BRITISH UNIVERSITY VIETNAM
British University Vietnam (BUV) is the first and only international university in Vietnam authorised to award degrees from renowned UK universities: University of London, University of Staffordshire, University of Stirling, Arts University Bournemouth, Bournemouth University, and Manchester Metropolitan University. Established in 2009, BUV delivers a wide range of undergraduate and postgraduate programmes following UK academic standards.
BUV is rated 5 Stars by QS and institutionally accredited by the UK Quality Assurance Agency (QAA). With over 500 enterprise partners, 100% of BUV graduates are employed or pursue further study within three months of graduation.
Students study at a world class campus in Ecopark, developed with an investment of up to USD 165 million, offering modern facilities and an international-standard learning environment for more than 10,000 students upon completion.
POSITION PURPOSE
The Associate Manager, Student Recruitment Operations is pivotal in enhancing the university's student recruitment processes across all channels, including B2B and B2C. This role focuses on managing the tele-sales and customer care teams to optimize engagement with prospective students and stakeholders. Additionally, the associate manager will oversee administrative functions and logistics for recruitment events, ensuring that all activities run smoothly and effectively. A key responsibility will be to design and implement comprehensive training activities, develop training materials, and establish a structured training process for all positions within the department. By implementing process improvements and leveraging data-driven insights, the manager will enhance the overall recruitment experience, driving higher conversion rates and fostering long-term relationships with students and partners.
AREAS OF RESPONSIBILITY
- Recruitment Operations and Strategy
- Oversee daily operations of the student recruitment teams to ensure alignment with strategic goals and compliance with university standards.
- Develop and implement effective recruitment processes to enhance productivity and performance, ensuring all team members understand their roles.
- Monitor recruitment metrics and analyze data to identify areas for improvement and drive actionable changes, sharing insights with the team.
- Collaborate with cross-functional teams to ensure seamless execution of recruitment strategies.
- Standardized procedures for lead management, application processing, and follow-ups to ensure compliance and efficiency.
- Conduct regular meetings with recruitment teams to review progress, address challenges, and align on objectives.
- Develop contingency plans to address unforeseen challenges in the recruitment process, ensuring team readiness.
- Tele-Sales and Customer Care Management
- Lead and manage the tele-sales and customer care teams to maximize outreach and conversion rates, ensuring high-quality interactions with prospective students
- Develop training programs focused on improving tele sales techniques and customer engagement strategies.
- Implement a monthly care planning initiative to enhance customer experience, ensuring prospective students receive timely and relevant information.
- Design and execute initiatives aimed at nurturing relationships with prospective students from early stages (grades 10, 11, etc.) to increase awareness and interest in BUV.
- Monitor performance metrics for both teams, conducting regular evaluations to foster improvement and accountability.
- Establish a bursary and scholarship budget control system, monitoring & proposing suitable schemes to the Head of Student Recruitment & Business Development.
- Manage customer feedback channels such as email and hotline, addressing and resolving feedback from customers promptly to ensure satisfaction and recommending appropriate solutions to the Head of Student Recruitment & Business Development and related departments.
- Event Management and Promotion Management
- Plan, manage event team to organize, and execute recruitment events such as campus tours, sale event, workshop, webinars, agent, corporate appreciation events, etc ensuring they align with marketing & student recruitment strategies.
- Collaborate with the Marketing Team to coordinate large-scale recruitment events, ensuring effective promotional strategies are in place.
- Manage logistics, including venue selection, vendor coordination, and materials preparation, to ensure smooth event execution.
- Develop and oversee promotion campaign designed to attract high-potential students and increase enrollment through strategic marketing.
- Collect feedback post-events to assess effectiveness and areas for improvement for future endeavors.
- Track attendance and engagement metrics from events to inform future planning and strategy adjustments.
- Training and Development of Staff
- Create comprehensive training programs and materials for all positions within the department, ensuring alignment with organizational goals.
- Develop engaging training resources that incorporate best practices in recruitment, customer care, and sales techniques, utilizing various media.
- Facilitate training sessions that cater to different learning styles and enhance knowledge retention, including workshops and e-learning.
- Foster a culture of continuous improvement by incorporating feedback from staff to refine training programs and ensure relevance.
