Deputy Head of Commercial Operations

Key Responsibilities

1. Act as Business Lead on cross-departmental commercial technology and improvement projects.
2. Establish and oversee key performance indicators (KPIs) for the department.
3. Develop and implement mechanisms to track and oversee cross-departmental workload and delivery.
4. Work with the Head of Marketing and Communications to ensure a joined-up approach to communications including the promotion of events and open evenings.
5. Work with the Strategic Director to understand organisational priorities and adapt operational delivery accordingly.
6. Plan and implement enrolment activities in collaboration with relevant stakeholders.
7. Manage and develop the College Information Team setting objectives monitoring performance and maintaining high professional standards.
8. Drive continuous improvement within the College Information Team to deliver an outstanding service to students and applicants acting as a first point of contact and contributing to a positive reputation for the college.
9. Develop and improve processes providing clear written guidance setting standards and ensuring a consistent approach to handling queries.
10. Ensure the College Information Team collaborates effectively with key stakeholders sharing accurate information in a timely manner to support query resolution.
11. Champion staff potential through development opportunities and the promotion of staff development days.
12. Ensure full compliance with GDPR and safeguarding guidelines across all team interactions.
13. Champion equality diversity and inclusion in line with the Colleges mission and values.
14. Work in partnership with Human Resources on recruitment and staffing activity.
15. Provide training and support to the extended telephony team setting clear guidance standards and expectations.

1. To contribute fully to the mission and values statement of the College Group ensuring its effective implementation in all aspects of College life.
2. To take proactive responsibility for Health & Safety to ensure that a safe working environment and safe working practices are always maintained.
3. To comply with the General Data Protection Regulations (GDPR).
4. To support cross-college activities as required the key enrolment and invigilation periods.
5. To review own professional development needs and to participate fully in future training and development.

Skills Knowledge and Expertise

1. Significant experience in a leadership or management role ideally within a college education or customer-focused environment.
2. Experience of working in a commercial setting/customer care focused environment
3. Proven track record of managing and developing teams to achieve high standards of performance and service delivery.
4. Experience in process improvement operational planning and implementing effective performance monitoring systems.
5. Experience of working collaboratively with multiple stakeholders including senior management marketing teams and HR.
6. Experience leading cross-departmental projects particularly involving technology or commercial operations.
7. Strong leadership and people management skills with the ability to motivate support and develop staff.
8. Excellent communication skills both written and verbal with the ability to present information clearly and professionally.
9. Strong organisational and planning skills with the ability to manage multiple priorities effectively.
10. Analytical and problem-solving skills with a focus on delivering practical solutions and continuous improvement.
11. Ability to establish and monitor key performance indicators ensuring targets are met and quality standards maintained.
12. Collaborative and approachable able to work effectively across departments and with external stakeholders.

Benefits