Sales and Credit Control Operations Manager - Spark Schools at SPARK Schools

Responsibilities:

Enrolment Sales Operations:

• Lead the enrolment team to deliver a seamless journey from enquiry to onboarding.
• Monitor conversion rates and implement strategies to meet enrolment targets.
• Ensure all parent interactions reflect SPARK’s brand values and service standards.
• Develop and maintain SOPs, scripts, and training resources.
• Ensure effective use of CRM systems and data accuracy.
• Collaborate with marketing on campaigns, lead management, and cycle alignment.

Fee Collections & Revenue Management:

• Oversee fee collections including invoicing, payment tracking, and overdue follow-ups.
• Monitor aged debt, reduce bad debt, and escalate high-risk accounts.
• Implement payment plan structures and ensure accurate account reconciliation.
• Ensure compliance with relevant financial and data protection regulations.
• Liaise with Finance to ensure accuracy in revenue reporting and forecasting.
• Directly responsible for the receipt of payments, account allocations, customer invoicing and collections.
• Establishing and maintaining customer service standards by ensuring accuracy in and timeously invoicing.
• Ensures timely fee collection through proactive engagement, structured reminders, and effective dispute resolution.
• Identify and manage risk around late or non-payments; escalate high risk accounts when necessary.

Process & Systems Optimisation:

• Audit and streamline workflows across enrolment and collections functions.
• Drive digital adoption and automation (e.g., CRM, billing tools, reporting dashboards).
• Ensure accurate data integration between admissions and finance platforms.
• Reduce operational inefficiencies and manual intervention.

Call Centre Management:

• Supervise call centre agents and Quality Assurance staff to ensure service excellence.
• Maintain optimal staffing schedules and operational coverage.
• Implement quality monitoring, performance reviews, and coaching sessions.
• Identify operational bottlenecks and lead initiatives to improve workflow, reduce call handling time, and enhance the customer journey. Drive automation and digital tool adoption where applicable.
• Develop onboarding and continuous training programs for new and existing staff.
• Foster a culture of learning, adaptability, and service excellence.
• Handle escalated customer issues and ensure swift resolution.
• Analyse call centre metrics (e.g., resolution time, satisfaction scores) to drive improvement.
• Ensure all operations comply with internal policies and external regulations (e.g. data protection, consumer rights).
• Implement quality assurance programs and maintain standard operating procedures (SOPs).

Reporting & Analytics:

• Monitor KPIs for enrolment, collections, and service metrics.
• Deliver weekly and monthly reports on performance, cash flow, and operational health.
• Track agent performance and productivity on an hourly and daily basis.
• Use data to forecast scholar numbers and support financial planning.
• Present business cases for resource needs or system enhancements.

Team Leadership & Development:

• Manage and motivate both enrolment and collections teams.
• Conduct performance evaluations and identify professional development opportunities.
• Align team goals with organisational strategy and growth targets
• Foster a culture of accountability, excellence, and continuous improvement.

Requirements

Qualifications and Criteria:

The ideal candidate will possess the following qualifications and criteria:

• Bachelor’s degree in Business Administration, Finance, Education Management or equivalent.
• Certification in project management, leadership, or financial operations is advantageous.
• 5+ years in operations, sales, credit control, or revenue management (preferably in education or services sector).
• Minimum 3 years’ call centre management experience.
• Proven success in enrolment/sales pipelines, improving collections performance and meeting and exceeding targets