Centre Operations Manager

Academic Asia UK Limited; Hong Kong; On-site; HKD 500,000 - 800,000; Full time

Job summary

Academic Asia in Hong Kong is seeking an experienced Operations Lead to run the client services team, while driving data-driven improvements and automation. You will handle enquiries, manage scheduling, lead CRM development, and collaborate with Marketing to optimize the lead-to-enrolment process.

The role requires 3+ years in customer service/operations, strong Google Sheets skills, and Cantonese fluency with good English; knowledge of UK education is a plus. 5-day week with Saturday work.

Qualifications

• 3+ years in customer service, client relations or operations, including experience managing a team. Education industry experience is a plus.
• Strong Google Sheets skills (formulas, pivot tables, basic dashboards) and the ability to pick up new tools independently.
• Experience using AI tools at work, or a genuine drive to learn quickly.
• Analytical thinking: you can look at numbers and explain what they mean and what to do next.
• Able to write clear, step-by-step SOPs.
• Confident presenting to senior management.
• Fluent Cantonese (essential), with good written English and Chinese. Putonghua is a plus.
• Knowledge of UK education is preferred but not required

Responsibilities

• Lead the client services team: Manage the client service team and centre support staff. Set service standards and make sure every parent enquiry is handled quickly and professionally.
• Stay hands-on: Handle parent enquiries by phone, WhatsApp and email, as well as scheduling, room allocation, complaints, and exam logistics and invigilation.
• Own the lead pipeline with Marketing: Work closely with the Marketing Manager to track every lead from first contact to enrolment and keep follow-ups on time.
• Turn data into decisions: Build and maintain lead and conversion reports in Google Sheets. Interpret the trends and present your findings and recommendations to the whole company.
• Shape our CRM: Represent the client services team in our in-house CRM build. Map current workflows, write clear SOPs and requirements for our developer, and lead testing and rollout.
• Cut admin and errors: Keep finding ways to reduce manual work using automation and AI tools, and document the improved processes.

Job description

Academic Asia is a Hong Kong education consultancy specialising in UK school admissions and tutoring. We're growing, and we're looking for a hands-on operations lead to run our client services team day to day while making the centre faster, smarter and more data-driven.

What you'll do

• Lead the client services team: Manage and the client service team and centre support staff. Set service standards and make sure every parent enquiry is handled quickly and professionally.
• Stay hands-on: Handle parent enquiries by phone, WhatsApp and email, as well as scheduling, room allocation, complaints, and exam logistics and invigilation.
• Own the lead pipeline with Marketing: Work closely with the Marketing Manager to track every lead from first contact to enrolment and keep follow-ups on time.
• Turn data into decisions: Build and maintain lead and conversion reports in Google Sheets. Interpret the trends and present your findings and recommendations to the whole company.
• Shape our CRM: Represent the client services team in our in-house CRM build. Map current workflows, write clear SOPs and requirements for our developer, and lead testing and rollout.
• Cut admin and errors: Keep finding ways to reduce manual work using automation and AI tools, and document the improved processes.

What we're looking for

• 3+ years in customer service, client relations or operations, including experience managing a team. Education industry experience is a plus.
• Strong Google Sheets skills (formulas, pivot tables, basic dashboards) and the ability to pick up new tools independently.
• Experience using AI tools at work, or a genuine drive to learn quickly.
• Analytical thinking: you can look at numbers and explain what they mean and what to do next.
• Able to write clear, step-by-step SOPs.
• Confident presenting to senior management.
• Fluent Cantonese (essential), with good written English and Chinese. Putonghua is a plus.
• Knowledge of UK education is preferred but not required
  

Working hours

5-day work week, including Saturdays. Occasional Sunday work is required.

What we offer

A competitive salary and real room to grow with a fast-moving business, working directly with senior leadership.

For over 45 years, Academic Asia has been a trusted leader in education consulting in Hong Kong. We specialise in guiding families through one of the most important decisions they will make — securing the best possible UK boarding school placement for their children. We are also actively expanding our services into university applications, tutorials, summer camps, and guardianship programs to provide comprehensive educational support throughout a student’s journey.

Our mission is simple yet profound: to provide the best advice for the best education.

For over 45 years, Academic Asia has been a trusted leader in education consulting in Hong Kong. We specialise in guiding families through one of the most important decisions they will make — securing the best possible UK boarding school placement for their children. We are also actively expanding our services into university applications, tutorials, summer camps, and guardianship programs to provide comprehensive educational support throughout a student’s journey.

Our mission is simple yet profound: to provide the best advice for the best education.

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