
- Conduct upskilling training for all service member in the campus
- Perform other recruitment duties as assigned by Line Manager
Internal Revenue
- Accountable for campus internal revenue results.
- Ensure renewal and referral performance are consistent among all service staff on a monthly basis.
- Work with the Admissions Manager to define strategies to achieve targets.

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