Team Lead - University Services

Job Summary

Job Title: Team Leader (Future Students)

Function: Student Services

Reporting To: Future Students Team Manager

Work Location: Hyderabad

Job Purpose

The Team Leader role is responsible for organising and overseeing the day-to-day workloads for their respective Officers/Coordinators in collaboration with others in the Management Team ensuring a fast and efficient applicant service, promoting customer service excellence to support the University s ambition of becoming the University of choice to the professions.

The post holder will be part of the Management Team acting as a first point of escalation for Officers/Coordinators on all admissions related matters.

The Team Leader will be expected to have a broad overview and understanding of the applicant journey and will be expected to build specific expertise as required to support the Department.

Responsibilities

Team Management

• Act as a central source of knowledge for admissions delivery by motivating, coaching and developing staff ensuring they are empowered and enabled to deliver customer service excellence.
• Co-ordinate the day-to-day workload of the Team including staff development, performance management and managing the workload by taking proactive approaches to meet SLAs, ensuring an effective and high-quality admissions service is delivered.
• Lead by example, demonstrating best practice for all to follow; to develop good relationships with all stakeholders and promote and support a positive and energetic working environment.
• Ensure a thorough knowledge of all products offered and that this knowledge is transferred to the Officers/Coordinators as required via delivery of relevant training and support.
• Champion process efficiency within the customer facing functions and act as a key custodian of the customer experience.
• Provide regular pipeline updates on service level agreements, targets and key performance indicators to the Senior Management Team as required.
• Implementing and maintaining a robust quality auditing process that ensures accuracy and consistency of completed work and identifying themes within the audit that can be addressed to achieve departmental KPIs.
• Deputise for the members of the Management Team where necessary.

Admissions

• Proactive application management of a range of products as determined by the Senior Management Team, in terms of meeting SLA standards of application review and response.
• Ensure accuracy and consistency within offer making by auditing decisions and offers processed for relevant courses.
• Ensure all queries from prospective students/applicants are dealt with in accordance with SLAs and Quality Standards, through monitoring and developing of reports.
• Manage escalated applications for consideration and proactively ensure outcomes are determined and communicated to students within agreed timeframes, in accordance with Admissions related Policies.
• Undergo intensive periods of training each academic year to facilitate knowledge transfer and to help develop the teams knowledge base
• Assist with additional admissions related tasks as directed by the Senior Management Team, delegating and assigning tasks to Coordinators/Officers where appropriate.
• Support Admissions Operations with User Acceptance Testing and developing IT related project briefs as directed by the Senior Management Team
• Provide admissions support at events being conducted for admissions-related activity.

Market Expertise / Customer Focus

• Work collaboratively across all operational areas of the institution to ensure recruitment is maximised.
• Liaise with partners, agents and firms where necessary, ensuring a seamless, proactive service to all stakeholders.
• Develop and maintain excellent working relationships with all conversion partners including Marketing, Recruitment, Conversion, USC, Student Records and Journey Teams.
• Contribute to the continuous review of admissions processes, with the aim of optimising the flow of work around supporting the customer, looking at both systems based and procedural improvements to increase efficiency.
• Deal with feedback from unsuccessful applicants and any informal complaints regarding Admissions escalating to the Senior Management Team where appropriate.
• Represent Admissions in operational forums across the University as appropriate.

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Future Student Team Manager and other members of Admissions Management Team from time to time.

Qualifications

Desired Profile

Qualification

• Native level of English language proficiency
• Equivalent of GCSE Maths at Grade C
• A levels or equivalent
• Graduate level or equivalent

Skills Knowledge

• Adept at producing reports and dashboards to monitor performance

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.