Operations Leader

Key Responsibilities: 

Education center customer service improvement (100%):

• Partner Relations and Customer Service Improvement (20%):
  • Provide seamless operational and administrative experience for both teachers and students within the partner centers so that teachers can focus on teaching and coaching
  • Oversee center partner contract signing and teacher onboarding processes, facilitating smooth integration into the central operation framework
  • Develop scripts and service flow for customer touchpoints to ensure consistent and high-quality interactions
  • Manage individual teacher reports, monitoring performance and providing timely feedback.
• Operations Management (40%):
  • Led and managed a team of center administrators, providing guidance, and feedback, and fostering a positive work environment
  • Monitor attendance and tuition fee collection status, addressing discrepancies and ensuring accurate records
  • Conduct weekly administrative meetings with the Ops Manager & center partners to review operations, address challenges, and strategize growth.
  • Allocate resources effectively to optimize operational efficiency and support expansion plans.
  • Manage staffing requirements, including recruitment, training, and performance evaluations.
• Resource Management (15%):
  • Coordinate administrative shifts for the center admin team and manage timesheet records.
  • Oversee security and cleaning staff shifts, ensuring a safe and clean environment for students and staff.
  • Collaborate with HR for timesheet and payroll calculations, and manage other HR-related tasks.
  • Ensure efficient space management for rental schemes and class schedules.
  • Monitor room usage and track rental payment requests.
• Class Operation and Management (15%):
  • Create and manage class schedules to ensure optimal utilization of resources.
  • Manage attendance tracking and service calls to address student absenteeism and teacher concerns.
  • Monitor tuition fee collection status and ensure timely and accurate payment processing.
  • Prepare advance payments and manage petty cash for operational needs.
  • Oversee rental income collection and manage associated financial transactions.
  • Facilitate follow-up on teacher absences and manage communication with students and parents.

Qualifications and Skills:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field (Master's preferred).
• Previous experience in retail offline business, operations management, or related roles is highly desirable.
• Strong interpersonal skills with exceptional customer service, communication, and presentation abilities
• Proficiency in using spreadsheets and operational software/systems.
• High attention to detail and strong organizational skills.
• Ability to manage and lead a diverse team of staff effectively.
• Strong problem-solving and decision-making capabilities.
• Familiarity with HR processes, timesheet management, and payroll calculations.
• Proven ability to manage multiple tasks and responsibilities concurrently.
• Willing to travel around due to center management.
• Perfer 'Female' for the Ha Noi area.