Student support manager

Full-time

Remuneration:
negotiable Market related

Location:
Johannesburg, Melville

Education level:
Degree

Job level:
Mid

Job policy:
Employment Equity position

Type:
Permanent

Reference:
#SSMan_271120

Company:
Milpark Education

Job description
The company

Milpark Education is a registered Private Higher Education Institution offering business management education that focuses on the areas of management and leadership, financial planning and insurance, and banking across South Africa and in other parts of Africa.

Milpark offers full-time, part-time and distance learning Higher Education (HE) and Further Education and Training (FET) qualifications, as well as career-focused short courses. The higher education qualifications offered start at NQF level 5, extend into levels 6 and 7, and culminate in the Master of Business Administration (MBA) at NQF level 8. Our financial planning qualifications cover the spectrum from NQF level 4 through to NQF level 8.

Milpark Education has been rated as the Number One Private Provider of the MBA degree and was placed fifth in the overall rankings of accredited Educations in the 2012 PMR.africa national survey on accredited Educations offering MBA/MBL degrees in South Africa.

Milpark’s values

The Milpark culture is based on five core values:

We focus on providing quality education to our students
We focus on our excellent customer service
We work together with integrity and respect
We take personal accountability and responsibility
We create value for our stakeholders through innovation and operational excellence

The position

The position of Student Services Manager is responsible for the managing of the student support center and ensuring that all student interactions including walk-ins, emails and telephone calls are resolved promptly resulting in an exceptional Milpark experience.
The role of the Student Service Manager is to take responsibility for delivering high standards of service to customers while driving and meeting all sales and service targets.

Responsibilities

People management

SS staff are motivated, skilled and empowered to contribute to the success of Milpark
SS staff are effectively managed in line with LRA, BCEA and EE
SS staff are performance managed by way of performance reviews, counselling and daily management
Resource planning, recruitment and selection, welfare and training are done in accordance with budgets and company policies
Milpark Policies and Procedures are followed at all times
Industrial relations actions take place within the department
Manage day to day sales, administration and support activities

Sales

Work with marketing to co-ordinate sales plans and marketing plans
Drive sales for all Business School qualifications
Meet (and exceed) yearly targets
Continuous sales and support throughout the year
Accurate comprehensive weekly reports compiled for the Dean and/or HOD

Continuous improvement

Strategic initiatives are introduced and managed within SS
Using innovative ideas to ensure that students are always being serviced in a ‘better way’
Ongoing innovation – new ideas, testing status quo within SS and Milpark

Financial management

SS is managed within budgetary constraints
Continual focus on increasing efficiencies and transforming services
All SS resources are optimally utilized
Company assets are protected within SS and by SS staff

Corporate communication

Information pertaining to or coming from SS is shared with other divisions within Milpark to improve the overall performance of Milpark
Communication is open, relevant and prevalent with SS, Milpark and our client base
Colleagues are supported and information is shared between Milpark divisions
Effective relationship and process interface management across Value Elements and future external clients/ students, to ensure an efficient end-to-end
customer experience
Ensure that students/ clients are updated on any deviations, causes and proposed solutions to deviations within SS service levels
Ensure that internal clients are updated on any trends, new developments and innovation in SS
Develop sound relations with clients and promote trust and confidence towards the department

Operational management

Service Level Agreements (SLA’s) are to be entered into between SS and any internal/ external clients that will deliver cost effective services which are
in line with internationally recognised service standards
SLA’s are managed between SS and its clients
SSC will focus on Client Relationship Management resulting in repeat business, return on investment and cost efficiencies for Milpark
Ensure that Milpark’s deployed technologies are operationally, continually evaluated and enhances efficiencies and services within SS
SS departmental service levels/targets are met, adhered to and continually improved on
Student relationships are managed through an effective understanding of the interrelated deliverables required to services and retain them
Specification and deployment of technology and enhancements to advance SS and its services

Self-development

SS manager should be passionate about Milpark and Services
The Milpark set of Values should be prevalent in all conduct
SC manager should be committed to continuous self-improvement
Staying abreast of changes and developments in fields in the market that relate to SS departments

Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements

Education and experience requirements

Minimum of five years of Contact Centre Sales Management experience
At least a bachelor’s degree or equivalent required (preferable a postgraduate degree)
Minimum of five years successful management experience with emphasis on team development working within an educational institution
Demonstrable experience in lead generation and telephone sales programs required
Demonstrable experience in student support
Management of a team of sales advisors, administrators and student services administrators
Quick and accurate resolution of queries regardless of their nature
Alignment to the behaviours as defined by Milpark’s Values (see above)
Computer literacy especially in Microsoft and programmes relating to the Student Services Department
Good telephone etiquette and customer skills
An understanding of our product and programme requirements
Knowledge of the filing systems and computer packages used in assessment
Ability to listen and talk in a good manner
Ability to present sales plans and analysis of sales/support data
Ability to plan

Desired behavioural competencies

Alignment to the behaviours as defined by Milpark’s Values (see above)
Able to work under pressure
Committed Team player
Passionate about education
Persuasive and assertive
Professional and reliable
Quality orientated
Service orientated/customer service focused
Strong Business Ethics and Ethos
Ability to listen and talk in a good manner
Ability to plan
High level of attention to accuracy and quality

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