JOB PURPOSE

The Head, Student Recruitment & Experience, Engagement and Operations Support plays a pivotal role in supporting the Student Recruitment department by managing the engagement and operational needs of the recruitment strategy and sales pipeline, with a primary focus on recruitment partner engagement and delivering top-tier services under Taylor’s Recruitment Partner Management team. This role ensures seamless planning and implementation of student recruitment processes, handling centralized operations such as budgeting, financial reporting, and business transactions, while providing operational support to recruitment offices across Taylor’s University and College campuses.

Additionally, this role also oversees both offline and online engagement through the Customer Service Assistants and Digital Engagement Center, striving to improve the customer service experience for prospective students and leading a high-performing team to engage with prospects via various digital channels through the two divisions: Customer Service Assistants and Digital Engagement Center.

Customer Service Assistant

The manager is responsible to manage and continually improve the customer service experience for all internal and external stakeholders, especially prospective students for both Taylor’s College and Taylor’s University.

Digital Engagement Center

He/ She plays a vital leadership role in building and managing a high-performance team in driving Appointments & Visitations by engaging prospects, to understanding their needs and delivering quality solutions to our client’s higher education needs; via various channels (Phone, WhatsApp, Social Media, Live Chat, Email) using integrated 21st Century CRM technology.

With Taylor’s being a trusted advisor on higher education, the Manager ensures that best-in-class standards are applied across customer service and digital engagement processes, while fostering strong rapport with visitors and prospects. This role requires strong leadership, operational expertise, and a commitment to delivering world-class recruitment services

ENGAGEMENT & OPERATIONS SUPPORT

Recruitment Partner (RP) Engagement

• Manage the ‘Central Administration Office’ under Domestic Taylor’s Recruitment Partner Management (RPM) Team.
• Work closely with the RPM managers/leaders and be part of any RP Strategic Planning, business processes, standard operating procedures and implementation.
• Maintaining professional working relationship and initiating rapport building with all the recruitment partners.
• Manage and monitor all communication channel/platform (i.e. Taylor’s RPM email account, Partner Hub, updating the list of RP’s PIC contacts, listing of authorized RP’s in our TU&TC website, TOPAS agent management module and etc) which currently are using for partners engagement/student recruitment enablement.
• Work closely with the RPM Manager/leaders in managing and monitor all domestic Recruitment Partner/Referrer/Institutional Collaboration Agreement management. Ensure up to date records, monitor the validity and legality of the agreement/contract (renewal/new/termination).
• Responsible for all official announcement/update/specific recruitment strategy/scheme deployment via Taylor’s RPM email account.
• Responsible for the processing and payout for all domestic agent Commission and Special Bonus Scheme on cyclical basis in a financial year.
• Update all necessary records in JARVIS.
• Extend support to the RPM team for any recruitment partner engagement events/activities.
• Assist and extend support when comes to attending recruitment partners’ enquiry regarding application.
• Perform timely and regular checking whether commission/bonus scheme has been paid out to RP accordingly

     Local Institutional/Partnership Collaboration Engagement

• Extend the support to Regional Student Recruitment heads on the additional operational requirement needed for the local institutional/partnership collaboration pipeline such as agreement management, keeping record, stamping arrangement and managing the commission/scheme pay out as per RPM process.

    Support the Growth of Student Registration (Student Recruitment Operations & Support)

• Managing internal processes and operational tasks with key stakeholders from Enrolment to Registration across all concerned departments to facilitate speed to registration focusing on new students.
• This includes liaison between inter department such as Finance, SFTT, Campus Central, OOA, RAG, Faculty offices, CAPM and Taylor’s Residence (where applicable).
• The communication and outcome will be keeping the respective counselling team members informed on timely manner.
• Extend support and working closely with the recruitment team to ensure tracking and follow up on weekly non‐registered listing, expedite the conversion of fully paid/instalment plan/EPF withdrawal cases to close it as Registered=Registration.
• Manage and tracking on all the incoming New Student payment (enrolment fee, 1st semester fees) sent in to finance from counsellors. Work closely with finance Account Receivable team to ensure payment clearance completed on timely manner and captured into CMS accordingly.
• International Progression Students documentation ‐ Represent SRE‐UG & PG and be the liaison person to follow up for Progression students EMGS applications document. Work closely with both teams on any additional documents requested by EMGS, will liaise with the stakeholders (eg: SRE Counsellors, Campus Central, OOA, SDMG, etc) for the required document.
• Extend support to student recruitment team for follow up on admission cases with OOA (if required).
• Maintain good working relationships with all staff members including Faculty Members (academics and academic support)