- Establish a mentorship program within the department to support new hires and promote knowledge sharing among team members.
- Regularly update training materials to reflect changes in processes, policies, and market trends, ensuring relevance and effectiveness.
- Encourage team members to participate in professional development opportunities to enhance their skills and knowledge base.
- Admin, Logistics, and Process Improvement
- Oversee administrative and logistics functions within the department, including planning and budget control for all recruitment-related activities.
- Ensure all administrative processes, purchasing, and payment processing adhere to company standards and regulatory requirements.
- Analyze existing recruitment processes to identify opportunities for operational efficiencies and enhancements, implementing best practices.
- Propose and implement digital solutions to streamline recruitment activities and improve applicant experiences, focusing on user-friendly interfaces.
- Monitor and ensure compliance with established standards in application management to minimize drop rates and enhance applicant satisfaction.
- Conduct regular audits of administrative procedures to identify gaps and areas for improvement, ensuring alignment with company policies.
- Collaborate with finance and procurement teams to ensure timely processing of payments and adherence to budget constraints
- Data, CRM Management and Reporting
- Manage the CRM system to ensure accurate tracking of leads, applications, and enrollments, training staff on its effective use.
- Train team members on CRM best practices for effective lead management and reporting, ensuring everyone understands their roles.
- Utilize CRM data to generate insights that inform strategic decision-making and recruitment initiatives, sharing findings with the team.
- Prepare regular reports on recruitment activities, outcomes, and market trends for senior management, highlighting achievements and areas for growth.
- Conduct market research to identify new opportunities and inform recruitment strategies based on data-driven insights.
- Monitor and assess the effectiveness of recruitment campaigns through CRM analytics, adjusting strategies as necessary.
- Engage with IT to ensure the CRM system remains updated and meets the evolving needs of the department.
- Others
- Prepare an annual budget, schedule spending, analyze discrepancies, and take corrective actions to meet financial objectives.
- Participate in Postgraduate Sales Events & Activities when required.
- Assisting Head of Student Recruitment & Business Development when needed to collaborate with other BUV's departments (ie Head of Schools, etc) to execute Applicant care activities to reduce Application drop rate, achieving enrollments target, etc.
- Undertake any other assignments as delegated by the Line manager
POSITION SPECIFICATIONS
COMPETENCIES (knowledge, skills, and abilities)
Essential
- Bachelor's degree in business, Marketing, Finance, Education, or a related field; a Master's degree is a plus.
- Proven experience in operation management, tele sales & customer care training and process improvement in sectors like banking, insurance, retail, F&B, etc; experience in the education sector is a plus. Having at least 3 years in management position.
- Proficient in CRM software and Microsoft Office Suite;
- Ability to analyze data and generate actionable insights.
- Strong organizational skills and attention to detail.
- Strategic thinking and problem-solving abilities.
- Strong customer and service orientation.
- Effective communication and relationship building skills.
- Ability to work collaboratively across departments.
- Fluent in English with both speaking & writing Skills.
Desirable
- Experience in the local Vietnamese marketplace.
- Strong leadership skills with a track record of managing high-performing teams.
- Excellent communication and interpersonal skills.
- Strong Telesales & Customer Care Training Skills & Material Training Development & Design
- Familiarity with the Vietnamese education market and cultural nuances is an advantage.
COMPETENCIES (behavioural)
Essential
- Strategic orientation & leadership
- Effective Communication
- Managing & developing people
- Planning & organizing
- Problem solving & decision making
- Customer & service orientation
Desirable
- Creative thinking & innovation
- Relationship building & networking
- Data Analysis Skill
BENEFITS
- Highly competitive salary package (plus benefits), monthly remuneration start from 40,000,000 VND plus incentives commensurate with qualifications/experience
- 13th month Tet bonus (for Vietnamese candidates)
- Annual cost of living adjustment and performance-based bonus
- Recognition & awards programmes
- 20 days annual leave, public holidays, and 5 days paid sick leave
- Healthcare plan (private accident, medical, and dental insurance, including annual health checks)
- Education support for staff, their dependents and immediate relatives
- Various staff events through the year (outings, year-end party, sports activities and other events)
- Onsite fitness and sports centre
- Opportunity to work within a professional and multi-cultural environment
Job Title
Associate Manager, Student Recruitment Operations