Head of Campus Operations and Customer Experience at Eduvos

The Position:

To provide overall strategic leadership and operational management to campuses to ensure their positioning as Centres of Excellence within the larger Eduvos portfolio; where academic delivery, technology, industry, and HEI operations optimally meet. The role will drive scale, quality and culture to enable the achievement of current and future business objectives, and to enhance Eduvos’ brand and reputation. The role is about inspirational leadership, vision and innovation, networking and stakeholder management.

Minimum qualification:

• A relevant post graduate qualification
• A MBA qualification will be preferable

Experience:

• · At least 15 years’ experience, with 10 years’ experience in an education related industry and five years’ experience in a senior management role in an education related industry.

Additional Requirement:

• Extensive travel (regular campus visits)

Responsibilities:

As the Head of Campus Operations and Customer Experience you will be primarily responsible for the following:

Accountability Areas:

• Overall campus operations and performance
• Student support and student affairs
• Customer service and student experience
• Facilities and property management

Management:

• Strategy operationalisation
• Oversee and monitor the implementation of formulated strategies through development of business and operational plans, roadmaps, SLA’s (between campuses and functional departments), objectives and schedules for each area of accountability
• Compile and oversee functional budgets and deliverables (operational and capital expenses)
• Oversee and monitor the implementation of formulated strategies through the implementation of effective monitoring and control mechanisms and corrective actions against operational plans and SLA’s
• Reporting
• Functional workflow / alignment / silos / communication
• Functional escalations / decisions / problem solving
• Ensure the effective resourcing and capacity management of campuses
• Overall campus operational efficiency and innovation
• Functional structure and roles
• Risk and governance

Leadership:

• Inspirational Leadership approach
• Strategy, vision and direction formulation
• Talent acquisition, selection, onboarding and succession / bench strength
• Individual performance - role clarity and objectives; reviews; feedback and corrective actions
• Skill levels - training & development & coaching
• Culture and change management
• Reward and recognition management

Stakeholder engagement and communications:

• Stakeholder management

Functional competencies:

• Commercial knowledge and skills – understand profit and loss statements and the key drivers of income and expenses
• Matrix management knowledge and skills
• SLA management knowledge and skills
• Good understanding regarding the development and maintenance of a high-performance culture
• Good understanding of customer experience principles and its impact on student success and student experience
• Good understanding of academic processes and regulatory frameworks, as well as academic products and product development processes
• Data analytics and metrics management

Behavioural competencies:

• Inspirational leadership
• People leadership and development
• Initiative and responsibility
• Stakeholder management
• Relations and networking
• Influence
• Effective communication (verbal and written)
• Analysis and judgment / problem solving
• Innovation and change
• Vision and strategy
• Systematic approach (planning and organising)
• Steadiness (emotional tenacity)
• Business development and bottom-line focus