Job Title: Admission Manager - The British International School of Kuala Lumpur
Location: Kuala Lumpur, Malaysia
Reporting To: Director Marketing & Admission
The British International School of Kuala Lumpur (BSKL)
In an increasingly competitive market, BSKL is one of the of the best international schools in the city and continues to be a top international school of choice for both expatriate and local families.
BSKL has over 1,000 students covering Early Years, Primary and Secondary, including Sixth Form. It follows a globally respected curriculum based on the English National Curriculum, and thinks beyond traditional education to transform learning.
In 2016 BSKL was graded as excellent in all areas of educational provision by the Independent Schools Inspectorate; a result that is comparable to that of many top UK independent schools and is unprecedented in Malaysia.
About the role
As a Admission Manager of the Department You will be responsible for creating an outstanding experience for parents and students through the Purchase phase of the Parent Experience Journey (PEJ), as families progress from initial enquiry through to and including the child’s first day at school, thereby maximising the conversion of leads into new starters.
Guide parents and students through the admissions process, making the experience positive, straightforward and engaging throughout.
- Ensure timely communication, responding to all parent contact within 24 hours during the working week.
- Ensure high quality communication: written and verbal language, structure and consistent attention to detail.
- Maintain high levels of warmth and enthusiasm throughout all communications.
- Ensure that each family experiences key ‘magic moments’ throughout their journey, from enquiry to enrolment / induction that are customised to their circumstances and memorable.
Build an understanding of each family’s needs and interests throughout the Parent Experience Journey.
- Get to know families through great questions and active listening.
- Always be curious - identify what each parent and student needs – then personalise and tailor your offer accordingly.
- Deal effectively with objections and be responsive to buying signals.
- Build empathy and rapport with families.
- Support the MAC team through attendance at school recruitment events.
Drive conversion at each stage of the pipeline by maintaining a focus on ‘closing’ towards the next step.
- Deal with new enquiries effectively and convert the enquiry to a visit to the school.
- Conduct individual and group tours of the school, making them as personal as possible and convert families to make an application.
- Facilitate the application and assessment process in a straightforward and efficient way to convert families to enrolment.
- Facilitate any remaining enrolment requirements and maintain continued contact to convert enrolled families into new starters.
- Support families in their induction and orientation to ensure a positive start at their new school.
- Follow up with leads at all stages of the pipeline that have become unresponsive to reignite their interest. Follow best practice in timing this communication.
- Close out unresponsive leads in a timely fashion, always leaving the door open for the conversation to restart.
Ensure that the school’s brand and core messages are integrated throughout the Purchase process.
- Articulate in a compelling fashion the school’s USP and proof points.
- Advocate the value of being part of the Nord Anglia family.
- Link what parents and students need to our unique offer.
- Bring to life our global collaborations and educational assets to meet the needs to each family and student.
Support the school DAM throughout the re-enrolment process to optimize the retention of existing students and families.
- Support the school SLT in refining the list of families eligible for re-enrolment.
- Work with the school SLT and DAM to identify high risk families and put in place mitigation strategies to minimize the risk of these families not re-enrolling.
- Work with Marketing & Communications to optimize the nurturing of existing families with regard to the re-enrolment process.
- Manage the re-enrolment process for families with the aim of making the process as straightforward as possible.
- Work with other relevant functions across the school to efficiently manage the contracting and finance aspect to the re-enrolment process.
Ensure the school’s admissions processes adhere to any group policies and local market regulations.
- Maintain an up to date understanding of group-wide admissions policies and processes.
- Understand any local regulatory requirements and ensure these are implemented at each stage of the admissions process.
- Manage data capture and lead management through iSAMs currently and our CRM system when this launches.
- Ensure that all new leads are entered into iSAMs / CRM within 24 hours during working week.
- Ensure that lead statuses, notes and personal details are kept fully up to date at all times and after each and every communication with prospective parents.
- Ensure the school adheres to NAE business rules in relation to data capture and management.
Work with the DAM to review school enrolment data, identify opportunities and risks and develop plans to unlock and mitigate.
- Support the DAM in reviewing lead velocity throughout the pipeline and conversion rates against past performance.
- Support the DAM in reviewing regional / group benchmarks and help identify opportunities for improvement or risks to mitigate.
- Support the DAM in reviewing lead sources, nationalities, industries and age groups to assist in best targeting future growth opportunities.
Provide appropriate leadership, coaching and best practice sharing to other members of the Admissions and wider school team.
- Provide supportive and focused leadership to enable the Admissions Officers to reach their individual, team and school goals.
- Act as a role-model to other members of the Admissions Team and coach the best from them.
- Support the DAM to develop a culture where the school engages as one and works to ensure admissions is a whole school responsibility.
- Contribute to the sharing of best practice in admissions across the Admissions team, region and group.
Take a proactive approach to personal development planning using company toolkits and procedures as appropriate.
- Take ownership for personal development and works with DAM to develop and implement a focused and straightforward Personal Development Plan.
- Take ownership for requesting feedback from others in a timely fashion.
- Provide both constructive and appreciative feedback both unprompted and when asked.
Philosophy and values:
We are ambitious for our students, our people and our family of schools. We believe that:
- There is no limit to what every person can achieve.
- Creativity and challenge help us get better every day.
- Learning should be personalised.
- Unique global opportunities enhance the learning experience.
Promote and adhere to the Company Vision and Values:
- Opportunity - For us, opportunities need to be meaningful, about achieving potential and making progress.
- Impact - For us, impact is about making a difference. It needs to be immediate, positive and lasting.
- Leadership - For us, leadership is about considering the team’s needs as well as your own, setting inspiring examples, being supportive and showing real accountability and responsibility.
- Respect - For us, respect is about listening, being inclusive, showing tolerance and getting the little things right
Each individual must ensure that they meet their statutory responsibilities and Company policies with regard to Health and Safety, Equal Opportunities and other relevant legislation and undertake any other appropriate duties as allocated by the Principal.
- Promote and embodies The CORE 7 Leadership Capabilities:
- Accountable – Establishes a high performing culture and accepts accountability for organisational performance.
- Strategic – Leads opportunity and is committed to continuous improvement aligned with the organisational vision and direction
- Collaborative – Works collaboratively with others to achieve organisational outcomes
- Entrepreneurial – Creates organisational value for diverse stakeholders and achieves commercial success
- Enabling – Drives excellence through valuing and developing others
- Agile – Achieves personal and organisational success within a changing, dynamic and complex environment
- Resilient – Demonstrates personal resilience within a demanding environment of high expectations
- A commitment to safeguarding and promoting the welfare of all pupils.
- Willingness to undertake appropriate child protection training when required
All post holders in regulated activity (having regular unsupervised contact with children) are subject to appropriate national and international vetting procedures including satisfactory criminal record checks from both Country of residence/birth and any Country of residence within the last 10 years.
If the opportunity to work in a progressive school in a culturally-rich and dynamic city excites you, please send us your application.
Applications must be submitted via the school website.
The closing date for applications is 3.00 pm on the 16th July 2020. Early applications are strongly encouraged
Nord Anglia Education schools are committed to safeguarding and promoting the welfare of children. Applicants must be prepared to undergo stringent child protection screening, including references and checks with past employers, and an enhanced DBS.
At Nord Anglia Education, we work every day to inspire our students, schools and employees to be the best they can be and we are ambitious for them all to achieve more than they thought possible in their personal, social and academic endeavours. Within our family of schools, this aspiration is underpinned by a commitment to always act with respect, integrity, openness and courage. These qualities are the foundation of how we approach our work and roles within Nord Anglia Education and are shared by everyone in our global family.