Operation Manager

**Job description**:
We are looking for inspiring, caring and reliable individual who are passionate about working with children I Can Read headquartered is in Singapore and is the leading English Enrichment brand for children in the region. We have had over 300,000 success stories in more than 200 Centres, spanning 15 countries and cities. Our success stems from utilizing the findings from our founder's 15-year Ph.D. study into the psychology of how students learn to read. I Can Read focuses on reading, but also provides students with the key Writing and Speaking skills they need to be successful in Primary School. The Operation Executive is in-charge of overseeing the administration and operations of all ICR Centres in Malaysia. Ensuring standard and SOP of ICR brand at high standard any point of time. Reporting to the Country Manager, you will be part of the Malaysian Management Team that is responsible for providing operations support and oversight I Can Read HQ Centres in Desa Park City (Flagship Centre for Malaysia).

**Responsibilities & Job Scope**:
**_ A) Standard Operating Procedures and Policies_**
- Work with Singapore HQ team to implement (adapt where necessary) and rollout existing and new Standard Operating Procedures and Policies for the territory.
- Work with Country Manager to draft, communicate and implement new policies.
Train new Centre staff and license owners on how to operate an I Can Read Centre.
- Train and support new staff and franchise owners on the use of the Centre Operations System (Cenopsys).
- Provide guidance and address issues, questions and queries when they arise at I Can Read Centres.
- Work with Management to perform Centre Audits and assist with the set-up of new I Can Read Centres.
- To conduct Centre Audits in existing centres as and when its necessarily.

**_B) Logistics_**
- Setting up fulfilment order and delivery cycles for I Can Read produced resources within the territory and ensuring that items delivered are billed on time.
- Work with Singapore HQ team to set up the most cost effective I Can Read resource fulfilment strategy for the territory which may include:

- Setting up fulfilment hub in the territory where justified.
- Qualifying local vendors to produce and supply I Can Read Centres within the territory at the best price/quality mix.
- Sourcing for the most cost-effective delivery mediums.

**_C) Sales_**
- Achieve the monthly/annual student enrolment and retention targets which are set by the management.
- Work closely with Centre executive to be on track to meet with overall Centre sales targets (new enrolment and retention).
- To join Centre executive on weekly meetings with teachers to discuss assessment volume updates and enrolment progress versus target as well as retention updates and any actions needed to reverse withdrawals.
- Schedule & lead weekly meetings with Centre executive & Teachers to understand the student’s progress, assessment marking as well as promotion of students.

**_D) Marketing_**
- Support Centre marketing events and support the HQ marketing department to plan and run events.
- Part of the team for special events, road shows and exhibitions for brand building and lead generation HR / Finance.
- Organize and propose any changes to the Centre operation manual guide, in the areas of sales, customer service and Centre operations management.
- Propose any areas of improvement / development for the Customer Service Executive and/or Teachers.
- Handle problems or grievances in the Centre.
- Establish key performance indicators for Customer Service.
- Ensuring full set of Monthly finance reporting by Centre is submitted and consolidated on the 8th of every month.
- Petty Cash & Utilities bills is consolidated and submitted to finance for reimbursement.

**_E) HQ Owned Centres_**
- Supervise and manage the Centre operations to ensure that the smooth running of the Centres.
- Source and negotiate on resources required by company and management.
- Set up maintenance regime and organise regular and ad-hoc maintenance works required to upkeep Centres and then, train Centre Staff to maintain this maintenance regime.
- Monitor and work along with Centre Executive in managing the daily operations of the learning Centre. Create a warm and comfortable environment for all staff, parents and students.
- Ensuring safety and cleanliness is upkeep in Centre.

**_F) Office Administration and Communication_**
- Advice and coach office administrative tasks for all ICR Centres within Malaysia.
- Working closely and to support Centre Representative from time to time.
Escalate issues to Management for timely response.
- Support Online class management and support Centres schedule changes from time to time.
- Ensuring Centre set up during festive celebration and occasions Support Country Manager in any other day-to-day administrative work.

**i) Working Hours**:

- Weekdays (Tuesday - Friday) : 10:00 pm to 07:00 pm
- Weekends (Saturday) : 09:00 am