Recruitment Policy Australian Institute of Business Australian Institute of Business (AIB) is a global business school based in South Australia. AIB offers business undergraduate, postgraduate and research qualifications through its local Adelaide campus, through Distance Learning, and through its network of international teaching centres. Annexure - I JOB DESCRIPTION AND PERSON SPECIFICATION Title of Position: Type of Appointment: Deputy Student Recruitment Team Business Team: Student Recruitment (Sales) Leader Permanent, Full-Time Location: Adelaide (Main Campus) JOB SPECIFICATION 1. Position Objectives Reporting to the Student Recruitment Team Leader, for sales target achievement and Course Advisor performance, the Deputy Student Recruitment Team Leader will be fully responsible for sales, team and people management in the absence of the Student Recruitment Team Leader The Deputy Team Leader will have strong experience in a sales environment offering high ticket items in either B2B or B2C, with the position being key to increasing and accelerating sales growth and student numbers. The successful candidate will have knowledge and experience in coaching sales team members, preferably with experience in and understanding of situational leadership and the relevant coaching approach. The successful applicant should be able to demonstrate their understanding of how successful coaching fits into a higher performance sales team model. Experience in call monitoring and coaching is desirable and a significant component of the role. Our ideal candidate will also have a strong operational background and demonstrate an above average level of attention to detail. The broad objectives of the role are: To consistently support the Student Recruitment Team Leader in the administrative and coaching management of the Course Advisor team and to improve operational accuracy across the team. Provide leadership, support and guidance to team members in the absence of/or on behalf of the Student Recruitment Team Leader. To establish and maintain effective coaching and sales related reporting data and be able to analyse and report on this data when needed. To contribute and participate in the marketing and promotional planning process in all portfolios. Be an advocate and role model for AIB, it s values and business goals Job Description Deputy Team Leader V2 02032015 KK Page 1
2. Reporting/Working Relationships Reporting to the Student Recruitment Team Leader, the Deputy Team Leader works within the Sales and Marketing team. Works closely with the Student Recruitment Team Leader to ensure promotional activities achieve sales and enrolment targets. Works closely with all Course Advisors to assist and track in their coaching progress Works closely with all Course Advisors to improve and monitor operational accuracy and administrative effectiveness. Works closely with the Student Recruitment Team Leader to monitor lead flow, CRM usage and operational accuracy Works closely with the Student Recruitment Team Leader on the conversion of generated leads into sales and enrolments. Works collaboratively with Academic Affairs and Student Support Services to provide complete customer care and service to all students (new and existing). Works collaboratively with the Communications Coordinator to create promotional tools and marketing collateral for this portfolio group Maintains strong relationships with people in the local, national, and international market relevant to this portfolio group 3. Special Conditions Must have the right to work in Australia Appointed only to a declared vacancy through a competency based panel interview process If an internal candidate, no verbal or written warnings issued If an internal candidate, must come via the Student Recruitment Specialist role to ensure relevant development is achieved Formally mentored and supported by Team Leader. Partake in formal training program around coaching part of incumbent s development plan external training program including situational leadership to be undertaken if not already competent or accredited Trained in operational requirements of the Team Leader role Included in monthly campaign meetings with senior management Involved in side by side coaching and observations Will analyse sales results and call reporting to provide observation on skill gaps for coaching purposes Job Description Deputy Team Leader V2 02032015 KK Page 2
Will be required to sign off applications for each enrolment period Will perform investigations into and provide documentation required for performance management issues Will be required to participate in the AIB s performance review processes. Out of hours work may be required. Interstate travel may be required as part of the role, although there are no guarantees this will eventuate Flexible approach to start and finish times may be required due to the markets being contacted The Deputy Team Leader s key performance indicators (KPI s) may include but are not limited to: Team members meeting required new enrolment numbers Team members achieving required student retention rates Conducting required amount of training and coaching sessions (both phone and email coaching) Team members achieving required productivity levels (including talk time and contacts made) Team members demonstrating compliance across processes and operational accuracy 4. Key Duties and Responsibilities The Deputy Team Leader is primarily responsible for achieving team building leadership and providing team support as well as supporting the Student Recruitment Team Leader with administrative and coaching duties A key component of this role is operational accuracy and improvements