     Department’s budget consolidation, finance ledgers (general, P&L), financial closing reports,   
     procurement/good or services requisition (Student Recruitment Operations & Support)

• Support the HOD of Domestic Student Recruitment in managing and monitoring department’s annual financial planning and budgeting such as preparation of annual budget under general finance CAPEX, OPEX, ICT (CAPEX&OPEX) and whichever type of budget which is applicable.
• Assist the HOD in monitoring on monthly department’s budget tracking.
• Prepare and consolidate the department’s monthly financial closing report (CAPEX/OPEX/A&P) through working closely with finance department and do reconciliation with the HODs/team leaders in the Domestic Student Recruitment team.
• Manage and monitor the domestic agent commission approved budget vs pay out and do tracking from time to time and provide the report to the HOD and served as reference for any Strategy/Planning.
• Prepare monthly commission accrual report and previous financial Year Commission Accrual report and submit to finance department.
• Prepare and capture monthly expenses such as flight ticket purchase, staff’s traveling accommodation expenses, payment transaction through company credit card and prepare the closing accordingly and escalate to finance department.
• Hold the role as appointed Internal Purchase Coordinator (IPC) for Domestic Recruitment Team (SRE UG, PG & Corp, DEC, ECC) and extend assistance to attend to all enquiry from Group CPD department/finance department and escalate all approved PO to the respective requisitioner and escalate the enquiry to the HOD/leaders of each team accordingly.
• Extend support and work closely with finance purchasing/CPD department to coordinate with internal requisitioner and ensured no open PO by end of financial year.
• Prepare department’s monthly financial closing report and provide to the HOD and the recruitment team business analyst‐the appointed PIC for Domestic and ISR recruitment team budget tracking.
• Liaise with THM Finance Department to capture Hostel Subsidy and record under Corporate Sponsorship/SRE/ECC financial ledger accordingly.
• Hold the role of appointed liaison person for specific department’s purchase/requisition with certain vendor/supplier such as HTT, Grab, etc.
• Extend support and work closely with finance planning department and the recruitment team for yearly expenses accruals exercise. Tracking is from time to time.
• Managing the department’s monthly company line phone bills including updating in expenses tracking.

External & Internal Stakeholders Experience

• To ensure excellent customer service is provided all time to all stakeholders, may it be internal/external which includes the highest standards of prompt and convenient service in all aspects of work.
• Ensure timeliness and speed in communicating and response for all matters.

STUDENT RECRUITMENT & EXPERIENCE

• Managing overall team operations

• Analyzing reports and working with broader Sales & Marketing team to develop right strategies to enhance pipeline conversions, productivity and quality.
• Developing right Standard Operation Procedures and best practices for Taylor’s education group in moving towards driving environment via digital engagements. 
• Strategic & Project planning in expanding and maximizing performance of team.
• Evaluating team competencies to design training and development plan for immediate team members and other sales staff in enhancing skills & competency in outbound engagements.
• Expanding best practices in digital engagement throughout sales organization in engaging prospective students using existing/ new channels engagement.
• Expanding best practices in digital engagement throughout sales organization in engaging prospective students using existing/ new channels engagement.

Grow Enrollment

• Responsible for Taylor’s Higher Education (New Local, Transfer, and Postgraduate) outbound and inbound digital engagement to all prospect students and parents, and to also assist in enrolment-related activities if needed.
• Accountable for managing department’s operation in achieving team Appointment and Visitation Target and Growth by annual and cycle.
• Co-develop the digital engagement strategies with the Head and operationalize the business plans.

WOW STUDENT EXPERIENCE

Customer Service

• To ensure that excellent customer service is always provided to all stakeholders, may it be internal or external which includes the highest standards of prompt and convenient service in all aspects of work.
• To ensure the team follows the SOP for effective and efficient communication between call-in and responders.
• Taking ownership of stakeholders’ issues, feedback or grievances about both campuses. Follow problems through to resolution. Direct them to the necessary department or PIC when needed.

Digital Engagement Center

• Ensure that excellent customer service is always provided to new prospective students and parents through all digital engagement channels.
• Ensure timely responses to all enrolment-related requests by prospective students and parents through all digital engagement channels.
• Expand best practices in engaging prospective students and parents via all digital engagement channels.
• Manage audit & quality assurance to assess team competency and execution quality.

COST LEADERSHIP

• Optimize the outbound and inbound digital engagement through improving pipeline conversion, process efficiency and productivity of the team.
• Assist in producing relevant report as requested by the Head.
• Manage engagement of Student Ambassadors.

