Acumen (Part of Sannam S4 Group)
Location
New Delhi | India
Job description
Role Summary
The Head of Global Admissions and Compliance is a senior-level position responsible for overseeing and managing all aspects of the admissions process and ensuring compliance with relevant regulations and standards for an international educational institution or organization. This position involves a combination of operational leadership, team management, client relationship management, and continuous improvement efforts to ensure exceptional service delivery. This role requires a strong background in admissions, related compliance requirements, and excellent leadership and communication skills. Job Responsibilities SLA Management § Collaboratively define service level agreements (SLA) quality and performance indicator that align with partner specific goals and objective. § Implement monitoring tools and measures to ensure real-time tracking of service performance against the partner-specific SLAs. § Assess and analyze service metrics to identify trends, potential bottlenecks, and areas for optimization and improvement. § Ensure transparency in communication, providing partners with insights into how service levels align with agreed-upon standards. § Identify areas for improvement and design initiatives that enhance partner satisfaction and loyalty. § Foster a collaborative and proactive relationship with partners to build trust and secure long-term partnerships. § Utilize partner input to drive continuous process improvements, enhancing service quality and responsiveness. Performance Management § Establish performance metrics and benchmarks that align with the desired training § and quality outcomes. § Implement monitoring and assessment mechanisms to track employees' progress during and after training, providing real-time feedback and support. § Define specific performance objectives and goals that align with the partner’s and organisations’s strategic priorities. § Identify the key performance indicators that will be used to measure progress toward achieving the defined objectives. § Establish performance targets or benchmarks for each KPI, specifying what constitutes successful performance. § Create plans for employee development that outline training, mentoring, and skill- building activities to support their performance improvement. § Build and develop a Global admissions and compliance teams ready to deliver future goals and objectives of service delivery to all partners. Client Relationship Management: § Build and maintain strong relationships with key clients, serving as a primary point of contact for operational and service-related matters. § Ensure that service delivery meets or exceeds client expectations and SLAs. § Continuously add value to all partners by bringing in Market intel and insights. § Respond to client needs, proactively communicate, and report on operational activities. Operational Efficiency: § Streamline service delivery processes to improve operational efficiency and reduce costs while maintaining quality. § Implement best practices and standards for service delivery. § Assist in defining and implementing the strategic direction and vision for the Enrolment Solutions to all partners. § Collaborate with the Director of Service Delivery and wider team to develop and execute departmental goals and objectives. Team Leadership and Development: § Supervise and mentor service delivery managers, coordinators, and teams. § Promote a culture of collaboration, accountability, and continuous improvement within the department. Service Excellence: § Oversee service delivery operations to ensure they align with client expectations and service level agreements (SLAs). § Implement quality control measures and best practices to maintain and enhance service quality. Resource Allocation: § Ensure adequate resourcing for all partners considering the daily / weekly / monthly shrinkage § Manage resource allocation, including staffing, budgeting, and technology, to support departmental objectives. Continuous Improvement: § Drive initiatives for continuous improvement within the Service Delivery department to enhance service quality and efficiency. § Proactively identify and address root causes of service issues and bottlenecks. § Implement quality assurance and control measures to ensure service delivery meets established standards. § Develop and oversee compliance with relevant quality certifications and standards. Cross-functional Collaboration and Risk Management: § Work closely with other departments, such as Sales, IT, and Finance, to align service delivery with organizational objectives and priorities. § Identify and mitigate risks associated with service delivery, including disaster recovery and business continuity planning. § Ensure that service delivery operations comply with industry regulations, standards, and legal requirements. Budget & P&L Management: § Work closely with other departments, such as Sales, IT, and Finance, to align service delivery with organizational financial objectives and priorities. § Execute strategies to continuously reduce the operational cost. § Drive Year on Year Revenue Growth. Qualifications: § Bachelor's degree in Business Administration, Management, or a related field Work Experience: § 10+ years of progressive experience in service delivery, including at least 6+ years in a leadership role. § Higher education industry experience is essential, preferably in global admissions operation and service delivery. § Strong leadership, team management, and interpersonal skills. § Excellent problem-solving and decision-making abilities. § Exceptional client relationship management skills. § In-depth knowledge of service delivery best practices and industry trends. § Proficiency in using data and analytics for performance improvement. § Strong organizational and project management skills. § Excellent communication and presentation abilities. Desired/Preferred Skills § Quality – Takes accountability of the absolute high standard of client/partne service delivery. § Ownership – Takes overall accountability of business navigating matrix structures within Acumen and with clients / partners § Develops top talent builds and manage high performing teams. § Data Driven – Develops and utilizes data driven metrics and performance to drive business goals § Tech Savvy – Has experience and exposure in extracting value from relevant systems We thank you for your interest in joining Acumen, Part of Sannam S4 Group.Job tags
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