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Education Director

2 weeks ago

Manila, National Capital Region, Philippines Homeschool Global Learning Inc. Full time
Job Description

The Education Director position at Homeschool Global Learning Inc. is a vital role in overseeing the entire admissions process, ensuring exceptional service to prospective and current families while driving alignment with the organization's mission, vision, and standards.

Key Responsibilities:

  • Manage all stages of the admissions process, from inquiry to enrollment, ensuring high-quality service.

  • Champion and drive proper use, training, and improvement of all related tools, systems, and channels (helpdesk, CRM, VoIP, etc).

  • Ensure the team possesses thorough knowledge of the organization's programs and services.

Growth of New Enrollees and Retention

  • Develop and execute strategies to meet or exceed enrollment targets.

  • Analyze enrollment trends and metrics to make data-driven decisions.

  • Contribute to the development of programs or services that attract new families.

  • Support initiatives that enhance student retention.

Quality Assurance and Compliance

  • Monitor compliance with SLAs, SOPs, and relevant policies while driving the effective use of tools and systems.

  • Assist operations on feedback monitoring as well as tracking, documenting, and reporting quality levels.

Workflow Optimization

  • Identify and implement enhancements in customer touchpoints that improve efficiency and customer satisfaction.

  • Optimize workflows and introduce innovative strategies to create, review, and update SOPs, policies, and templates as needed.

Cross-Functional Collaboration

  • Partner with the Billing team to ensure that families receive accurate information about program fees, payment options, installment plans, etc., which helps create a positive admissions experience and facilitates smooth enrollment.

  • Work closely with the records team to ensure that student data aligns with accreditation standards for record-keeping and reporting.

  • Collaborate regularly with the records team to stay updated on policy changes, system improvements, or any new documentation requirements that may impact the admissions process.

  • Support Program Managers to establish and refine admissions criteria and processes that meet the academic standards of each program.

  • Collaborate with IT team/developers to ensure that the systems and technologies used in the admissions process function smoothly and conveniently for both internal and external stakeholders.

  • Act as the point person for the hub-based admissions team.

Change Management

  • Effectively disseminate information regarding change initiatives to the team, relevant stakeholders, and parents to ensure shared understanding and support.

  • Provide team members with the necessary knowledge, skills, and tools to successfully adopt the change.

  • Lead and support the team through organizational and process changes.

Escalations and Problem Resolution

  • Address escalations and create actionable steps to resolve concerns in a timely manner.

  • Analyze and investigate service quality issues to ensure closure or resolution in accordance with company guidelines and SOPs.

  • Address challenges or barriers in the admissions pipeline with a proactive and resourceful approach to ensure seamless enrollment.

Qualifications and Requirements:

  • Bachelor's degree in Business Administration, Marketing and Sales, Education, or a related field.

  • At least 5 years of leadership experience in admissions, sales, customer service, or a related field.

  • Proven experience in supervising and leading teams and managing complex administrative tasks.

Technical Skills:

  • Proficient in using office software (Microsoft Office Suite, Google Workspace).

  • Knowledge of customer relationship management (CRM) tools or student information systems (SIS).

  • Reporting and data analysis.