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Associate Director of Admissions
The Associate Director of Admissions is responsible for the management of the overall performance of the team along with being the coach, motivator, and mentor of a team of 20 or more. The goal of the ADOA is to instill a sense of team responsibility, team leadership, and ultimately improve the student start and retention rate through quality customer service, team performance, and follow up. An integral part of the ADOA position is to coach the Team Leaders and ensure the skill development of the team.
Typical activities for an Associate Director of Admissions include:
· Manages Admissions Advisors and ay-to-day Admissions activities.
· Coaches and ensures the skill development of the team.
· Uses his/her expertise to coach team members and ultimately increase the teams overall conversion and start rates.
· Provides ongoing training for all team members.
· Schedules lead distribution to Advisors.
· Implements and monitors student follow up procedures.
· Ensures Advisor accuracy with regard to student status changes in the CRM.
· Motivates and supports team members.
· Keeps team tracking boards up-to-date and accurate.
· Uses metrics to analyze and improve team member production.
· Maintains communication with management.
· Provides feedback necessary to improve the student start process.
· Achieves team performance standards and leads the team in the accomplishment of meeting assigned goals.
· Knows, maintains, adheres to and complies with all applicable corporate policies, state and federal regulations and follows all Standard Operating Procedures.
· Maintains knowledge of programs offered and takes responsibility for keeping current with program changes and new programs offered.
· Participates in programs for self-improvement and professional development especially as it relates to coaching.
· Facilitates inter-departmental communications to help create a positive, team-oriented atmosphere.
· Performs all interactions with the highest level of customer service and professionalism.
· Performs various other duties as assigned by Management.
Experience Required:
· Bachelor's degree from an accredited school required. Note: Internal candidates must either (1) possess an associate's degree from an accredited school and (2) be currently enrolled in an accredited bachelor's degree program, or be currently enrolled in an accredited bachelor's degree program.
· Positive support regarding managerial decisions.
· Product and procedural knowledge
· Positive attitude and willingness to help others
· Successful managerial experience of at least 2 years
· Capable of accomplishing multiple tasks within specific periods of time
· NOTE: Internal candidates are expected to have successfully completed the Emerging Manager management development program and need to have achieved goal for at least two full cycles in a row and achieve aggregate goal for the current year.
Position Requirements /Scope of the Job/ Skills Required:
· Must be able to work at least two evenings per week and periodic weekends if necessary
· Ability to answer complicated Admissions questions accurately and in detail
· Ability to deliver outstanding customer service by telephone, e-mail, and other media
Measurement of Success:
Associate Director of Admissions will be evaluated based on (a) ability of individuals and team to meet established performance metrics; (b) ability to produce daily and weekly team tracking reports on time and accurately (c) ability to coach, train and use coaching tools provided during training; (d) ability to work effectively leading a team, both within and across Kaplan University departments; (e) team retention; and (f) attitude and enthusiasm