along with coaching and support. Responsibilities may include but are not limited to: Sales/Marketing Assist with the implementation of incentives based around new enrolments as well as rollover enrolments Meet and exceed the team enrolment (sales) and operational targets as set by the business. Assist with the creation of goals/training/action plans for the development of each CA. Manage reporting around coaching and action plans Manage and assist with Course Advisor follow up requests when required in relation to operational aspects of their role. Assist the Operations Team with helping Customers gain course/subject exemptions. Assist with Customer enquiries when a CA is absent from work. Manage follow up around CA emails and leads when a CA is absent from work for any reason Assist the SRTL with input into marketing promotions and/or special offers for prospective Customers. Assist the SRTL with regular performance forecasts. Job Description Deputy Team Leader V2 02032015 KK Page 3
Productivity & Compliance Assist the SRTL with regular team meetings to inform and develop CA skill gaps Manage the day-to-day needs of a CA team with a focus on administrative and coaching tasks. Responsible for signing off Direct Entry, GCM-1 and GCM-2 applications submitted for enrolment into the MBA program. Liaise with the Operations Team to resolve application and enrolment issues. Monitor and manage performance/budgets against targets and KPI s. Ensure CA compliance with the relevant ACT s and legislation (Privacy Act, EEO, Trade Practice, etc.) Leadership Assist to lead, motivate and inspire a CA team. Assist with the proactive training and coaching of the CA team. Use proven performance management methods to maximise the output of each CA. Assist with the recruitment and selection of new CA s when required. Assist other CA s in the absence of other SRTL. Management Provide regular feedback and reporting to assist with regular performance development reviews (PDR) to provide timely and accurate feedback to CA about their performance. Deputy Team Leader KPI s Sales Provide regular and accurate reporting to the SRTL regarding new enrolments and rollover enrolments to ensure sales targets are being achieved Provide feedback around challenge areas to enable a proactive approach to minimising the likelihood of enrolment targets not being achieved Achieve and exceed set new enrolment targets Achieve and exceed targeted student enrolment retention rates as per the portfolio and business goals Job Description Deputy Team Leader V2 02032015 KK Page 4
Productivity & Compliance Manage the productivity and compliance of the team. This includes the management of talk time, lead allocation and contact rate, CRM data entry requirements, attendance and punctuality. Ensure compliance with business operations. This includes the management of timetable and enrolment process. The goal is to achieve a zero defect application rate, with timetable accuracy at 100%. The minimum standard is 90% of enrolment applications, and this will be measured and reported via the operations team. Manage and resolve enrolment, application and exemption issues. Ensure the team adhere to business policies and procedures, and governing legislation such as The Privacy Act, etc. Leadership Demonstrating Company Values. This includes leading, coaching and training the team to maximise the performance of the CA s, as well as adhering to and modelling all policies and expected behaviours. Encourage teamwork participation & cooperation, the sharing knowledge/strategies and helping of others. Management Provide the data required to assist the SRTL with weekly 1 on 1 meetings Participate in business functions and events. Provide feedback regarding the product(s) promotion and sales processes Key Performance Indicators will change and evolve as the business grows and matures. The KPI will only change when the business has the ability and systems to accurately measure the performance parameters in a timely manner. Advance notice and consultation in developing new KPI will be undertaken in all cases. KPI s are always included and documented in the relevant incentive plan and is provided as a separate annexure. PERSON SPECIFICATION ESSENTIAL CHARACTERISTICS 1. Personal Abilities/Aptitudes/Skills Demonstrated leadership capability and team building skills- whether at a developmental level or through previous experience Strong verbal and written communication skills that enable effective and appropriate communication with people at all levels within and outside AIB. Job Description Deputy Team Leader V2 02032015 KK Page 5
Proven ability to work autonomously although as part of a small team environment to achieve objectives and meet deadlines. Excellent organisational and time management skills. Positive attitude. 2. Experience Sales coaching experience and ideally extensive operational management or leadership experience If an internal candidate, demonstrate minimum 12 months service with 80% achievement of all KPIs Experience in customer service and sales. Experience in developing and maintaining effective working relationships. Experience in phone based sales or working in an outbound sales environment with high value sales. Experience in administrative requirements requiring compliance and regulation. DESIRABLE CHARACTERISTICS 3. Education/Vocational Qualifications Bachelor s Degree preferably business or marketing or alternatively relevant experience demonstrated desirable but not essential 4. Experience/Knowledge/Skills Understanding of Education industry desirable but not essential Knowledge of marketing principles. Job Description Deputy Team Leader V2 02032015 KK Page 6