Assistant Manager, Program Consultant

Job Purpose

The Assistant Manager, Program Consultant supports the day-to-day delivery of enrolment conversion, parent engagement and centre support across an assigned portfolio of centres. The role coordinates and monitors the work of Program Consultants, ensures timely follow-up of enquiries and enrolment leads and supports the effective management of waitlists, centre visits, offers, registrations, withdrawals and parent service cases.

Working under the direction of the Manager or Senior Manager, the Assistant Manager provides first level supervision, coaching and case guidance to Program Consultants. The role works closely with centre stakeholders to address operational issues, maintain accurate records and ensure that agreed actions are followed through. The Assistant Manager also identifies emerging risks, recurring operational gaps and cases requiring management intervention, and escalates these matters with clear information and recommended next
steps.

Key Responsibilities

1. Enrolment Execution and Centre Support

• Coordinate the daily work and priorities of Program Consultants across assigned centres.
• Monitor enquiries, interest registrations, waitlists, appointments, centre visits, trials, offers, registrations and withdrawals to ensure timely follow-up.
• Maintain visibility of centre vacancies, utilisation, enrolment demand, pipeline movement and upcoming intake requirements.
• Support Program Consultants in working with Centre Principals on enrolment follow-up, centre tours, parent engagement and conversion activities.
• Follow up on outstanding actions and ensure that cases are progressed or closed within the required timelines.
• Surface centres or cases requiring additional intervention to the Manager.

2. Conversion and Pipeline Management

• Review enrolment pipelines, aged leads and outstanding follow-up actions with Program Consultants.
• Ensure that active leads have an updated status, identified owner, next action and expected follow-up date.
• Identify potential leakage points, stalled cases and missed conversion opportunities, and work with Program Consultants on the required recovery actions.
• Monitor waitlist progression and the follow-up of alternative-centre options where the parent's preferred centre has no vacancy.
• Track agreed conversion actions and highlight persistent obstacles or performance concerns to the Manager.
• Support the preparation and validation of centre-level enrolment and conversion updates.

3. Parent Experience, Retention and Service Recovery

• Guide Program Consultants in handling parent enquiries, difficult conversations, withdrawal requests and routine service-recovery cases.
• Ensure parent communication is timely, accurate, respectful and properly recorded in the relevant systems.
• Review cases involving repeated follow-up, unclear ownership or parent dissatisfaction and provide first-level guidance.
• Support retention efforts by ensuring that the reasons for potential withdrawals are understood and appropriate follow-up is undertaken.
• Escalate sensitive, high-risk or unresolved parent cases to the Manager with a clear case summary, actions taken and recommended next steps.
• Identify recurring parent feedback and share observations that may improve centre practices, communication or the enrolment journey.

4. Frontline Team Supervision and Coaching

• Provide daily supervision, guidance and support to Program Consultants within the assigned team.
• Support work allocation and workload coordination based on centre needs, enrolment activity, case urgency and staff capacity.
• Conduct regular case discussions and operational check-ins with Program Consultants.
• Provide on-the-job coaching in enrolment conversion, parent engagement, documentation, service recovery and workflow execution.
• Reinforce expected standards of professionalism, responsiveness, accountability and follow through.
• Identify capability or practice gaps and recommend coaching, training or development support to the Manager.
• Provide observations and evidence to support performance discussions conducted by the Manager.

5. Centre and Stakeholder Coordination

• Serve as the first-level escalation point for day-to-day matters involving the Program Consultant team and assigned centres.
• Build constructive working relationships with Centre Principals and relevant centre stakeholders.
  Coordinate with ECM functions, District and HQ teams to support the end-to-end parent and centre experience.
• Ensure cross-functional handovers include clear information on actions completed, outstanding matters, ownership and required timelines.
• Participate in centre, cluster or operational discussions and provide updates on enrolment status, issues and follow-up actions.
• Escalate unresolved cross-functional matters to the Manager with the relevant background and supporting information.

6. Governance, Data Quality and Operational Control

• Ensure Program Consultants comply with enrolment policies, approved workflows, service standards, data protection requirements and escalation procedures.
• Conduct routine checks of system records to ensure that statuses, follow-up notes, parent communication and case outcomes are complete and accurate.
• Monitor outstanding and overdue cases and follow through with the relevant Program Consultants.
• Identify data discrepancies, incomplete documentation or repeated process exceptions and ensure that corrective actions are taken.
• Support the Manager in maintaining operational reports on enrolment pipelines, conversion, waitlists, withdrawals, service cases and team workload.
• Escalate recurring governance or control gaps that require management attention.

7. Continuous Improvement and Change Implementation

• Gather feedback from Program Consultants and centres on operational challenges, workflow gaps and system issues. Identify practical improvements that may reduce duplication, strengthen handovers or improve follow-up.
• Support the implementation of approved workflows, system changes and ECM requirements within the team.
• Monitor team adoption of new processes and provide feedback on implementation issues to the Manager.
• Assist with pilots, readiness checks, centre onboarding, HyperCare activities and other assigned PMD or ECM initiatives.
• Share good practices and operational learning across the Program Consultant team.

8. Team and Operational Support

• Support staff onboarding by providing role guidance, workflow orientation, case examples and on the-job assistance.
• Coordinate team coverage during leave, peak enrolment periods or when additional support is required.
• Maintain regular communication within the team on priorities, process updates and emerging issues.
• Support a collaborative team culture where staff raise concerns early, share information and assist one another.
• Undertake other duties and projects assigned by the Manager, Senior Manager or Assistant Director.

Job Holder Requirements:

- Qualification: Diploma or degree in Business Administration, Marketing, Management, Customer Experience, Early Childhood Education or a related discipline.
- Experience:

• Candidates with equivalent relevant operational and supervisory experience may also be considered.
• At least 3 to 5 years of relevant experience in customer operations, enrolment management, service excellence, business development, education operations or a related function.
• Preferably at least 1 to 2 years of experience as a team lead, senior practitioner or frontline supervisor.
• Experience handling operational workflows, service cases, customer engagement or multiple stakeholder relationships.
• Experience using operational systems, dashboards or reports to monitor cases and follow-up actions.
• Experience in preschool, education, social service or a multi-site service environment will be advantageous.

- Other Knowledge / Skills / Attributes:

• Strong coordination, organisation and follow-through.
• Able to supervise daily work and guide staff in operational case handling.
• Good parent engagement, communication and service-recovery skills.
• Able to interpret centre, waitlist and pipeline information and identify cases requiring action.
• Sound judgement in determining when to resolve, seek guidance or escalate.
• Good attention to detail and commitment to accurate documentation and data quality.
• Able to manage multiple priorities and work effectively in a fast-paced operational environment.
• Comfortable working with different stakeholders and coordinating work across functions.
• Able to coach staff constructively and reinforce expected work standards.
• Accountable, service-oriented, collaborative and open to continuous learning.

Please send your resume to [Confidential Information] indicating your current and expected salary.

We regret that only shortlisted candidates will be notified.

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