\xe2\x80\x8bContract type: Full Time \xe2\x80\x93 Permanent

Location: Dubai

This role is accountable for providing subject matter expertise and support to the Global Admissions Operations, with a focus on identifying market requirements, competition trends, resolution of complex cases and managing agent engagement.

ABOUT THE ROLE

Key Responsibilities

Admissions Processing

• Act as the first point of contact for the Global Admissions Operations on all matters related to the designated region.
• Provide expert advice to the Global Admissions Operations on academic credentials or complex cases within the specified region
• Collate information from specified source markets about any developments which may impact the way in which Admissions processes are delivered. Examples may include changes in education systems which might impact transcripts etc, exam timings to anticipate peak periods etc.
• Provides inputs to the training of teams in the Global Admissions Operations to ensure continuous improvement in processing productivity and quality.
• Provide information to the Global Customer Services team as required to enable the prompt resolution of customer complaints or escalations.
• Work with Admissions (Customer Service, Training) to turn Admissions pain points into Agent training opportunities
• Link between Admissions and Sales team; improve quality of applications; help identify the gaps between sales and admissions and proactively work to bridge the gap
• Track and manage the region data and provide early flags on delays/pending tasks etc

Sales Engagement

• Act as the single point of contact for sharing information about changes to the admission/application processes with Regional Sales teams.
• Collate requests for changes to the Admissions processes from the Regional Sales and review these with the Global Admissions Operations to agree on the feasibility and timing of any changes to be made.
• Provide training and guidance to Regional Sales teams on any changes to admissions processes, destination market regulatory requirements, and continually reinforce best practices.
• Work with Sales to agree on Priority Agents/Centers
• Be the bridge for Admissions & Sales interaction - Link between Admissions and Sales team; improve quality of applications; help identify the gaps between sales and admissions and proactively work to bridge the gap

Agent Enablement

• In conjunction with the Regional Sales team, grow and retain relationships with source market agents in the designated region.
• Ensure that agents within the relevant source markets have the relevant information and knowledge pertaining to Study Group\xe2\x80\x99s admissions processes, and destination market regulator and compliance requirements.
• Undertake regular operational reviews with key agents to identify and suggest process changes, and to identify/share examples of agent best practice.
• Representing Global Admissions in agent meetings and events as required.
• Support the onboarding of new agents and the design/delivery of regular training updates on an ongoing basis.
• Promote the use and benefits of Study Group\xe2\x80\x99s Agent Self-Service portal.
• Provide agent insights to the Global Admissions Operations and Partner Marketing to enable the continuous improvement of admissions processes.
• Act as a point of escalation for Agents on all matters pertaining to admissions, ensuring that agent satisfaction is maintained and always improved.
• Focused Agent Training for faster and quality turnaround of applications
• Manage agents with cultural sensitivity
• Work closely with RDs to support the region as POC for issue/resolution for identified top agents
• Relationship management with periodic meetings with Top 25 agents in the region

ABOUT YOU

Qualifications: Degree preferred.

Proficient in Arabic Language.

Knowledge & Experience Required:

• Experience of working within an International Admissions environment is preferred.
• Deep knowledge of the regulatory and educational systems for designated region.
• Proven track record in relationship management.
• Experience of working in a complex multi-dimensional matrixed organizational structure to deliver strong business outcomes
• Demonstrable track-record of delivering results in a high-paced and pressurized environment

Personal Attributes:

• A strong collaborator who develops effective relationships across all parts of Study Group and with key external stakeholders.
• Highly organised and self-motivated; able to prioritise work and work to tight deadlines.
• Excellent written and oral communicator, able to clearly convey complex requirements in an easy-to-understand way.
• A confident communicator who can stand their ground in challenging situations, influences effectively and seeks to achieve win/win outcomes for all parties and maintain positive working relationships.
• Takes an end to end view on operational processes, and demonstrates awareness of critical inter-dependencies and opportunities to drive process improvements for the benefit of both Study Group and its agents.
• Demonstrates effective and timely decision making and judgement. Has an eye for detail and takes steps to ensure quality assurance.
• A strong customer-service orientation.

Competencies:

• Being accountable
• Collaborating together to succeed
• Embracing Study Group\xe2\x80\x99s vision and mission
• Valuing a learning mindset
• Planning and delivering
• Achieving high quality outcomes
• Striving for operational excellence
• Embracing change
• Persuading and influencing
• Growing the business

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we are able to provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants, the following checks will be conducted- Criminal Background Check (country-specific), x2 References, ID and Right to Work checks as well as Education Verification.

We are proud to be an equal-opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our .

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Study Group