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.