Business Operations & Performance Manager at Ruhe Global Resources (RGR)

Reports To: Managing Director

Job Summary

• The Business Operations & Performance Manager is responsible for providing strategic and operational leadership to ensure the efficient management, continuous improvement and effective performance of Ruhe Global Resources (RGR).
• Working closely with the Managing Director, the post holder will oversee business operations, student recruitment operations, admissions, conversion, administration, finance, accounting, human resources coordination, customer service and facilities management, ensuring that all departments operate effectively, consistently and in line with the Company's strategic objectives.
• The role is responsible for ensuring that staff consistently perform their duties to the required standards through effective daily monitoring, performance management, accountability frameworks and continuous improvement initiatives.
• The Business Operations & Performance Manager will actively monitor day-to-day business activities, staff productivity, customer service delivery and operational processes to ensure employees complete assigned responsibilities, follow approved procedures and achieve agreed performance expectations.
• The post holder will identify operational gaps, address performance challenges and implement improvement actions that increase staff productivity, efficiency, accountability and overall organisational performance.
• A key responsibility of the role is to strengthen and optimise RGR's student recruitment and conversion pipeline, ensuring Recruitment Officers, Student Counsellors, Conversion Officers, Customer Service Officers and Managers effectively manage their responsibilities, achieve agreed recruitment, conversion, registration and revenue targets and deliver an excellent customer experience.
• The role will develop, implement and monitor operational systems, Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), performance dashboards and quality assurance frameworks to improve organisational performance, customer satisfaction and operational efficiency.

Job Purpose

• To work in partnership with the Managing Director to evaluate, analyse, design, implement and continuously improve the operational systems, processes and performance frameworks required to support the growth and success of Ruhe Global Resources.
• The Business Operations & Performance Manager will ensure:
  • Effective management of daily business operations.
  • Strong accountability across all departments.
  • Improved staff productivity and performance.
  • Consistent delivery of excellent customer service.
  • Effective management of the student recruitment and conversion pipeline.
  • Compliance with company policies, partner requirements and operational standards.
  • Continuous improvement of systems, processes and service delivery.

Core Working Relationships:
The post holder will work closely with:

• Managing Director
• Regional Managers
• Branch Managers
• Student Recruitment Managers
• Student Recruitment Officers
• Student Counsellors
• Conversion Manager
• Conversion Officers
• Customer Service Manager
• Customer Service Officers
• Marketing & Brand Marketing Manager
• Business Development Officers
• Human Resources Officer
• Finance & Accounts Team
• Teachers
• Events Manager
• Partner Institutions
• External Auditors
• Banks
• Solicitors
• Government Agencies
• Suppliers and Service Providers.

Key Responsibilities

Business Operations Management:

• Lead the day-to-day operational management of Ruhe Global Resources.
• Develop and implement operational strategies that improve efficiency, productivity and service delivery.
• Monitor organisational performance and recommend improvements.
• Ensure effective coordination between departments.
• Establish clear operational processes, reporting structures and accountability systems.
• Develop and monitor operational budgets.
• Improve organisational systems and workflows.
• Produce operational reports for senior management.
• Support implementation of the Company's strategic objectives.
• Identify operational risks and implement mitigation measures.
• Ensure departments operate effectively and meet agreed objectives.

Daily Operations Monitoring, Staff Accountability & Performance Improvement:

• Monitor daily business activities to ensure all employees complete their assigned responsibilities and deliverables.
• Ensure staff understand their roles, follow company procedures and meet performance expectations.
• Track staff productivity, attendance, workload management, task completion and operational performance.
• Review daily, weekly and monthly departmental activities to identify gaps, delays and improvement opportunities.
• Ensure managers actively monitor and manage their teams.
• Identify underperformance and implement corrective actions with relevant managers.
• Provide coaching, guidance and feedback to improve employee performance.
• Monitor compliance with operational procedures, reporting requirements and service standards.
• Ensure staff remain accountable for achieving agreed targets and responsibilities.
• Escalate persistent performance concerns to senior management where required.
• Promote a culture of ownership, professionalism, accountability and continuous improvement.

Student Recruitment Operations & Performance Management:

• Manage and continuously improve the end-to-end student recruitment and admissions pipeline.
• Ensure all enquiries receive timely follow-up and progress effectively through each stage of the recruitment journey.
• Monitor enquiry, application, offer, visa, registration and enrolment performance.
• Develop and implement recruitment and admissions SOPs.
• Develop and monitor SLAs across recruitment, admissions, conversion and customer service functions.
• Ensure Recruitment Officers, Student Counsellors, Conversion Officers and Customer Service teams comply with approved processes and service standards.
• Monitor staff productivity using agreed KPIs.
• Conduct weekly pipeline reviews and monthly operational performance meetings.
• Review CRM data to ensure enquiries and applications are accurately recorded and managed.
• Identify bottlenecks affecting conversion performance and implement corrective actions.
• Ensure recruitment, registration, conversion and revenue targets are achieved.
• Monitor compliance with partner institution admission requirements and visa procedures.
• Produce weekly and monthly recruitment performance reports.
• Drive continuous improvement across recruitment and admissions operations.

Performance Management & Quality Assurance:

• Develop and implement organisational KPIs.
• Establish departmental performance scorecards.
• Monitor individual and departmental performance.
• Develop daily, weekly and monthly performance monitoring processes.
• Conduct regular performance review meetings.
• Ensure managers complete staff performance reviews.
• Develop Performance Improvement Plans where required.
• Monitor attendance, productivity and service quality.
• Ensure agreed improvement actions are completed within required timelines.
• Promote a culture of accountability and continuous improvement.
• Ensure departmental objectives align with organisational goals.