HIGH PERFORMANCE ORGANIZATION

Customer Service

• To ensure that all processes and procedures are followed by the team when attending to both walk-ins or call-ins.  
• Keep ahead and apply best practices to areas of improvement.
• To build a solid relationship with the team members and foster a culture of excellent in communication with one another.
• To comply with any other request made by the superior.

Digital Engagement Center

• Manage and cultivate performance-driven culture within the team through recruitment and coaching of potential talents in collaboration with Sales Trainer.
• Identify key performance indicators (KPIs) to measure the success of digital engagement initiatives.
• Manage digital engagement strategies and business plans with the team and relevant stakeholders with clear roles and responsibilities.
• Monitor customer feedback and improve service quality.
• Ensure that all prospective students' information is accurately maintained and updated in Taylor's CRM system.
• Coordinate meetings, staffing requirements and staff briefings.
• Ensure clear and consistent communication within the Digital Engagement Center team.
• Implement and monitor quality assurance processes to ensure consistency and effectiveness in digital engagement interactions.

The role may be required to undertake other projects / evolve according to function’s needs or organization’s direction upon the discretion of the Head.

JOB SPECIFICATION

MINIMUM ACADEMIC/PROFESSIONAL QUALIFICATION

Degree in Business Management / Marketing / International Business / Communication or other related discipline

RELATED EXPERIENCE

• At least five (7) years of working experience, with three (3) years in supervisory role.
• Business development and account management experience in the education environment is preferred.
• Internet, social media and technology savvy. Preferably experience in utilizing and managing through CRM system
• Performance & result driven.
• Familiar with manpower planning & team resource management.
• Possess good spoken and written abilities in 2 or more languages (English is compulsory, Malay/ Chinese/ Tamil

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Strong Business Acumen, Strategic and Sales Operational Planning capabilities.
• Strong Customer and Service Oriented.
• Familiar with Sales Tools, Internal Processes, TU & TC Entry Requirement (Malaysian Students) and Technological development and management.
• Proficient in English, Bahasa Malaysia and/ or Mandarin.
• Knowledge and skills in using computer software. E.g. Microsoft software applications.
• Sales goal setting, tracking and review capabilities.
• Digital / Telesales management & processes.
• Contact Centre optimization and development.
• Contact Center technology solution implementation.
• Contact Center audit and quality assurance processes.
• Familiar with Higher Education products customer profiling and competitor profiling.
• Knowledge on ATL, BTL and Digital Marketing.

COMPETENCIES (BEHAVIOURAL)

1. Customer and Service Oriented Driven ‐ Understands and is able to anticipate changing needs of internal customers and focuses services and operational tasks on delivering high quality products (programmes), service and awesome customer experiences.
2. Strong Leadership (3Es)
   • • Envisioning ‐ Ability to establish and align broad team towards clear goals.
     • Enabling ‐ Ability to coach and transfer knowledge to broader team.
     • Energizing ‐ Ability to motivate broader team to perform and deliver results.
3. Strong AMP

• Attitude ‐ Value driven & good work ethics. Willing to work beyond normal working hours and during weekends.
• Possess own transportation. Motivation ‐ Highly self‐motivated in achieving results.
• Passion ‐ Highly interested in the broader purpose of Higher Education and impact towards society.

4. Sales Driven ‐ passionate in delivering results through effective sales methodologies and culture of excellence.
5. Data Driven and analytical in planning and decision making.
6. Excellent presentation, communication and people management skills, inclusive counseling skills
7. Team Player‐Experience in working across levels in broad and complex organizations and believes in achieving results through collaboration.
8. Conflict Management – Ability to manage by identifying and handling conflicts in a sensible, fair and efficient manner
9. Project Management capabilities and able to plan, disseminate and monitor effectively to ensure success of project.
10. Intrapreneurial. To assume responsibility of managing business as own; with the ability to strategize and plan for Strong ability to communicate openly, truthfully, timely and with professional courtesy to all stakeholders internally and externally.
11. A self‐directed professional who knows what needs to be done and operates with a sense of urgency, focus and discipline.
12. Strong ability to communicate openly, truthfully, timely and with professional courtesy to all stakeholders internally and externally.
13. Willingness and desire to roll up your sleeves and execute while also seeing the broader vision of the company.
14. Promote cooperation and cultivate teamwork and sales‐driven culture within the recruitment team.

The company reserves the rights to amend or include additional details towards your job description at any point of time in any form of communication.