Assistant Head

**Job Description
The Assistant Head works closely within the Head to drive changes in alignment with leadership vision and direction. He/She is accountable for 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.

He/She also demonstrates results in employee development and retention, delivering excellence in customer service and ensuring legal/licensing compliance.

He/she partners with the Head to maximize business opportunities, operates with a sales and service mentality, and achieves business results.

**ROLE & RESPONSIBILITIES
**OPERATIONS
**1. Consistently executes operational plans that ensure the company’s mission of delivering service excellence to families and children, in alignment with Company values.

2. Actively leads Principals to effectively accomplish targets and objectives.

3. Consistently meets or exceeds financial targets and all of Company and Centres’ goals, and continuously grows the business.

4. Partners with Marcom in marketing efforts towards increasing leads and enrollment.

5. Proactively makes oneself known to customers and engages on a regular basis to gather level of satisfaction.

6. Anticipates customer issues and together with Principal employs effective problem resolution skills and strategies.

7. Responds quickly and satisfactorily to parents’/corporate clients’ request for
information/assistance, feedback and complaints.

8. Compile and analyse customer survey results, draw out key customer issues and propose recommendations.

9. Develops and maintains strong working relationships with Corporate Clients/Partners, ECDA officers, Community contacts and corporate personnel.

10. Conducts systematic analysis of Centre’s key performance indicators (operational and financial results) - evaluates, assesses, determines course of action, proactively guides Principals, and improves Centre’s results.

11. Monitor enrolment and withdrawal, and work with Principals and Marcom to develop and implement marketing plan to reach capacity in centers, for childcare services and optional programs.

12. Oversee and ensure accuracy of Centres’ fee collections/billings, payments, petty cash claims, payroll etc.

13. Conduct regular visits and checks on Centre environment, curriculum implementation, minimize overstock of groceries, admin & financial records.

14. Monitor and effectively manage any outbreak of contagious diseases, example HFMD.

**ANALYTICS
**1. Compile and analyse key business metrics such as new enrolments, withdrawals, outbreak of contagious diseases, example HFMD.

2. Monitor occupancy growth, enrolment & withdrawal for childcare services and enrichment programs.

3. Monitor retention of existing customers, recommending proactive solutions to enhance customer experience.

**QUALITY AUDITS
**1. Monitor all forms of licensing and accreditations by relevant authorities such as but not limited to SPARK accreditation, ECDA Licensing and HMCCP.

2. Support in crafting of quality assurance instruments, policies and procedures.

3. Plan and conduct audit inspection of centres and its offerings to ensure conformance to with quality and industry regulatory requirements.

4. Evaluate audit findings, prepare reports to communicate outcomes of quality activities to senior management, recommend and implement appropriate corrective and preventive actions.

5. Coordinate and support on-site audits conducted by external providers.

6. Document internal audits and other quality assurance activities.

7. Review the implementation and efficiency of quality inspection audit instruments.

8. Ensures compliance with all laws and licensing requirements, as well as Company policies and procedures.

**TALENT & CAPABILITY DEVELOPMENT**
1. Coaching of Principals on performance management, talent/career development issues and processes.

2. Providing guidance on continuing professional development for Principals and their teams.

3. Providing in-house training for Principals and their teams in centre operations and SOP related areas.

4. Implementing the training and development agenda, identifying areas that need attention and improvement and maintain the ECE Total Company Training Plan.

5. Partner with the Human Resource team to deliver a comprehensive HR service to the business.

6. Partners with Principals to develop strategies to develop and retain staff.

7. Ensure Principals conduct staff induction program.

8. Holds Principals accountable for managing the performance of his or her teams.

9. Work with the Principals to oversee employee relations, including managing absence, disciplinaries, grievances and sickness.

10. Responsible to maintain adequate centre staffing levels in line with ECDA requirements at all times.

11. Manage the staff welfare and training budgets.

**OTHER AREAS**
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