Student Placement - Team Leader/Assistant Manager

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 Student Placement – Team Lead/Assistant Manager is a key leadership role and reports to the Country Director, Cambodia. This role leads operations for 3 Student Placement offices in the country, while driving the development and implementation of destination-based office business plans.

• Achieve the short-term goals in assigned offices for Student Placement & execute the long-term strategy of the company to strengthen its position as leading student placement service provider. This to be achieved by finding the right balance between local needs of customers and global operating model. 
• Strengthen the leadership position and build IDP to be a leading player in Key markets
• To provide strong business leadership, instilling IDP’s vision for the organisation and a performance driven culture with the office-based teams
• Provide mentoring, coaching, ongoing communication thereby driving for high engagement and excellent business results
• With Marketing and destination teams develop and implement destination wise pipeline goals.
• Build strong client support through ongoing engagement and client relations.
• Support the IELTS candidate registrations across offices.
• Contribute to building a world class operating environment by exhibiting a collaborative but decisive operating style.

Key accountabilities

• Achieve targets for Leads, Applications, Student’s Placed – by office, by destination and by intake.
• MD client satisfaction ratings
• Staff Engagement ratings
• Maintain trained and certified counsellor numbers by destination across assigned offices
• Effectively implement global priority projects at country/office
• Be a productive and effective member of country leadership team and supporting CD through exhibiting a collaborative operating style but ensuring that decisions are taken on time

Business and Sales Management

• Drive the development and implementation of office-based business plans which address country needs and are aligned to IDP’s strategic milestones.
• Set and monitor office level KPIs to support the implementation of the zones business plan
• Improve business performance by identifying and maximising opportunities for leverage across offices of knowledge, skills and infrastructure

Financial Management

• Provide inputs and once budget is set monitor Pipeline and Revenue budgets of the zone. With finance team, monitor results and initiate corrective action where required.
• Collaborate with Finance and Supervisor to implement forecasting methodologies and processes to achieve accurate, timely pipeline and revenue forecasts for all offices within the country.

Sales Performance

• Develop and maintain a strong sales and service culture within the business.
• Identify, develop and implement strategies to achieve sales objectives for the offices for student placement. Monitor results and initiate corrective action where required.
• Collaborate with Marketing to develop and implement lead generation programs including events, client office visits, web etc, ensure counselling capacity /capability as per targets and ensure consistent sales, service and client management performance standards and benchmarks which are continuously improved.
• Establish best practice frameworks and mechanisms based on IDP’s core SOP model
• Lead and support Offices to improve Sales productivity through the implementation of global CRM system adoption, pipeline management, conversion benchmarks. Improve sales skills through training.

Service Standards

• Provide inputs and take necessary actions to the ongoing development and maintenance of service and client management performance standards and benchmarks for the offices.

Global Participation

• Drive and guide the offices participation in and execution of global improvement projects where applicable.

People

• Develop a strong Office management, Counselling, Sales team to oversee the creation of a dynamic, inclusive workplace, building the culture while recognising and celebrating innovation success and achievement
• Build a performance driven culture

Key Relationships

• Manage and maintain key relationships with clients, and where necessary with government entities
• Where required, represent IDP Cambodia in forums and events of regional/global significance (ex- AIEC, etc).

Communications

• Speedily determine when an issue needs to be escalated to the Supervisor for resolution.
• Proactively provide timely feedback and advice to the Supervisor on the management of offices and on issues arising from competitor activities, changing business environments, change in student visa policies etc

Required experience

• Bachelor’s or equivalent degree
• Over 7 years of demonstrated skill in managing multiple offices in a customer facing Multinational Company with experience in developing business plans, budgets and skills to monitor, review and report on progress.
• Proven ability to motivate and lead multi office-based team to achieve demonstrable outcomes.
• Practical experience in managing diverse stakeholders (clients & students) – with diverse interests – to their satisfaction, but always keeping to the ultimate goal of the organisation.
• Strong problem resolution skills
• Experience in working with CRM systems will be desirable
• A strong, ethical leader who acts with integrity and in the best interests of the business.
• Respects diversity in employees
• Excellent presentation and communication skills
• Good written and verbal English skills