The manager is responsible for overseeing all admissions (admissions and quality check) processes and, identifying, recommending and contributing to the development of the super centre.

• Help the senior leaders to identify, recommend and contribute to the development of improvements to admissions policies, processes and systems in the processing centre.
• Help develop KPIs for the team around processes, quality, and stakeholder satisfaction and lead the daily operations of admissions ensuring alignment to KPI’s and strategic plan and within agreed service levels.
• Setting daily/weekly and monthly KPI/TAT and communicating these to the team; ensuring regular reviews are undertaken to assess performance, and productivity of the team. Act as subject matter expert and provide continuous coaching, mentorship, support and engagement to the team.
• Manage complex problematic cases and proactively follow up with key stakeholders to achieve efficient and accurate resolution for recruiters to exceed their expectations. Also collaborate with cross-functional teams and execute processes, when required.
• Implementing customer support processes/documentation to enhance the post admission processes.
• Maintaining a deep understanding of platform updates, new offerings and admissions process and being able to articulate those to customers. Provide training to the team so they maintain a deep working knowledge of Adventus University portfolio and relevant industry knowledge.
• Make sure that the team is providing excellent customer service to all internal and all external clients with a focus on professional, accurate and timely responses. Also proactively collaborate with key internal stakeholders to manage any feedback or issues/incidents.
• Accurately maintain databases; organize and maintain files and records, electronic and physical. Produce and develop reports as required to produce data-driven actions with regards to particular universities, recruiters or geographic regions. Supporting the senior management teams with management reports and special projects.

• Work experience within an education industry / shared services environment.
• Experience of using computerised systems/databases to achieve work goals and tasks.
• A strong collaborator who works well with other teams in Admissions and the wider business. Openly shares information with others on a regular basis.
• Excellent communication skills, both written and oral.
• Demonstrates a growth and continuous improvement-mindset – open to feedback and acquiring knowledge.
• Highly organised; able to prioritise and work to tight deadlines.
• Resilient, self-motivated and able to work independently on a day-to-day basis.