Operations Lead: Office of the Registrar

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Reference: 10779/FN/29102018

The mandate of Education Operations is to ensure that the education product and services delivered to our customers meet their needs, and that the resources, processes and systems required to do this are optimised in line with a goal of managing scalable and efficient growth to maximise profit for GetSmarter over time.

Our Office of the Registrar (OR) Operations Lead:

Is the person responsible for allocating and overseeing resource and capacity planning, scheduling and ensuring effective process and workflow improvements and integration within the Office of the Registrar.

This is a service provider role that requires the demonstrated ability to balance multiple projects and priorities with excellent attention to detail.  The Operations Lead support the Office of the Registrar is someone who has a unique blend of experience who:

  • Will roll up their sleeves and take ownership of the operational efficiencies, structure, improvements, and development in the Office of the Registrar.
  • Will advise on operational improvements across the Education Division.
  • Has experience in creating and improving processes.
  • Proven experience with continuous improvement theory and application is advantageous.
  • Can create systems requirements documents.
  • Is technically- and analytically-minded, with a minimum 2-year experience with an LSM (preferably Moodle) and CRM (preferably SalesForce) systems.
  • Has experienced in a supply chain environment.
  • Is an effective communicator who is comfortable juggling multiple interests in a fast-growing, ever-changing organisation.  


Key responsibilities

  • Consistently and clearly communicate business processes and structure to the internal team.
  • Create and implement processes and operational efficiencies which:
    (1) Impact key OR organisational metrics  (certification SLA, and XX), and
    (2) Increase operational efficiencies to enable courses and the Registrar’s team to scale quickly and effectively
  • Support continuous process improvement by identifying and leading key projects as identified by the Ops and Quality Forums.
  • Manage the integration of, and updates to, GetSmarter systems such as Salesforce, Aramex and ORMS. ).
  • Responsible for scheduling, effective resource utilisation and capacity planning for the Office of the Registrar teams through the use of appropriate workflow management tools in line with updated business and schedule forecasts. This would include providing real-time visibility of workload challenges, maximising resource efficiency through optimisation to ensure customer service deliverables and SLs are met across all country/university verticals.
  • Support daily, weekly and monthly reporting and analysis of KPIs for the Office of the Registrar.
  • Manage resource planning and allocations across all OR functions in close collaboration with the relevant functional lead.
  • Owns process improvement by creating/simplifying processes that enable a better student experience.
  • Lead and manage cross-department initiatives, implementations, and overall operational improvements with key operational leaders and stakeholders.
  • Work closely with operational leads in the other ED departments to ensure alignment and support division-wide process improvement projects.
  • Proactively identify projects/processes requiring analysis and bring these to the Operational Forum where applicable
  • Serve as an escalation point for operational questions and initiative management as they relate to the Office of the Registrar.
  • Handle additional operational and administrative tasks as needed.
  • Directly manage a team of administrators to ensure ongoing support and availability to students
  • Act as Project Manager/Lead on pre-identified quarterly ED priority projects.
  • Perform data analysis and compilation for process improvement, tracking, and reporting purposes, including department-wide metrics, in order to maximize efficiency & productivity.
  • Assist with training initiatives and change management in OR when new processes, strategic changes or systems are implemented.
  • Do regular capacity assessments to inform up-to-date capacity planning. This includes audits of Freshdesk tickets, VOIP call records and Acumatica timesheets where applicable.
  • Understand and document drivers per team to inform effective, data-informed capacity planning.
  • Audit existing rhythms to remove inefficiencies, including
    • Ensuring meetings are not held unnecessarily
    • Outcomes are documented
    • Outcomes are actioned
  • Obtain data that OR leads have said will help them to gain efficiencies in their functions (eg to assist with advance planning,
  • Analyse OR team structure and assist with ensuring functions scale responsibly
  • Understand all relevant stakeholders in the student journey, key metrics, and important collateral
  • The person responsible for creating visibility into the OR Functions across other departments and functions.

Job Requirements

  • 2 years with experience in Systems and/or Operations
  • Ability to work under pressure and to tight deadlines
  • Experience with CRM systems (preferably Salesforce)
  • Experience with Moodle
  • Great communication and interpersonal skills
  • The ability to win others over
  • Excellent attention to detail
  • Great team player
  • Strong decision making skills
  • Passion for learning
  • Strong leadership skills
  • Focused on achieving defined results, and exceeding goals and objectives
  • Enthusiasm and the ability to thrive in an atmosphere of constant change


What you'll get from us:

  • A high growth company that is rapidly emerging as a leader in the South African Edtech space
  • Continuous training with opportunities for professional development
  • A deep commitment to fostering a great work-life balance
  • A huge support system

GetSmarter offers a comprehensive benefits package:

  • Subsidised medical aid
  • Subsidised healthy meals and in-house canteen
  • Subsidised  in-house biokineticist
  • Free gym
  • Generous paid leave policies
  • Free enrollment in two GetSmarter-powered online short courses annually
  • Continuous professional development
  • Fun theme days and spontaneous activities planned by our culture squad