Parent Fee Support Associate

Nova Pioneer is looking for a superstar Parent Fee Support Associate who will be based in Nairobi and its environs to serve our families in Tatu Girls and Tatu Boys Highschools.
This is an exciting opportunity to be a part of an innovative network of schools that is developing generations of innovators and leaders who will shape the African Century.
This is a mid level role with an immediate need to start the first week of November 2024!
  As a key member of our Tatu City High Schools campus family, you will serve as the first point of contact for our families, providing essential support and assistance.
Your responsibilities may also include supporting other campuses as needed, allowing you to adapt to changing circumstances.
Your primary focus will be promptly and courteously addressing all family inquiries via email and phone, especially regarding school fee payments and associated concerns.
Collaborating closely with the school, admissions, and finance teams, you'll ensure accurate updates to student account statements, facilitating timely fee collections for the school's operations.
Your role is crucial in maintaining positive relationships with our families and ensuring smooth financial transactions.
  ABOUT NOVA PIONEER Imagine a world in which every young person across Africa attends a school that truly sets them up for success in the 21st century.
A school that cares about individual students and allows them to explore the world around them.
A school that focuses more on developing skills than on memorizing content.
At Nova Pioneer, we have done more than just imagine this future, we are bringing it to life.
Nova Pioneer is a pan-African, independent network of schools offering high quality, accessible education from pre-primary through secondary school.
Nova Pioneer uses a unique, enquiry-based learning approach that encourages students to ask "why" instead of telling them the "what".
It allows them to form their own thinking through exploration, investigation and collaboration.
Nova Pioneer currently has 16 schools in South Africa and Kenya with a vision to launch 100 schools and reach tens of thousands of students across the African continent in the next decade.
To learn more visit www.novapioneer.com .
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.
HOW TO APPLY Does working at Nova Pioneer excite you?
If so, then apply now!
To apply, please complete the form on the right-hand side of this page.
We cannot process applications that are emailed to us.
Please note: Where a copy of your resume is required, you are encouraged to attach your resume in PDF format to protect formatting.
There are a series of stages in the Nova Pioneer interview process and candidates will be moved forward in the process depending on their success in the previous stage.
The process is as follows: Phone interview : a short conversation to understand your skills and experience a little better.
Practical demonstration of what you can do : you will complete a written task or a demonstration related to the role you are applying for.
In-person/ virtual interviews: at this point, you will visit one of our schools to meet the team and participate in a series of in-person interviews WORKING AT NOVA PIONEER Nova Pioneer is a place where our people experience tremendous growth, fast!
We invest heavily in the growth of our people because it leads to greater mastery in both us and our students.
"Novaneers" work harder and work longer hours than most schools but as a result, the growth they experience is extraordinary.
We offer consistent and ongoing personal development and provide clear career pathways that ensure that our people are always achieving their personal and professional best.
Nova Pioneer has a highly energetic, entrepreneurial environment where our people get to bring their creative and innovative ideas to life.
We look for people who are flexible and who are able to adapt and respond quickly to adversity with a positive, can-do attitude (there are no problems, only solutions!).
We welcome challenges and roll with the punches because it makes us, and our students, better.
There is no problem too big for us!
We work hard but we also have a lot of fun together.
We bring infectious energy and enthusiasm to everything we do because joy fuels the hardest work and learning.
Read more about our culture principles here .
  Nova Pioneer will never request an application fee from candidates.
If you are contacted with a request to pay a fee from someone claiming to be a Nova Pioneer Talent or Recruitment representative, please do not pay them and report it to us immediately on ****** or ****** .
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