Operations Manager

Job Description

The Operational Manager will be responsible for overseeing and optimizing the day-to-day operations of our study abroad consultancy. This includes managing the entire student application lifecycle, leading and mentoring the operations team (counselors, visa processing officers, administrative staff), ensuring process efficiency, maintaining high service quality, and contributing to the overall strategic goals of the company. The ideal candidate will have a strong background in the study abroad industry, exceptional leadership skills, and a passion for operational excellence. Key Responsibilities: 1. Operational Strategy & Process Optimization: *. Develop, implement, and refine operational policies, procedures, and best practices for all stages of the student journey (counseling, application, visa processing, pre-departure, post-arrival support). * Continuously identify areas for process improvement to enhance efficiency, reduce turnaround times, and improve student satisfaction. * Ensure seamless coordination between different departments (e.g., counseling, marketing, finance). 2. Team Leadership & Management: * Lead, mentor, train, and manage the operations team, including student counselors, visa processing officers, and administrative staff. * Set clear performance goals, conduct regular performance reviews, and foster a positive and productive work environment. * Ensure the team is updated with the latest information on university admissions, visa regulations, and destination country policies. 3. Service Delivery & Quality Assurance: * Oversee the end-to-end student application process, ensuring accuracy, timeliness, and adherence to university and visa guidelines. * Monitor service quality and implement measures to ensure high levels of student and parent satisfaction. * Handle escalated student queries and grievances effectively and professionally. 4. Resource Management & Reporting: * Manage operational budgets and resources effectively. * Utilize CRM and other operational software efficiently for tracking, reporting, and data analysis. * Prepare regular operational reports for senior management, highlighting key performance indicators (KPIs), challenges, and achievements. 5. Compliance & Vendor Management: * Ensure all operations comply with relevant legal, ethical, and industry standards. * Liaise with partner universities, visa offices, and other external stakeholders as required. * Maintain strong relationships with vendors and service providers. 6. Collaboration & Growth: * Work closely with the marketing and business development teams to align operational capabilities with market demands. * Contribute to strategic planning and initiatives for company growth and expansion. Show more Show less