role statement – assistant office manager, student ... - IDP Education

ROLE STATEMENT – ASSISTANT OFFICE MANAGER, STUDENT SERVICES
Position Title:
Services
Assistant Manager, Sydney Student
Unit / Branch / Group: Network Sales Position Number:
Reports to: Country Director, Student Services Australia Roles Reporting To This One:10 Date: Mar 2008 Location: Sydney
Primary Objective:
Business Acumen
Clients
The role of Student Services Offices is to provide support, placement and associated services to IDP students and other international students already in Australia. The
office in Sydney will provide services to students based in NSW and will work collaboratively with other in-Australia offices to promote the IDP brand in Australia.
The Assistant Manager, Student Service is responsible for assisting the Manager/CountryDirector with the day to day operations of the office to ensure on-going effective
office operations and excellent customer service to students. It is expected that the Assistant Manager is also involved in counselling with students when necessary.
Key Accountabilities
Critical Success Factors Major Activities Performance Measures
Input into annual business plan
Implement local advertising & promotions campaigns.
Providing information and advice to prospective students
Manage counselling staff performance
Liaison with clients to promote IDP profile and student
services in Sydney & gain insight on institution activities.
Ensure a manageable client-staff meetings/briefings
schedule
Band 4
Ensure local marketing plan covers major markets
adequately
Ensure promotions in appropriate media
Number of students accessing service
Number students finalising placement
Increased enquiry to conversion rate
Quarterly report back to Director on any trends
Good relationship with institution representatives
Visit to office by institution representatives
Review client visits schedule monthly.
Client Feedback -Ensure client satisfaction
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Technical & Professional Knowledge Expert knowledge of CRM
Directing and Developing People
Good knowledge of client products
Effective counselling skills
Coordinate staff training
Ensure counselling knowledge of staff is up to date
Knowledge of IDPs products and services
Ensure standardised operating procedures & workflows
Ensure staff aware of agencies/organisations to refer
students for various services or support.
Share office goals for year.
Feedback from Sydney staff regarding staff issues, daily
work, students trends etc & sharing of information
Feedback to Director on issues arising from above.
Appropriate delegation of tasks to staff
Organisation and Planning Work with staff (including other in-Australia offices) and
suppliers in the organization of major promotional events
such as Interview Programs, In-house interview sessions
and exhibitions.
Ensure staff competent in use of CRM & data in timely
fashion
Ensure competent and knowledgeable staff
Ensure excellent customer service and follow up
Ensure uptake of training by staff
Ensure staff fully aware of on-shore products and
serviced
Maintain procedures manual
Staff aware of individual and office goals
Ensure good work environment
All tasks delegated undertaken promptly and satisfactorily
Staff supported adequately and able to balance daily work
Work within budget
Ensure support & participation from institution for events.
Attract qualified students to events.
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Challenges:
Collaborating with other student services staff in Australia and in the network
Multi-tasking in a large office. All staff (except Admin staff) will need to be able to counsel
students seeking assistance.
Freedom to Act:
The position makes independent decisions such as:
- matters regarding administration, counselling, local marketing.
The position works in consultation with others before making decisions such as:
– Matters regarding new promotional opportunities & staffing levels
The position provides recommendations regarding decisions such as:
– New product & market development opportunities
The position is guided in its decision making by:
– DIMIA, DFAT, ESOS Act, Privacy Act, and other Acts as set by Federal, State and Local
Government
– Policy documents and Delegation of Authorities as set by Management and Company
Secretary
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Key Communications / Interactions:
Daily communication with counselors & other staff in Sydney Student Services
Weekly/Fortnightly with Country Director and other SSA Managers
Regular communications as required with targeted clients/suppliers attending specific
exhibitions and events
Essential Criteria:.
• Minimum 3 years experience in Australian international education as an education
counsellor /student advisor/recruiter
• Demonstrated Achievement orientation
• Demonstrated Customer Service Orientation
• Demonstrated Ability to work as part of a team
• Good organisation skills
• Good problem solving and negotiation skills
• Good knowledge of the NSW international education market
• Demonstrated ability to communicate effectively and build relationships in a crosscultural
environment.
• Speak a language other than English eg. Hindi, Mandarin
Desirable
Australian Tertiary education qualifications
Good Computer skills including database management, word processing, excel and
PowerPoint.
Position Dimensions:
N/A
Total Staff Supervised: 10
Verification
We certify that the content of this position description is accurate:
Position Holder: / /
Manager / Supervisor / /
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