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Be responsible for formulating national customer care strategies, standard operation procedures (SOP) for customer-facing team;
Drive service process innovation to improve service operational efficiency in order to improve student Conversion, Retention and Referral.
Audit centre service quality and operations processes, ensuring both are in compliance with the national standards
Identify and evaluate regional service operations practices on-going service training for service staff; product Train-The-Trainer training for non-academic staff; develop national best practice and be responsible for its deployment
Lead regional Customer Experience team to ensure they provide consistent on-job training to center staff for existing center
Work with Regional RED on employee engagement initiatives and talent management program to drive service operations staff satisfaction, career development and succession