Central Application Processing Team Leader

Location:

Ho Chi Minh City, Ho Chi Minh City, VN

Company: IDP Education Vietnam Co. Ltd

Requisition ID: 4394

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The position will be responsible for supervising, guide and coach CAP team members. Ensuring that the staff are aligned and engaged in application process submission work so that business can run smoothly. Quality is of paramount importance and how we measure success, so this role will monitor application processing data accuracy ensuring application submission work is done correctly by the CAP team.

Key accountabilities

Ensure CAP – Operations team meets the SLAs (Service Level Agreement) around documentation for application, correct and timely submission of application as per defined TAT (Turn Around Time), follow up with counselling teams for pending documents.
Lead, monitor, supervise Process Officer/Specialist to contribute to smooth functioning of CAP function.
Handle destination related queries of the team.
Should have strong destination and application submission knowledge
Escalate concerns to line manager in case of SLA breach.
Help with training & development of Process Officer/Specialist.
Handling assigned complaints from operations team
Reporting on SLA metrics and take corrective actions, where required
Contribute to business goals through building a successful team.
Creating an environment that supports teamwork, collaboration and a culture of engagement recognising the repetitive nature of the work.

Required experience

Bachelor's degree or equivalent qualification.
At least 5 years of experience in the study abroad counselling industry, with hands-on experience in CAP/Application Processing. Previous team leadership experience is preferred.
Strong knowledge of destination markets, application processing, and admission requirements, with the ability to ensure accurate and timely application submissions.
Good understanding of SLA and turnaround time (TAT) management, with strong analytical skills and proficiency in Microsoft Excel for reporting and performance tracking.
Strong communication, stakeholder management, and people leadership skills, with the ability to coach team members, manage escalations, and collaborate effectively across functions.