Location
Secunderabad | India
Job description
Primary Objective
- To provide professional and quality counselling service that exceeds customer and client expectations
- To achieve student invoice target by intake and assigned destination
- Support execution of the destination wise activity calendars to deliver pipeline leads and conversion targets by intake.
- Build strong client support through 100% compliance of application processes.
- Be a productive and effective member of office team and support OM through exhibiting a collaborative operating style thereby building team spirit
- Effectively implement global priority projects at country/office (Ex: OSCAR/OSCAR Applied etc.)
Key KPI's-
- Achieve targets for Leads, Applications, and Finalizations – by intake.
- Australia/MD client satisfaction ratings at office level
- Be certified as a counsellor for assigned destinations ( pass test every year)
- 100% QC pass of Applications through Oscar Applied
- 100% OSCAR adoption
Business Acumen
- Knowledge on Destination Education System
- Ensure delivery of high level of service to students and Destination client institutions
- Pipeline and Invoice numbers vs budget
Student Services
- Provide authentic, un-biased and updated information on Destination institutions and courses and IDP services
- Ensure that students are aware of IDPs roles and responsibilities and limitations with respect to securing admissions and student visa approval
- Advise students to enrol for IELTS through IDP and provide information on IELTS score requirements for relevant institution and course
- Counsel student walk-ins in reasonable time frame; prioritize students with appointments
- Track and respond to all email queries in 24 hours
- Email and courier all relevant information, documents and brochures to students who did not reside in branch office city within 24 hours
- Ensure that each lead and contact on OSCAR receives appropriate follow up
- Attain institution offer letter for student effectively in the shortest period of time (office interview program, road-show, scan application, courier application)
- Ensure that all institution applications are processed efficiently with the appropriate documentation and certification followed by prompt follow up processes
- Ensure that students are informed about the institution application status and the offer / reject letter is forwarded promptly
- Ensure that students attend visa seminars and assessment on time
- Ensure that students and parents receive detailed counselling on the process and documentation needed to apply for Destination student visa as per the updated guidelines provided of Destination High Commission / Embassy.
- Ensure that students prepare visa documents in a correct manner and timely as per their level of study and intake start date.
- Ensure that relevant number of students are identified for fee payments in keeping with branch office invoice targets
- Ensure that fee payments are made in accordance with institution fee payment policy and that students are aware of institutions refund policy
- Ensure that invoices are triggered on OSCAR as soon as Confirmation of Acceptance for studies is received
- Ensure that no invoices are withheld for the following months targets
- Assist students on shore services such as accommodation and airport reception bookings
- Ensure that students receive information on orientation program and all other support services provided by Destination client institutions
- Maintain and actively use OSCAR to deliver prompt and professional service to students and clients
- Maintain high degree of confidentiality of student information. Contact details especially must not be forwarded without prior consent
- Pipeline and Invoice numbers vs budget
- Increase in student loyalty and referrals
- Excellent conversion rate at all stages of counselling process (as defined)
- Accurate invoices in OSCAR
- Minimal complaints from students, Destination client institutions and stakeholders
- Business conducted professionally, ethically and with integrity
Destination Client services
- Develop sound professional rapport with Destination client institution representatives
- Ensure that the team has an appropriate list of students for clients to meet at in-house interview programs
- Ensure appropriate conversions from applicants to invoices for institutions
- Keep updated information on status for each student who has applied to the client institution
- Successful conversions
- Increased investment from client institutions for counsellor training programs
- Positive Destination client institution feedback
Marketing
- Document IDP student testimonials for in-house publications
- Maintain process of informing students of in-house events (Interview programs, visa seminars, pre departure briefings and the like)
- Innovate ways to improve reach and promote IDP services and IDP events
- IDP and Destination education profiled appropriately to target audience
- Consistent and positive IDP brand
Events
- Conduct Visa seminars
- Conduct Pre Departure seminars to ensure that students are prepared for the Destination student experience
- Conduct seminars at local institutions and / or events organized by other private and governments associations that will serve as an appropriate platform to brand Destination education
- Students adequately prepared
- Consistent IDP and Destination brand image
Quality Assurance
- Develop file on entry requirements, fee lists and contacts at Destination client institutions and ensure that the same is regularly updated
- Knowledge management; ensure that newsletters, updates changes at institutions and are circulated to all staff and appropriately archived for future reference
- Liaise with institutions for unprecedented delays in offer letters, CAS and ATAS Certificates
- Liaise with banks and other financial institutions for any clarification on documents submitted for visa purpose
- Student receive accurate information
- Staff are up-to-date and knowledgeable
- OSCAR used as effective business enhancement tool
- Efficient follow up process in place at every stage
- Reduced complaints from students and clients
Essential Requirements
- Bachelor (or above) qualification
- Strong knowledge of destination and local education systems
- 2-3 year counselling experience preferably in the education industry
- Ability to multitask under pressure and meet deadlines
- Visible orientation towards having high quality service as integral part of work ethics
- Computer skills including, Word, Excel
- Fluent in English - written and verbal
▪ Strong problem resolution skills
▪ Experience in working with CRM systems will be desirable
▪ Good communication skills - written and verbal (English) skills
Job tags
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