1. business and industrial

AIB - HR
Recruitment Policy
Australian Institute of Business
Australian Institute of Business (AIB) is a global business school based in South Australia. AIB offers business
undergraduate, postgraduate and research qualifications through its local Adelaide campus, through Distance
Learning, and through its network of international teaching centres.
Annexure - I
JOB DESCRIPTION AND PERSON SPECIFICATION
Title of Position:
Type of
Appointment:
Deputy Student Recruitment Team
Leader
Permanent, Full-Time
Business Team:
Student Recruitment (Sales)
Location:
Adelaide (Main Campus)
JOB SPECIFICATION
1.
Position Objectives
Reporting to the Student Recruitment Team Leader, for sales target achievement and Course Advisor
performance, the Deputy Student Recruitment Team Leader will be fully responsible for sales, team and people
management in the absence of the Student Recruitment Team Leader
The Deputy Team Leader will have strong experience in a sales environment offering high ticket items in either
B2B or B2C, with the position being key to increasing and accelerating sales growth and student numbers. The
successful candidate will have knowledge and experience in coaching sales team members, preferably with
experience in and understanding of situational leadership and the relevant coaching approach. The successful
applicant should be able to demonstrate their understanding of how successful coaching fits into a higher
performance sales team model. Experience in call monitoring and coaching is desirable and a significant
component of the role. Our ideal candidate will also have a strong operational background and demonstrate an
above average level of attention to detail.
The broad objectives of the role are:
 To consistently support the Student Recruitment Team Leader in the administrative and coaching
management of the Course Advisor team and to improve operational accuracy across the team.
 Provide leadership, support and guidance to team members in the absence of/or on behalf of the Student
Recruitment Team Leader.
 To establish and maintain effective coaching and sales related reporting data and be able to analyse and
report on this data when needed.

To contribute and participate in the marketing and promotional planning process in all portfolios.

Be an advocate and role model for AIB, it’s values and business goals
Job Description – Deputy Team Leader V2 02032015 KK
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AIB - HR
2.
Reporting/Working Relationships

Reporting to the Student Recruitment Team Leader, the Deputy Team Leader works within the Sales and
Marketing team.

Works closely with the Student Recruitment Team Leader to ensure promotional activities achieve sales and
enrolment targets.

Works closely with all Course Advisors to assist and track in their coaching progress

Works closely with all Course Advisors to improve and monitor operational accuracy and administrative
effectiveness.

Works closely with the Student Recruitment Team Leader to monitor lead flow, CRM usage and operational
accuracy

Works closely with the Student Recruitment Team Leader on the conversion of generated leads into sales
and enrolments.

Works collaboratively with Academic Affairs and Student Support Services to provide complete customer
care and service to all students (new and existing).

Works collaboratively with the Communications Coordinator to create promotional tools and marketing
collateral for this portfolio group

Maintains strong relationships with people in the local, national, and international market relevant to this
portfolio group
3.
Special Conditions

Must have the right to work in Australia

Appointed only to a declared vacancy through a competency based panel interview process

If an internal candidate, no verbal or written warnings issued

If an internal candidate, must come via the Student Recruitment Specialist role to ensure relevant
development is achieved

Formally mentored and supported by Team Leader.

Partake in formal training program around coaching part of incumbent’s development plan – external
training program including situational leadership to be undertaken if not already competent or accredited

Trained in operational requirements of the Team Leader role

Included in monthly campaign meetings with senior management

Involved in side by side coaching and observations

Will analyse sales results and call reporting to provide observation on skill gaps for coaching purposes
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AIB - HR

Will be required to sign off applications for each enrolment period

Will perform investigations into and provide documentation required for performance management issues

Will be required to participate in the AIB’s performance review processes.

Out of hours work may be required.

Interstate travel may be required as part of the role, although there are no guarantees this will eventuate

Flexible approach to start and finish times may be required due to the markets being contacted

The Deputy Team Leader’s key performance indicators (KPI’s) may include but are not limited to:

Team members meeting required new enrolment numbers

Team members achieving required student retention rates

Conducting required amount of training and coaching sessions (both phone and email coaching)

Team members achieving required productivity levels (including talk time and contacts made)

Team members demonstrating compliance across processes and operational accuracy
4.
Key Duties and Responsibilities
The Deputy Team Leader is primarily responsible for achieving team building leadership and providing team
support as well as supporting the Student Recruitment Team Leader with administrative and coaching duties A
key component of this role is operational accuracy and improvements along with coaching and support.
Responsibilities may include but are not limited to:
Sales/Marketing

Assist with the implementation of incentives based around new enrolments as well as rollover
enrolments

Meet and exceed the team enrolment (sales) and operational targets as set by the business.

