Job Purpose:

The Manager, Program Consultant is the execution lead for day-to-day enrolment conversion, parent engagement and centre support across assigned centres. The role ensures enquiries, waitlists, centre visits, trials, offers, registrations, withdrawals and follow-up actions are managed accurately, promptly and in line with policies and service standards.

The Manager supervises and coaches Program Consultants, maintains operational control of centre pipelines and service cases, works with centre stakeholders on practical enrolment actions, and escalates persistent or complex risks to the Senior Manager or Assistant Director.

Key Responsibilities:

1. Enrolment Execution and Centre Support

Plan, allocate and supervise daily PC work across assigned centres, ensuring timely and accurate follow-up.
Oversee waitlist and enrolment conversion activities, including enquiries, bookings, centre visits, trials, offers and registrations.
Maintain a clear view of centre vacancies, utilisation, pipeline quality and upcoming enrolment risks.
Work with Centre Principals and Executive Principals on practical enrolment plans, campaigns and follow-through.

2. Conversion and Pipeline Management

Review conversion dashboards and aged leads, identify leakage points and assign recovery actions.
Ensure every active lead has a clear status, next action, owner and expected follow-up date.
Monitor conversion KPIs and service standards by centre and PC intervene when performance is off-track.
Escalate persistent blockers, cross-centre issues and decisions beyond delegated authority.

3. Parent Experience, Retention and Service Recovery

Ensure parent communication is timely, accurate, respectful and properly recorded.
Guide PCs on difficult parent conversations, withdrawal requests, retention efforts and first-level service recovery.
Review recurring withdrawal and enquiry themes and work with centres on preventive action.
Escalate sensitive, high-risk or unresolved cases with a clear case summary and recommended action.

4. Team Supervision and Capability Development

Manage team workload, attendance, priorities and delivery against agreed standards.
Conduct regular case reviews, coaching and feedback on conversion, parent engagement, service recovery and workflow execution.
Identify capability gaps and implement on-the-job coaching, practice sessions or targeted development actions.
Maintain evidence of coaching actions, follow-up and improvement in performance or practice.

5. Stakeholder Engagement and Collaboration

Act as the primary PC contact for assigned centres and build constructive working relationships with Centre Principals, Executive Principals and District Heads.
Coordinate with other DAT/ECM, PMD and HQ teams to resolve operational issues and support the end-to-end parent journey.
Participate in centre, district or cluster reviews, presenting issues, evidence, actions and support required.
Clarify ownership and follow through until agreed actions are closed.

6. Governance, Data Quality and Performance Control

Ensure compliance with enrolment policies, SOPs, approval requirements, service standards and data privacy obligations.
Establish team controls to ensure SMS or relevant system records for completeness, correct status, follow-up notes and case closure.
Analyse operational reports covering conversion, centre health, team workload, service quality, withdrawals and campaign actions.
Identify data inconsistencies, control gaps and recurring exceptions rectify promptly or escalate.

7. Continuous Improvement and Change Implementation

Identify practical process or system improvements arising from daily operations and stakeholder feedback.
Implement approved changes, new workflows and ECM-related requirements within the team.
Track adoption, issues and outcomes, and provide on-the-ground feedback to the Senior Manager or Assistant Director.
Support pilots, centre readiness activities and other assigned PMD initiatives.

Job Holder Requirements:

Qualification: Degree or diploma in Business Administration, Marketing, Management, Customer Experience, Early Childhood Education or a related discipline, or equivalent relevant experience.

Experience:

At least 5-8 years of relevant experience in customer operations, enrolment management, service excellence, business development, education operations or related functions.
At least 2-3 years of supervisory or team-lead experience.
Experience managing operational KPIs, service cases and multiple centre or stakeholder relationships.
Experience using operational systems and reports to manage workflow and performance.
Preschool, education, social service or multi-site service experience will be advantageous.

Other Knowledge / Skills / Attributes:

Strong execution management, work planning and follow-through.
Good people supervision, coaching and case-guidance skills.
Strong customer engagement, communication and service recovery capability.
Able to interpret centre and pipeline data, identify risks and take timely action.
Sound judgment in escalation, compliance and handling sensitive cases.
Organised, meticulous, accountable and comfortable managing multiple priorities.

Please send your resume to [HIDDEN TEXT] indicating your current and expected salary.

We regret that only shortlisted candidates will be notified.

Note: In compliance with Personal Data Protection guidelines, we do not require an indication of your NRIC or Foreign Identification numbers in your CV/Job Application Form. Your CV and/or Job Application will be retained for 1 year, and we will respectfully destroy these documents thereafter (in the event your job application is unsuccessful).