Centre Director

**Job Summary**

Reporting directly to the Director of Operations, the Centre Director is responsible for overall operations concerning his/ her
individual Language Centre. Specifically, the Centre Director is responsible for promoting and maintaining an atmosphere
conducive to a pleasant work environment for employees and a pleasant study environment for students. The Centre Director is
responsible for developing and implementing customer service and sales activities that will result in growth at the Centre and
ensuring that the Centre’s enrollment is operating at capacity. In addition to the above, the Centre Director is also expected to
contribute and assist in additional duties related to the business of ELS Language Centres, Malaysia and its holding company.

**Job Duties**

The Centre Director is specifically responsible for performing the following duties:
**Entrepreneurial orientation (Responsible for overall budget ownership)**
- Analyze profitability, revenue, and margins
- Develop and meet KPI targets and other financial goals developed alongside Director of Operations
- Propose innovative business opportunities to increase revenue or decrease costs

Communication and organizational skills
- Ensure that the company’s policies and procedures are followed
- Submit required reports and data as requested
- Manage financial center controls
- Ensure that center funds and property are secure and accounted for
- Manage communication with sales directors/counseling agents and local referral sources

**Customer orientation**
- Develop and maintain strong links and relationships with stakeholders (incl. government agencies, partner universities or

landlord)
- Coordinating student services, including certificates and reports, student activities and student counseling
- Further develop and implement quality student service offerings
- Develop quality student services that build community, drive and manage an agreed
- upon retention % within the centre and implement company retention and returners strategies

**Managing change**
- Initiate and/or develop center plans and processes related to ELS’s core strategic priorities
- Ensure that the center is known and respected by the university community, industry peers, and referral sources by doing

center-specific outreach
- Deploy appropriate change management techniques as needed

Strategic thinker
- Develop center plans specifying goals, strategy, staffing, scheduling and identification of risks, contingency plans and

allotment of resources (e.g. Business Plan)
- Continually define ways to increase customer satisfaction and maintain lasting stakeholder relationships.
- Fostering team work (Manage, motivate, discipline, mentor and lead the team)
- Ensure rigorous performance management of team, with regular individual and team reviews
- Lead, mentor and guide all staff
- Promote good personnel relations and compliance with Human Resources policies and manage staff in a fair and

professional manner
- Recruit, train and retain qualified staff
- Assign duties and responsibilities and scope of authority to staff
- Provide opportunities for people to learn to work together as a team. Recognise and encourage behaviors that contribute to

teamwork
- Promote activities that result in center growth; work with various ELS departments for promotional activities resulting in

center growth
**Other**
- Promote and maintain a safe place to work, a clean and attractive atmosphere.
- Ensure compliance to all regulatory requirements, State and Federal laws.
- Ensure the quality of the academic program and adherence to instructional standards
- Ensure that materials used are updated and professional in nature
- Perform other duties as necessary or assigned

**Standards of Performance**

The standards of performance for the Centre Director are met when: (To insert the exact KPIs established for student survey,
student retention, etc.)

1. Student survey results equal or exceed franchise-wide average on the Student Services and General Satisfaction
categories or, if not, improvement is made over the preceding year’s results. Action plans for the improvement of those
items which do not meet franchise-wide averages are developed and implemented.

2. Student survey results equal or exceed franchise-wide average on the Academic Program categories or, if not,
improvement is made over the preceding year’s results. Action plans for the improvement of those items which do not
meet franchise-wide averages are developed and implemented.

3. An annual sales plan is submitted to the Director of Operation of the franchise by December 15 of the preceding year
for review and approval, and 90 percent of the activities are completed on time

4. Policies and procedures are followed in hiring, orienting, and evaluating personnel. All local employment laws and
regulations are complied with.

5. The Centre Director manages the Centre so as to be responsive to the needs of employees.

6. Sc