Customer Service & Experience Management:

• Ensure customers receive professional, timely and effective support.
• Monitor customer service standards and response times.
• Review customer feedback and identify improvement opportunities.
• Monitor complaints and service recovery processes.
• Ensure customer issues are resolved effectively and within agreed timelines.
• Improve customer satisfaction through better processes and staff performance.
• Promote a customer-focused culture across the organisation.

Human Resources Management:

• Oversee recruitment, onboarding and induction processes.
• Support implementation of HR policies and procedures.
• Coordinate staff training and development.
• Support employee relations processes.
• Monitor attendance, leave and staff welfare.
• Coordinate performance management processes.
• Ensure accurate HR records are maintained.
• Support compliance with employment legislation.

Finance & Accounting Oversight:

• Oversee day-to-day financial and accounting operations.
• Monitor budgets and expenditure.
• Review management accounts and financial reports.
• Ensure payroll information is accurate.
• Monitor cash flow and financial performance.
• Strengthen internal financial controls.
• Coordinate external audits.
• Ensure compliance with financial reporting requirements.
• Support annual budgeting and financial planning.

Administration & Office Management:

• Oversee office administration.
• Manage procurement and supplier relationships.
• Coordinate travel and logistics.
• Maintain company records and documentation.
• Ensure office resources are effectively managed.
• Develop administrative policies and procedures.
• Supervise administrative staff.
• Ensure efficient daily office operations.

Facilities Management:

• Oversee maintenance of company facilities.
• Manage office equipment and assets.
• Coordinate cleaning, security and maintenance services.
• Ensure compliance with health and safety requirements.
• Monitor facilities budgets.
• Support office improvement and expansion projects.

Business Development & Marketing Support:

• Support implementation of marketing and recruitment strategies.
• Monitor market intelligence and competitor activities.
• Support institutional partnership development.
• Attend recruitment events, exhibitions and partner meetings where required.
• Support initiatives that increase student recruitment and revenue.

Compliance, Governance & Risk Management:

• Ensure compliance with company policies and procedures.
• Monitor adherence to SOPs and SLAs.
• Ensure compliance with partner institution requirements.
• Conduct operational compliance reviews.
• Identify operational risks and develop corrective action plans.
• Maintain accurate organisational records.
• Promote ethical standards and good corporate governance.

Leadership & People Management:

• Lead, coach and develop managers and operational teams.
• Build a high-performing and accountable culture.
• Encourage innovation and continuous improvement.
• Delegate responsibilities effectively.
• Support change management initiatives.
• Promote staff engagement and professional development.

Key Performance Indicators (KPIs)
Performance will be assessed against:

• Business Operations
• Operational efficiency improvements.
• Successful implementation of SOPs and SLAs.
• Delivery of strategic operational objectives.
• Reduction in operational bottlenecks.
• Improvement in workflow efficiency.
• Staff Performance & Accountability
• Daily operational monitoring effectiveness.
• Staff productivity improvement.
• Task completion rates.
• Achievement of individual and departmental KPIs.
• Reduction in missed responsibilities and delays.
• Compliance with company procedures.
• Successful implementation of performance improvement actions.
• Student Recruitment Operations
• Enquiry response times.
• Enquiry-to-application conversion.
• Application-to-offer conversion.
• Offer acceptance rate.
• Registration and enrolment performance.
• Revenue targets achieved.
• CRM compliance.
• Staff productivity.
• Student satisfaction.
• Customer Experience
• Customer satisfaction levels.
• Complaint resolution performance.
• Service response times.
• Quality of customer communication.
• SLA compliance.
• Human Resources
• Staff retention.
• Performance appraisal completion.
• Training completion.
• Recruitment turnaround time.
• Employee engagement.
• Finance
• Budget performance.
• Payroll accuracy.
• Financial reporting.
• Cost management.
• Audit outcomes.
• Compliance
• Policy compliance.
• Partner requirement compliance.
• Internal audit outcomes.
• Risk management effectiveness.

Requirements
Essential:

• Bachelor's Degree in Business Administration, Human Resources, Accounting, Finance, Management or related discipline.
• Minimum five years' management experience in business operations, administration, student recruitment, performance management or related operational leadership role.
• Experience managing multidisciplinary teams.
• Experience implementing KPIs, SOPs and performance frameworks.
• Experience improving operational processes.
• Strong knowledge of CRM systems and performance reporting.
• Excellent leadership and people management skills.

Desirable:

• MBA or relevant postgraduate qualification.
• Professional qualifications such as CIPM, ICAN, ACCA, ACA, CMI or PMP.
• Experience within international education.
• Knowledge of international admissions, visa processes and student recruitment.

Experience working within a target-driven organisation.

Essential Skills & Competencies:

• Business Operations Management
• Performance Management
• Staff Monitoring and Accountability
• Student Recruitment Operations
• Leadership and Team Management
• Human Resource Management
• Financial Management
• Budget Management
• Policy Development
• SOP & SLA Development
• Process Improvement
• Customer Service Excellence
• Strategic Planning
• Risk Management
• Data Analysis and Reporting
• Communication and Influencing Skills
• Problem Solving
• Decision Making
• Organisation and Time Management
• Professionalism, Integrity and Confidentiality.

Personal Attributes:
The successful candidate will demonstrate:

• Integrity
• Accountability
• Strong leadership ability
• Professionalism
• Commercial awareness
• Customer focus
• Emotional intelligence
• Adaptability
• Initiative
• Resilience
• Innovation
• Commitment to continuous improvement.