Bacolod Hub Services

Primary Purpose of the Role

Oversee and manage hub operations and the entire admissions process for families, ensuring a seamless and exceptional family experience.

Key Responsibilities

1. Hub Operations Management:
   
   a. Report to the Service Excellence Director regarding Hub operations.
   
   b. Coordinate and collaborate with various stakeholders related to the Hub.
   
   c. Supervise onsite work of the Services Officer and Maintenance Personnel at the Hub.
   
   d. Assist customers with inquiries about HG services and manage the inquiry and admissions process as needed.
   
   e. Implement and enforce compliance with standard operating procedures and governance structures for monitoring and control.
   
   f. Manage the operational petty cash for the Hub.
   
   g. Oversee service requests, assets, and supplies for the Hub.
   
   h. Assist the Facilities Team with Hub-related procurement and permit processing.
   
   i. Ensure that all payments related to the Hub are requested and settled promptly per SOP
   
   j. Organize and drive HG enrichment activities such as classes, workshops, and other related programs.
   
   k. Coordinate closely with stakeholders in the Regional Office to address and resolve operational issues.

2. Enrollment and CRM Management
   
   a. Review enrollment applications based on the organization's standard admissions policies.
   
   b. Assist enrolling families with concerns related to the enrollment process, requirements, and fees.
   
   c. Address and resolve billing concerns for enrolling families and follow through until enrollment is completed.
   
   d. Coordinate with relevant teams and departments (Learn, Records, hubs, etc.) to ensure the completion of enrollment.
   
   e. Follow up on pending requirements for enrolled students.
   
   f. Update academic details and other relevant information in the CRM system.

3. Family Experience
   
   a. Ensure excellent customer service levels are achieved and sustained.
   
   b. Monitor customer satisfaction data to ensure compliance with the organization's quality standards.
   
   c. Recommend solutions to resolve customer concerns.
   
   d. Escalate complaints following the established escalation process when necessary.

Qualifications and Requirements

Educational Background

• Bachelor's degree in Business Administration, Management, Operations, or a related field.
  
  Additional certifications or training in project management, operations, or related areas (preferred).

Experience

- Experience in coordinating and managing operations, ideally within a decentralized or multi-site environment.

- Experience in implementing and monitoring standard operating procedures (SOPs)

- Strong background in collaborating with cross-functional teams and stakeholders to drive operational efficiency.

Technical Skills

- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace.

- Knowledge of data analytics or business intelligence tools to monitor and report hub performance (preferred).

Soft Skills

- Strong communication skills, both written and verbal, with the ability to present information clearly and effectively to various stakeholders.

- Excellent problem-solving skills and a keen attention to detail.

- Ability to manage multiple priorities and tasks effectively in a fast-paced environment.

- Demonstrated leadership abilities with experience in coordinating teams or overseeing operations across multiple locations.

Additional Requirements

- Ability to adapt to changing priorities and work in a dynamic environment.

- Strong interpersonal skills and the ability to build relationships with stakeholders at all levels.

- A commitment to continuous improvement and operational excellence.

- Willingness to travel between hub locations if necessary.