We are looking for a dynamic and experienced Centre Manager to own the end-to-end performance of a single branch centre — overseeing admissions, staff, client and parent servicing, academic operations, inventory, and revenue targets for that centre. The Centre Manager leads a multi-functional team of Admissions, Service, Academic, and Support staff, drives centre-level growth, and ensures every client and parent engagement reflects the company's operating and quality standards. The Centre Manager is directly accountable for achieving the revenue and enrolment targets set by management for the centre.
KEY RESPONSIBILITIES
Centre Operations & Service Delivery
- Manage the day-to-day operations of the centre across admissions, service, and academic functions.
- Review the daily service schedule for the centre and allocate the resources accordingly.
- Oversee daily opening/closing procedures, cleanliness, safety, and equipment readiness of the centre.
Admissions & Enrolment Management
- Lead and supervise the centre's admissions activity, ensuring timely follow-ups, counselling, and conversion of leads into enrolments.
- Set daily, weekly, and monthly admissions targets for the centre team and monitor performance through regular reviews.
- Mentor the admissions team to maintain high-quality interactions with parents and students.
- Coordinate with the Marketing team to generate quality leads and to plan and execute centre-level social media posts and promotional content.
Team Leadership & People Management
- Lead, mentor, and support the Admissions, Service, Academic, and Support team at the centre.
- Set individual and team targets aligned to centre goals and track progress monthly.
- Conduct one-on-ones, coaching sessions, and periodic performance evaluations.
- Identify skill gaps and coordinate training and upskilling with HR.
- Support recruitment and onboarding of new centre staff.
Client & Parent Relationship Management
- Own the client relationship through onboarding and ongoing service support at the centre.
- Oversee timely handling of parent queries and escalations by the team, ensuring effective resolution.
- Coordinate with schools/institutional clients to resolve operational and service issues.
- Personally intervene on escalated client or parent issues that risk the relationship or renewal.
- Build strong relationships with parents and clients to enhance satisfaction, trust, and long-term engagement with the centre.
- Ensure a consistent, high-quality experience across every client and parent touchpoint.
Academic & Class Operations Management
- Oversee the planning and execution of regular classes, workshops, and special programs at the centre to ensure smooth delivery.
- Coordinate with trainers and academic staff to align schedules, resources, and learning outcomes.
- Monitor class quality and student engagement, ensuring a positive and high-impact learning environment.
Centre Growth & Revenue Management
- Achieve the centre's revenue as set by management.
- Review the centre's enrolment and renewal pipeline weekly, and drive corrective action where targets are at risk.
- Support key account negotiations and escalated commercial discussions.
- Identify opportunities for account expansion and new institutional partnerships within the centre's catchment area.
Cross-Functional Coordination
- Plan, assign, and track tasks across centre functions including academic, operations, admissions/marketing, and customer support.
- Ensure inter-departmental collaboration for events, campaigns, and special projects at the centre.
- Conduct regular coordination meetings to align goals, timelines, and responsibilities among centre teams.
Inventory & Resource Management
- Monitor centre-level spares, consumables, learning materials, and equipment health.
- Coordinate with Procurement and Tooling teams for stock replenishment and repairs.
- Track recurring equipment failures and flag patterns for root-cause resolution.
- Maintain accurate inventory and asset records for the centre.
Compliance, Safety & Quality
- Ensure compliance with safety, quality, child safeguarding, and company operating standards at the centre.
- Conduct periodic safety and quality walkthroughs of the centre.
- Close out compliance and audit observations within agreed timelines.
Reporting & Administration
- Prepare and present centre performance reports (P&L, utilization, admissions, retention, NPS/CSAT, parent feedback) to senior management.
- Consolidate monthly performance data with variance analysis and corrective action plans.
- Manage the centre budget and track spend against plan.
- Analyse data to identify operational gaps and recommend process improvements.
Vendor & Partnership Management
- Manage vendor relationships and local partnerships (schools, government bodies, distributors) relevant to the centre.
- Review and renew local vendor/distributor agreements with Procurement and Legal.
- Represent the company in engagements with local education boards and government bodies.
REQUIRED SKILLS
Management Skills
- Strong leadership and team management ability.
- P&L ownership and centre budget management.
- Decision-making and problem-solving under operational pressure.
- Ability to manage multiple functions (admissions, service, academics, inventory) simultaneously.
- Accountability for achieving revenue targets set by management.
Communication Skills
- Excellent presentation and negotiation skills for client and parent engagements.
- Strong stakeholder management across internal teams, parents, and external clients.
- Confident representation of the company with education boards and government bodies.
Technical & Operational Skills
- Understanding of lab service, maintenance, and other operations.
- Proficiency with CRM/reporting tools, student management systems, and MS Office/Excel.
- Working knowledge of inventory and vendor management processes.
Professional Skills
- Customer-focused mindset with a bias for client and parent retention.
- Strong organizational and time management skills.
- Integrity in handling budgets, vendor relationships, and client commitments.
QUALIFICATIONS
- Bachelor's degree in Education, Business Administration, Management, or a related field (MBA preferred).
- 6–10 years of experience, with 2+ years in a managerial/leadership role.
- Experience in education, edtech, retail operations, admissions leadership, or service-centre management preferred.
- Strong people management, P&L ownership, and client/parent relationship skills.
WORK ENVIRONMENT
The role involves managing all aspects of a single centre's performance, including admissions, service delivery, team leadership, academic operations, inventory, and client/parent relationships. The Centre Manager is expected to ensure operational excellence and safety compliance while achieving the revenue targets set by management and driving the overall growth and reputation of the centre.