Pearson VP, Student & Partner Services in Toronto, Ontario
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The Vice President manages of Student and Partner Services is a member of the POLS leadership team. This position directs the operations of Student and Partner Services, formulates strategic plans, implements new initiatives, manages daily operations related to shared services and launches, and manages expenses and budgets for the assigned teams. Working in a cross functional environment, the Vice President will lead the operations to provide timely and effective student retention services and high student retention for all academic programs. This position also leads the management and delivery of value-added services to partners, such as learning design. This position will also guide and lead the overall best practices for student support and administrative practices to operational business units and their university partners to ensure high student and Academic Partner satisfaction. This role has shared responsibility for the Academic Partner P&L and partners closely with the SVP Marketing & Learner Acquisition and the VP Partner Success.
Specific duties and responsibilities include, but are not limited to, the following:
Provide leadership for the Student and Partner Services function, including budget, planning, production, hiring, staffing, training, performance management, compliance with industry regulations and recognition.
Define and execute strategy and tactics for effective student retention across our online programs.
Define and execute strategy for learning design, and other partner services
Optimize efficient operations with shared best practices
Effectively partner with our Partner Account Directors and functional teams to ensure alignment of strategies to support students to graduation.
Support productive communication with our current and prospective academic partners.
Support the organization by acting as a subject-matter expert as needed in existing and new business and services.
Designs and implement reporting to provide increased transparency into daily operations relating to revenue, student persistence, performance of staff to key metrics, etc.
Participate in influencing process and implementing best practices during new program launches or with existing partners.
Collaborates with colleagues across POLS to execute the new program launch process
Operationalize new initiatives (International, Undergraduate, Transfer Credit Services, Process to Improve Admissions Decision turnaround)
Monitor and analyze departmental results and provide strategic recommendations for performance improvements.
Provide leadership to employees including employee motivation initiatives and effective resource allocation.
Provide regular updates concerning retention pacing to objectives.
Provide the team with tools to ensure accurate forecasting.
Collaborate with functional leaders to implement cross-functional improvement/strategic initiatives.
Responsible for continuous learning in the area of student retention.
Ensures teams have up to date and accurate Standard Operating Procedures.
Model the company’s core values.
Other duties as assigned.
4-year degree from an accredited institution OR appropriate combination of experience and education (Master’s degree preferred)
Minimum of 8 years in customer service and 5 years in large team supervision.
Proven track record of sound decision making.
Excellent leadership, negotiation, communication (written and oral), presentation, planning and organizational skills.
Exceptional time management skills.
Has the ability to transfer knowledge and skills to the team through constant training and support.
Ability to identify and propose new tasks and procedures.
Demonstrated ability to take the lead and work against resistance to accomplish goals.
Strong communication skills – both verbal and written
Experience in managing large teams and managing resources accordingly
Strategy Planning, Implementation and Budgeting experience required
Must have the ability to perform non-local travel up to 20%
Job: LEARNING DELIVERY
Organization: Virtual Learning
Req ID: 2427
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