Operations Lead: Data-Driven Client Services

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 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.