Student Journey Team Leader

The Student Journey Team Leader is responsible for leading the Student Journey team within the Business Development Department. The role ensures the successful delivery of team KPIs through the effective supervision, coaching, and development of a team of Student Journey Co-ordinators.

The Team Leader will oversee daily outreach operations, monitor performance and quality standards, and provide mentoring and support to ensure students receive proactive and consistent communication throughout their studies.

Working closely with the Head of Business Development Operations & Engagement, the role will also contribute to improving processes, identifying risks, and ensuring the delivery of a high-quality student experience.



Key Activities and Responsibilities

• Oversee the day-to-day operations of the Student Journey team, ensuring consistent delivery of high-quality outreach and student engagement activities.
• Supervise, coach, and support a team of approximately 10 Student Journey Co-ordinators to meet performance targets and KPIs.
• Conduct regular 1:1s, performance reviews, and team meetings to monitor progress, provide feedback, and encourage development.
• Monitor and report on team KPIs, ensuring effective completion of outreach campaigns and timely follow-up with students.
• Act as the first point of escalation for complex student cases or operational issues, resolving these within set parameters or escalating to the Head of Business Development Operations & Engagement where appropriate.
• Inbox management relating to student queries.
• Proactively support all colleagues in pursuit of the University's central objectives and values.
• Delivery of all department KPIs.
• Adhere to the universities admissions processes and regulations ensuring a clear audit trail for training and compliance purposes. 
• Review team data and activity reports to identify trends, risks, and opportunities for improvement.
• Analyse outreach and engagement performance to support informed decision-making.
• Prepare regular reports and updates for the Head of Business Development Operations & Engagement.
• Plan and allocate daily workloads and campaigns to ensure effective team coverage and timely completion of outreach tasks.
• Monitor attendance, call volumes, and workloads to maintain operational efficiency.
• Participate in or lead projects aimed at improving the student journey and departmental processes.

To be considered for the position: 

• Bachelor's Degree
• 3+ years of demonstrated experience managing medium sized high performing teams. 
• Experience leading an outbound in a high-volume call environment, similar experience from customer retention campaigns are desirable. 
  
• Excellent leadership and team management skills.
• Excellent standard of spoken and written English.
• Planning and organisational skills, particularly workflow management.
• Analysis & problem-solving capability.
• Well-developed written and verbal communication skills and interpersonal skills.
• Demonstrate enthusiasm and passion for delivering excellent service.
  
  

Work Arrangement

• Work Schedule: 8AM UK time (4:00 PM to 1:00 AM)
  
• Work Location: Robinsons Zeta Tower, C5 Road, Ugong Norte, Quezon City. The area is beside Opus Mall and across Tiendesitas and IPI Pasig. It is accessible from Ortigas CBD, Eastwood, C5 Road, and Rizal areas
• This is an on-site position for 4 months, with the option to transition to a hybrid work set up of once a week after successfully passing the 3rd month performance review.
• Target start date is December 1