Job Objectives
As an integral member of the Management team, you will play a key role in partnering the leaders to deliver effective and efficient services to our clients. You are accountable for operational aspects of a sizeable group of Centres, ensuring quality care and education for children, accurate recording and submission of financials (i.e. collections/billings, expenses, payroll etc.), and achievement of financial targets. You will undertake coaching to ensure enrolment growth and retention of existing customers, applying rigorous, proactive cost controls, and incorporating active continuous improvement in quality of operations to show results in employee development and retention, delivering excellence in customer service and ensuring legal/licensing compliance.
Key Responsibilities
1) Operations
- Craft and executes operational plans that ensure the Company’s mission of delivering service excellence to families and children, in alignment with Company values.
- Actively leads team to effectively accomplish targets and objectives.
- Consistently meets or exceeds financial targets and all of Company and Centres’ goals, and continuously grows the business.
- Anticipates customer issues and together with team employs effective problem resolution skills and strategies.
- Responds quickly and satisfactorily to parents’/corporate clients’ request for information/assistance, feedback and complaints.
- Develops and maintains strong working relationships with Corporate Clients/Partners, ECDA officers, Community contacts and corporate personnel
- Monitor enrolment and withdrawal, and work with MarCom to develop and implement marketing plan to reach and exceed operational capacity in centers.
- Oversee and ensure accuracy of Centres’ fee collections/billings, payments, petty cash claims, payroll etc.
- Conduct regular visits and checks on Centre environment, curriculum implementation, minimize overstock of groceries, admin & financial records.
- Monitor and effectively manage any outbreak of contagious diseases, example HFMD.
2) Quality Audits & Analytics
- Monitor all forms of licensing and accreditations by relevant authorities such as but not limited to SPARK accreditation, ECDA Licensing and HMCCP.
- Plan and conduct regular coaching and internal assessments to ensure compliance with quality and industry regulatory requirements.
- Partners QA to compile, evaluate and report audit findings to senior management, and recommend appropriate corrective and preventive actions.
- Partners the relevant departments to support on-site audits conducted by external providers.
- Ensures compliance with all laws and licensing requirements, as well as Company policies and procedures
- Supports the research, design and development of quality initiatives to improve, enhance, innovate and/or introduce new approaches and programmes in quality excellence.
3) Capability Development
- Ensure effective onboarding for all new hires as part of their job induction.
- Coach centre leaders to identify training needs as part of the staff’s Individual Professional Development Map (IPDM).
- Mentor and coach centre leaders in the execution of their duties, honing their skills, and getting them ready for the occupation of their roles.
- Mentor and coach centre leaders and educators in quality excellence, improvement projects and initiatives.
- Collaborates with Departmental Heads and centre leaders to identify key areas requiring training and develop program requirements unique to each staff level in grooming identified performers for higher level positions
- Serves as a training and development resource person, promotes and advocates quality human development activities and projects at organizational level and outside the organization at industry level.
- Conducts/facilitates training, workshops, communication or briefings to equip all stakeholders with the knowledge, skills and understanding in SOPs and quality standard practices to meet quality standards.
- Monitor that all staff meets prescribed CPD hours and ensure training programs are within the allocated budgets.
- Maintain the department’s record systems, files, training materials inventory, and prepare periodic reports and summaries to keep Management apprised of training activities and results.
4) Other Areas
- Participate in the RFP (Request for Proposal) or tender process for any potential new business where appropriate, including the bid document, 3 the financial analysis of new project, terms and conditions and sales presentations to clients (where applicable).
- Develops and maintain strong working relationships with Corporate Clients/Partners, ECDA officers, Community contacts and corporate personnel.
- Develops and maintain professional working relationships with employees at all levels.
- Where required to assist/lead and/or manage assigned projects.
Job Requirements
- Minimum Bachelor degree in Early Childhood Care and Education, or equivalent
- At least 8 years of teaching and centre leadership experience combined
- In-depth understanding and knowledge of ECE centre operations
- Familiar with coaching/mentoring and training
- Strong communication skills, written and verbal
- Attention to detail with good problem analysis and solving skills
- Good interpersonal skills, able to work with all levels of staff and across Departments
- Able to work independently and in a team environment
