* Responsible for business development, strategy and delivery* Provide leadership and direction to the Marketing and Admissions officers* Devise and implement print and digital promotion plans-brochures, flyers and campaigns* Continuously build and maintain strong business relation with international education agents and other stake holders like StudyAdelaide and ACPET* Prepare and present monthly/quarterly/yearly sales, revenue and admissions report to the board of Directors* Formulating budget and strategies to oversee financial/revenue management* Ownership of Marketing and Admissions collateral and maintaining their currency* Assess GTE, create offer letter, OSHC and eCoE* Participating and actioning in the internal business audits * Build and maintain relationship with new and current students to generate referrals* Liaison with OSHC (Health cover) and AHN (Homestay) as per students’ requirements* Provide new hire orientation to incoming students

* Assess market conditions, identify current and prospective revenue opportunities, develop and implement sales and profitability plans* Direct all operational aspects of the center to include distribution operations, customer service, human resources and administration* Provide orientation, training, coaching, development, motivation and evaluation to bring out the best in each distribution team member consisting of admission & marketing executives and counselors* Assist management in developing branch and organizational objectives, and formulating policies and budget, including over seeing branch financial management* Address customer (parents/students) and employee satisfaction issues promptly* Manage the branch honestly, follow high ethical standards, and comply with all state government rules and regulations* Ensure the safekeeping of company assets, including structures, equipment, inventory and cash* Participate actively in community, business and industry organizations to build a network of contacts that improve the presence and reputation of the branch and company in the local area

*Responsible for the entire customer experience cycle from sale, service and after sale service*Design monthly and quarterly budget and manpower plans for expense and revenue forecast*Lead the development and implementation of Marketing plans via print, electronic & digital media*Provide accurate and timely feedback to the Directors regarding performance and profitability*Managing Operations and Quality of call center, leading a team of tele-callers*Interfacing with clients, vendors and other strategic partners for business*Handling customer complaints & problems & giving proper solutions to the customer and making plans & strategies to improve customer service.*Managing team of customer services department & providing them comfortable environment to achieve their key areas & company goals with best resolution to the customers.*Taking initiatives to motivate team members with Rewards & Recognition.*Communicating courteously with customers by telephone, email, and letter and in person.*Become involved in customer escalation as per the Escalation Procedure or as required to ensure timely resolution.

*Efficiently handling operational activities with optimum use of company resources.*Lead in development of business plans ensuring the current and perspective requirements for production of a certain quality and quantity*Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction, service delivery, efficiency, profitability & revenue generation.*Managing service operations for rendering and achieving quality services; providing customer support by resolving their issues & ensuring minimum TAT-directly effecting the client SLAs *Implementing performance management process including objective setting, development planning and monthly/ quarterly / annual performance reviews.  *To ensure that service meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction.*Ensures that all customer complaints and feedback is dealt within the established parameters.*Educating team members with new processes & upgraded technology on regular basis.*Evaluating processes of the organisation service & implementing the same to achieve customer satisfaction

*Employee engagement activities including providing training & mentoring for first time managers and coaches and improved internal communication*Developing, coordinating & executing HR strategies in alignment with the business.*Induct new joins into the business through a structured Induction process*Tracking performance appraisal process & rollout for the entire business unit

*Plan & Implement strategies for operational growth & maximization of revenue while leading a team of over 120 associates and TLs*Timely delivery of process SLAs in co-ordination with Team Leads*Assist in deploying retention techniques across teams*Ensure company and client policies & procedures are followed at all times, identify repeat offenders and take corrective actions.

*Handling inbound calls to ensure One Contact Resolution (OCR).*Floor walking for OJT teams, including handling escalations and callbacks.*Conducting training sessions for new hires & mentoring them during OJT.

*Head hunting