Language Center Director

  • competitive
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Berlitz Corporation
  • 01 Jun 18 2018-06-01

The Language Center Director (LCD) is responsible for the overall performance of the Language Center which includes: achievement of sales targets and activities, providing leadership, training and development to the center staff and ensuring customers receive the highest level of service and adhering to company policies and procedures. The LCD is fully responsible for all matters concerning the language center including LC personnel, commercial activities, development and evaluation of employees and administrative management. The LCD is responsible for the overall quality and educational value of the Berlitz services provided.

KEY AREAS OF RESPONSIBILITY

• Financial
 - Drive results
Prepare and implements operational and financial plans, targets and initiatives.
Ensure the LC achieves revenue and lesson delivery targets.
Financial management
Analyze net profit of the center in relation to revenue and expenditure. Take action on items affecting poor financial performance.
Operational efficiency
Analyze strong/weak areas of the operation and take prompt actions in order to further improve results. Ensure the center operation is running efficiently and effectively.
Risk management
Be aware of and takes appropriate action to manage possible risk to the business and business assets.  This includes “hard assets (computers, furniture, etc.) and soft assets (people, reputation, etc).

• Customer Service & Sales
Acquisition / Sales 
Perform a sales function role directed at gaining new customers from both the corporate and consumer market. This will include but is not limited to active and ongoing prospecting.
Customer experience & retention
Drive customer retention by ensuring that learners’ learning goals are being met through high quality lessons, timely counseling (Berlitz Learning Cycle) and that overall service provided by staff exceeds customer’s expectations at all times (inside and outside the training room). Handle and resolve all customer issues or concerns in a timely and appropriate manner.
Marketing
Implement local market activities to generate additional inquires and enrollments
Grow market share
Cultivate relationships with clients and potential clients; seek to strengthen ties with associations, authorities, and organizations to grow market share.

• Employee Management
Actively promote two-way communication in the LC to establish team spirit and a winning work environment. Model the expected standards: walk, talk and engrain a culture within the center which is representative of our Vision, Mission and Values and Minimum Standards of operation
- Recruit, hire and provide / coordinate on the job training
- Performance management: monitor, coach and develop staff to become high performers
- Set clear and realistic expectations for all staff. Provide the training and support necessary for staff to excel in their position and/ or to enable them to move to the next level in their Berlitz career. As required, realign staff with the expectations of the position – and take immediate and necessary action if performance does not improve – up to including termination (in consultation with HR)
- Conduct staff performance evaluations according to company guidelines and expectations

• General Management
- Responsible for administration, reporting, maintaining and exceeding quality standards, adherence to all Berlitz policy and procedures and government regulated policies
- Monitor compliance with the daily and weekly opening and closing hours of the center
- Carry out the requisite personnel planning and deployment
- Be responsible for planning and organization in the center and for the day to day running of the center
- Ensure that all statutory provisions, guidelines and work agreements are complied with, so as to insure the orderly running of the business
- Ensure that all accounting records are maintained in accordance with Berlitz policy
- Ensure accurate sales record keeping
- Ensure accurate daily use of the LCMS
- Prepare and maintain all necessary staff files
- Prepare and/or review and authorize payroll of all LC staff
- Ensure that the physical premises of the LC are reflective of a premium brand: spotless, safe and inviting and attractive in appearance to customers and employees
This job description does not imply that these are the only job duties to be performed by the employee occupying this position.  Employees will be required to follow all job related instructions and to perform all other job related tasks requested by the supervisor.

 

REQUIREMENTS
- 10 years & Up sales experience – B2C and B2B
- 5 years & Up in supervisory or management position
- Native fluency in country language and high level of proficiency in English
- Self-Starter with entrepreneurial spirit and strong leadership skills
- Proven ability to achieve and exceed sales targets
- Excellent communication and organizational skills
- Ability to work flexible/extended hours, including day, evening, and weekend when required
- Post-secondary education


• Specific skill requirements
- Math and accounting skills
- Business Acumen, including profit & loss accountability
- Superior reading, writing and verbal communication skills (both in English and regional / country language)
- Computer savvy and proficient with Microsoft applications: Word, Outlook, Excel, PowerPoint


COMPETENCIES
• Personal Accountability: A measure of the capacity to be answerable for personal actions
- Accepts personal responsibility for the consequences of personal actions
- Avoids placing unnecessary blame on others
- Maintains personal commitment to objectives regardless of the success or failure of personal decisions
- Applies personal lessons learned from past failures to moving forward in achieving future successes
• Interpersonal Skills: The ability to interact with others in a positive, productive manner
- Initiates and develops business relationships in positive, productive ways
- Successfully works with a wide range of personalities at varying levels of organizations
- Communicates with others in ways that are clear, respectful and understandable
- Demonstrates ease in relating with a diverse range of people of varying backgrounds, ages, experience and education levels
• Self Management: the ability to prioritize and complete tasks in order to deliver desired out comes within allotted time frames
- Independently pursues business objectives in an organized and efficient manner
- Prioritizes activities as necessary to meet job responsibilities
- Maintains required level of activity toward achieving goals without direct supervision
- Minimizes work flow disruptions and time wasters to complete high quality work within a specific time frame
 Goal Achievement: The overall ability to, for self and others, set, pursue and attain achievable goals, regardless of obstacles or circumstances.
- Establishes goals that are relevant, measurable, realistic and attainable
- Identifies and implements required plans and milestones to achieve specific business goals
- Initiates activity toward goals without unnecessary delay
- Stays on target to complete goals regardless of obstacles or adverse circumstances
- Ability to align goals for others
- Ability to motivate others towards goal achievement
 Customer Focus: A commitment to customer satisfaction
- Consistently places a high value on customers and all issues related to customers
- Objectively listening and comprehension, understand and represents customer feedback
- Anticipates customer needs and develops appropriate solutions
- Meets all promises and commitments made to customers; effectively manages customer expectations
• Leading Others: The ability to organize and motivate people to accomplish goals while creating a sense of order and direction
- Inspires others with a compelling vision
- Empowers others to accomplish common goals
- Represents a positive, motivational example for others to emulate in becoming leaders
- Supports others through providing clarity, direction, organization and purpose
• Results Orientation: The ability to indentify actions necessary to complete tasks and obtain results
- Maintains focus on goals; builds common momentum
- Identifies and acts on removing potential obstacles to successful goal attainment
- Implements thorough and effective plans and applies appropriate resources to produce desired results
- Follows through on all commitments to achieve results

If you interesting to become Berlitz team, please send your resume with current package and expected package and cover letter to career.hk@em.berlitz.com

Homepage: / www.berlitz.com

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