Operations Assistant Manager/Manager

Job Objectives

As an integral member of the Management team, you will play a key role in partnering with leaders to deliver effective and efficient services to our clients. You are accountable for the 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 execute operational plans that ensure the Company's mission of delivering service excellence to families and children, in alignment with Company values.
• Actively lead the team to effectively accomplish targets and objectives.
• Consistently meet or exceed financial targets and all of Company and Centres' goals, and continuously grow the business.
• Anticipate customer issues and employ effective problem resolution skills and strategies.
• Respond quickly and satisfactorily to parents'/corporate clients' requests for information/assistance, feedback, and complaints.
• Develop and maintain 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 a 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, and minimize overstock of groceries, admin & financial records.
• Monitor and effectively manage any outbreak of contagious diseases, such as HFMD.

2) Quality Audits & Analytics

• Monitor all forms of licensing and accreditations by relevant authorities such as SPARK accreditation, ECDA Licensing, and HMCCP.
• Plan and conduct regular coaching and internal assessments to ensure compliance with quality and industry regulatory requirements.
• Partner with QA to compile, evaluate, and report audit findings to senior management, and recommend appropriate corrective and preventive actions.
• Collaborate with the relevant departments to support on-site audits conducted by external providers.
• Ensure compliance with all laws and licensing requirements, as well as Company policies and procedures.
• Support 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 preparing them for their roles.
• Mentor and coach centre leaders and educators in quality excellence, improvement projects, and initiatives.
• Collaborate 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.
• Serve as a training and development resource person, promoting and advocating quality human development activities and projects at the organizational level and outside the organization at the industry level.
• Conduct/facilitate 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 meet 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, financial analysis of new projects, terms and conditions, and sales presentations to clients (where applicable).
• Develop and maintain strong working relationships with Corporate Clients/Partners, ECDA officers, Community contacts, and corporate personnel.
• Develop and maintain professional working relationships with employees at all levels.
• Assist/lead and/or manage assigned projects as required.

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.

Skills: Coaching, Childcare, Licensing, Budgets, Leadership, Verbal Communication, Interpersonal Skills, Inventory, Early Childhood Education, Problem Solving, Written Communication, Reliability, Communication Skills, Team Player, Regulatory Requirements, Service Excellence, Research Design, Audit, Able To Work Independently.

Experience: 7.00-10.00 Years