Job Purpose
The School Administration Manager (European Section) is primarily responsible for overseeing comprehensive administrative support across the school, ensuring efficient operations and enhanced communication between school directors, academic departments, and parent. This role includes strategic leadership of the School Services team (European Section), management of academic and non-academic events, and coordination of communications. The Manager will also play a key role in supporting parents and students with non-classroom matters, aiming to improve the overall family experience and ensure effective resolution of inquiries and issues at a managerial level. A key focus of the role is establishing and nurturing long-term relationships with GESS families, providing them with exceptional customer service.
Key Accountabilities:
Team Leadership
· Leadership and Oversight: Oversee the School Services team, ensuring high standards of administrative support are maintained across the school. Directly manage task delegation and project assignments within the team.
· Strategic Support: Work closely with School Directors and the Head of School Services to develop and implement strategic administrative initiatives and SOPs.
· Senior Communication Role: Manage school-wide communication efforts to ensure consistency and clarity across all departments and sections in terms of SOP and community-wide messages.
· Advanced Complaint Handling: Take a lead role in managing and resolving complex complaints, escalating to School Directors or Head of School Services where necessary.
· Parent and Community Engagement: Serve as a senior point of contact for parents, enhancing family relationships and satisfaction with school operations.
· Performance Management: Evaluate and research new procedures to improve the family experience, coordinating feedback to and from other operational departments.
Support for the Director and Academic Department
· Provide comprehensive administrative support to academic departments, including managing calendars, scheduling meetings, and preparing documentation.
· Assist with the preparation and dissemination of internal and external communications, such as newsletters and school-wide announcements.
· Support the organization and execution of Parent Teacher Conferences, departmental meetings, and other academic events.
· Handle minute-taking during meetings and ensure accurate documentation of discussions and decisions.
· Manage the preparation of presentations, translations, and proofreading of academic documents.
· Coordinate and manage exam registrations and invigilation processes.
· Facilitate the booking of business trips for Directors and ensure all travel arrangements are in order.
Parent and Student Support
· Act as a point of contact for parents and students, addressing inquiries related to non-classroom matters such as school portals, invoices, and ID cards.
· Educate and assist parents with understanding school procedures and accessing relevant information.
· Manage and escalate complaints as necessary, ensuring resolution and customer satisfaction.
· Update and maintain the Parent Portal with accurate and current information.
· Process and manage student attendance records, early dismissals, late arrivals, and leave requests.
· Issue student and parent ID cards, lunch vouchers, and manage the lost and found items.
Communication and Coordination
· Facilitate effective communication between the school, parents, and students, ensuring timely and accurate dissemination of information.
· Support the coordination and organization of school events, trips, and enrichment activities.
· Collaborate with other departments to ensure smooth operational processes and adherence to school policies.
Responsibilities (Seasonal)
Examples include but are not limited to:
· Manage re-enrolment processes, including student contracts, withdrawals, and extensions.
· Assist with grade transitions, high school exam preparations, and the coordination of internships and enrichment weeks.
· Oversee the coordination and ordering of e-books and preparation of material lists.
Handle MOE exemptions for current students turning 7, and manage insurance and pigeon-hole allocations.
Additional responsibilities
· All other responsibilities and tasks as deemed appropriate by the line manager and functional line manager.
Knowledge and Experience:
· Diploma/Bachelor’s Degree in Business Administration or Business Management
· 5+ years proven experience working in an office environment
· Management experience preferred
· Previous experience of working in a customer service role
· Cultural understanding and previous experience of working at an international organisation with stakeholders of different nationalities and cultural backgrounds
· Experience working in a school environment is an advantage
Technical and Soft Skills:
· Excellent communication and inter-personal skills
· Calm and composed demeanor
· Problem-solving and multi-tasking skills
· Customer complaint handling and resolution skills
· Confident Microsoft Office and CRM database system skills
· Ability to quickly acquire knowledge and understand school operations, standards and work processes