Assist with the creation of goals/training/action plans for the development of each CA.

Manage reporting around coaching and action plans

Manage and assist with Course Advisor follow up requests when required in relation to operational
aspects of their role.

Assist the Operations Team with helping Customers gain course/subject exemptions.

Assist with Customer enquiries when a CA is absent from work.

Manage follow up around CA emails and leads when a CA is absent from work for any reason

Assist the SRTL with input into marketing promotions and/or special offers for prospective Customers.

Assist the SRTL with regular performance forecasts.
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AIB - HR
Productivity & Compliance

Assist the SRTL with regular team meetings to inform and develop CA skill gaps

Manage the day-to-day needs of a CA team with a focus on administrative and coaching tasks.

Responsible for signing off Direct Entry, GCM-1 and GCM-2 applications submitted for enrolment into the
MBA program.

Liaise with the Operations Team to resolve application and enrolment issues.

Monitor and manage performance/budgets against targets and KPI’s.

Ensure CA compliance with the relevant ACT’s and legislation (Privacy Act, EEO, Trade Practice, etc.)
Leadership

Assist to lead, motivate and inspire a CA team.

Assist with the proactive training and coaching of the CA team.

Use proven performance management methods to maximise the output of each CA.

Assist with the recruitment and selection of new CA’s when required.

Assist other CA’s in the absence of other SRTL.
Management

Provide regular feedback and reporting to assist with regular performance development reviews (PDR) to
provide timely and accurate feedback to CA about their performance.
Deputy Team Leader KPI’s
Sales

Provide regular and accurate reporting to the SRTL regarding new enrolments and rollover enrolments
to ensure sales targets are being achieved

Provide feedback around challenge areas to enable a proactive approach to minimising the likelihood
of enrolment targets not being achieved

Achieve and exceed set new enrolment targets

Achieve and exceed targeted student enrolment retention rates as per the portfolio and business
goals
Job Description – Deputy Team Leader V2 02032015 KK
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AIB - HR
Productivity & Compliance

Manage the productivity and compliance of the team. This includes the management of talk time, lead
allocation and contact rate, CRM data entry requirements, attendance and punctuality.

Ensure compliance with business operations. This includes the management of timetable and
enrolment process. The goal is to achieve a zero defect application rate, with timetable accuracy at
100%. The minimum standard is 90% of enrolment applications, and this will be measured and
reported via the operations team.

Manage and resolve enrolment, application and exemption issues.

Ensure the team adhere to business policies and procedures, and governing legislation such as The
Privacy Act, etc.
Leadership

Demonstrating Company Values. This includes leading, coaching and training the team to maximise
the performance of the CA’s, as well as adhering to and modelling all policies and expected
behaviours.

Encourage teamwork participation & cooperation, the sharing knowledge/strategies and helping of
others.
Management

Provide the data required to assist the SRTL with weekly 1 on 1 meetings

Participate in business functions and events.

Provide feedback regarding the product(s) promotion and sales processes
Key Performance Indicators will change and evolve as the business grows and matures. The KPI will only change
when the business has the ability and systems to accurately measure the performance parameters in a timely
manner. Advance notice and consultation in developing new KPI will be undertaken in all cases. KPI’s are always
included and documented in the relevant incentive plan and is provided as a separate annexure.
PERSON SPECIFICATION
ESSENTIAL CHARACTERISTICS
1. Personal Abilities/Aptitudes/Skills

Demonstrated leadership capability and team building skills- whether at a developmental level or through
previous experience

Strong verbal and written communication skills that enable effective and appropriate communication with
people at all levels within and outside AIB.
Job Description – Deputy Team Leader V2 02032015 KK
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AIB - HR

Proven ability to work autonomously although as part of a small team environment to achieve objectives and
meet deadlines.

Excellent organisational and time management skills.

Positive attitude.
2. Experience

Sales coaching experience and ideally extensive operational management or leadership experience

If an internal candidate, demonstrate minimum 12 months service with 80% achievement of all KPIs

Experience in customer service and sales.

Experience in developing and maintaining effective working relationships.

Experience in phone based sales or working in an outbound sales environment with high value sales.

Experience in administrative requirements requiring compliance and regulation.
DESIRABLE CHARACTERISTICS
3. Education/Vocational Qualifications
 Bachelor’s Degree – preferably business or marketing or alternatively relevant experience demonstrated
desirable but not essential
4. Experience/Knowledge/Skills

Understanding of Education industry – desirable but not essential

Knowledge of marketing principles.
Job Description – Deputy Team Leader V2 02032015 KK
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