Role Purpose
The Operations Manager will take responsibility for the day-to-day operational effectiveness of Eklingji Limited.
The role connects student counselling, admissions, university partnerships, marketing, finance administration, compliance, technology and business-development activity so that students receive a consistent service from first enquiry through enrolment and arrival.
The successful candidate will build reliable processes, monitor team performance, improve service standards and ensure that applications, partner commitments and compliance obligations are completed accurately and on time.
Key Responsibilities
- Manage the day-to-day operations of the London office and coordinate remote or international operational activities.
- Develop, document and maintain standard operating procedures covering enquiries, counselling, applications, offers, deposits, enrolment and post-arrival support.
- Allocate student cases and monitor workloads across advisers and admissions staff.
- Maintain service-level standards for enquiry response times, application turnaround and follow-up.
- Oversee CRM accuracy, case-management records, document controls and operational reporting.
- Coordinate admissions, marketing, partnerships, finance, IT and business-development teams.
- Monitor application pipelines by country, institution, intake, course and adviser.
- Establish quality-control checks before applications and supporting documents are submitted.
- Monitor student complaints, escalations and service-recovery actions.
- Support management with budgets, supplier relationships, contracts and operational expenditure.
- Maintain appropriate records relating to partner institutions, commissions and invoices.
- Introduce controls to reduce missed deadlines, duplicate records and incomplete applications.
- Support preparation for university partner reviews and compliance checks.
- Ensure staff understand data-protection, confidentiality, safeguarding and ethical recruitment requirements.
- Escalate regulated immigration matters to appropriately authorised advisers.
- Recruit, induct, train and supervise operational staff where required.
- Produce weekly and monthly operational performance reports for management.
- Identify automation and technology opportunities that improve efficiency without compromising student service.
Performance Measures
Success will be measured through application accuracy, turnaround times, student satisfaction, conversion performance, CRM data quality, partner feedback, complaint resolution, deadline compliance and overall operational efficiency.
Essential Requirements
- Relevant degree or equivalent professional experience.
- Experience managing operations in education, professional services, student recruitment, admissions, consultancy or a comparable service business.
- Strong people and workflow-management capability.
- Excellent organisational and problem-solving skills.
- Ability to manage competing deadlines and high-volume casework.
- Strong written and verbal communication skills.
- Confidence using CRM, productivity and reporting systems.
- High standards of confidentiality and professional integrity.
Desirable
Experience in international student recruitment, university admissions, higher education, education agencies or overseas-study consultancy.
Employment & Compliance
Employment is subject to satisfactory right-to-work and reference checks. Eklingji Limited is committed to equal opportunity recruitment and reasonable adjustments for disabled candidates.