ABOUT THE ROLE
Key responsibilities for the role include:
Collection on billing:
Primary responsibility is to ensure targets are met or exceeded for the collection of parent fees and levies, plus outstanding debt.
Manage the collections within agreed deadlines by coordinating, directing and prioritizing the activities of team members reporting to you
Develop and implement corrective approaches where collections fall behind target.
Stakeholder engagement
Family engagement - Communication
Role-model a positive, empathetic and professional attitude towards parents at all times and coaching team members to maintain appropriate customer-facing behavior at all times
School Leaders andSchool Teams
Ensure that school leaders for campus(es) you are responsible for are updated on their campus specific fee collection rates.
Ensure risk areas are brought to the attention of the school leader and remedies actively discussed and implemented in partnership
Ensure gating is conducted in a family centric manner and on time.
Parent Satisfaction
Ensure the team effectively communicates with families
Ensure parent queries are responded to within agreed timelines and intervene as necessary to maintain required service levels including modifications to processes and management of tracking systems (e.g. Zendesk)
Ensure records of customer interactions, comments, complaints and transactions are maintained
Act as first-line of escalation for parent engagement as required by team members who have a dotted line report to you.
Liaise with other teams to facilitate the expeditious resolution of parent queries and concerns.
Take steps necessary to respond to poor satisfaction rating and feedback received from families to ensure families concerns are addressed and improvements made to processes and systems.
Reporting & Communication
Produce monthly reports analyzing the collections of Nova Pioneer at a detailed parent level to inform credit risk mitigation actions and making recommendations to improve collection rates and reduce delinquency
Keep the respective school leadership team appraised monthly of their collections performance; particular parent complaints and other topics that may need School Leader support or intervention.
Maintain records on parent response rates on email and parent satisfaction for the team managed.
Track and update assigned databases and dashboards and ensure the accuracy of this data.
Business control environment
Recommend, implement and enforce internal controls across all areas of responsibility to ensure accuracy and timely delivery of the collection teams' responsibilities
Take ownership of the process to collect bad debt (relevant in each region) e.g. black-listing of past parents; implementation of external debt collectors etc.
Team management
Provide clarity, support and accountability to teammates assigned as dotted line reports to you on assigned projects.
Hold one on one weekly and feedback sessions with dotted line reports on assigned collaborative projects.
Set goals and track them throughout the year for collaborative tasks assigned to you and your dotted line report.
General
Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels
Maintain effective and productive working relationship with the finance and other department and contribute to activities to improve interaction and collaboration with finance teammates
Achieve and maintain proficiency with system and tools required to perform duties
ABOUT YOU
Skills, Experience & Qualifications required:
A Bachelor's Degree (in Business preferred)
CPA (K) or Finalist or its equivalent (ACCA, CA etc)
A minimum of 4 years of working experience.
Experience in a startup or in a company that gives you significant autonomy and responsibility
Results driven: goal-oriented, moves fast and take ownership of work.
Have strong project management skills: able to juggle multiple tasks and meet deadlines and targets.
Eager to learn and accepts feedback as a positive step to professional growth.
Excitement about our organizational culture—and in particular, be fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.
Ability to treat all confidential information with the utmost professionalism.