Sales and Credit Control Operations Manager

**About SPARK Schools**

SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa’s first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students effectively.

The blended learning model, which combines classroom teaching and online instruction, allows teachers to anticipate student needs and equips schools to provide personalized education at an affordable cost. SPARK Schools is pioneering this transformative education model to ensure the accessibility of university and careers for all.

SPARK Schools has a culture of collaboration, because getting South Africa to lead global education takes a team effort. We are innovators who strive for excellence through persistence and a sense of urgency to achieve SPARK Schools’ vision, mission and social transformational objectives. Our work environment is vibrant/cheerful, fast-paced/dynamic, engaging/stimulating, tech-enabled and data driven.

SPARK Schools is a high growth, mission and values-driven, entrepreneurial organisation, operating 21 primary schools and 5 high schools and serving over 18,000 families in 2025. We are looking for dynamic people to join our team.

**SPARK values**:Service, Persistence, Achievement, Responsibility, Kindness

**ABOUT THE ROLE**

**Purpose of the role**:
The Operations Manager - Sales & Credit Control is responsible for optimizing the full enrollment pipeline and school fee collections process. This role ensures operational efficiency, enhances the customer experience, and supports financial sustainability. Leading cross-functional teams, the incumbent will drive scholar enrolment growth and ensure timely and effective collections, contributing directly to cash flow improvement and the broader strategic objectives of SPARK Schools.

**Reports to**:Head of Sales & Credit Control

**Responsibilities**:
**Enrolment Sales Operations**:

- Lead the enrolment team to deliver a seamless journey from enquiry to onboarding.
- Monitor conversion rates and implement strategies to meet enrolment targets.
- Ensure all parent interactions reflect SPARK’s brand values and service standards.
- Develop and maintain SOPs, scripts, and training resources.
- Ensure effective use of CRM systems and data accuracy.
- Collaborate with marketing on campaigns, lead management, and cycle alignment.

**Fee Collections & Revenue Management**:

- Oversee fee collections including invoicing, payment tracking, and overdue follow-ups.
- Monitor aged debt, reduce bad debt, and escalate high-risk accounts.
- Implement payment plan structures and ensure accurate account reconciliation.
- Ensure compliance with relevant financial and data protection regulations.
- Liaise with Finance to ensure accuracy in revenue reporting and forecasting.
- Directly responsible for the receipt of payments, account allocations, customer invoicing and collections.
- Establishing and maintaining customer service standards by ensuring accuracy in and timeously invoicing.
- Ensures timely fee collection through proactive engagement, structured reminders, and effective dispute resolution.
- Identify and manage risk around late or non-payments; escalate high risk accounts when necessary.

**Process & Systems Optimisation**:

- Audit and streamline workflows across enrolment and collections functions.
- Drive digital adoption and automation (e.g., CRM, billing tools, reporting dashboards).
- Ensure accurate data integration between admissions and finance platforms.
- Reduce operational inefficiencies and manual intervention.

**Call Centre Management**:

- Supervise call centre agents and Quality Assurance staff to ensure service excellence.
- Maintain optimal staffing schedules and operational coverage.
- Implement quality monitoring, performance reviews, and coaching sessions.
- Identify operational bottlenecks and lead initiatives to improve workflow, reduce call handling time, and enhance the customer journey. Drive automation and digital tool adoption where applicable.
- Develop onboarding and continuous training programs for new and existing staff.
- Foster a culture of learning, adaptability, and service excellence.
- Handle escalated customer issues and ensure swift resolution.
- Analyse call centre metrics (e.g., resolution time, satisfaction scores) to drive improvement.
- Ensure all operations comply with internal policies and external regulations (e.g. data protection, consumer rights).
- Implement quality assurance programs and maintain standard operating procedures (SOPs).

**Reporting & Analytics**:

- Monitor KPIs for enrolment, collections, and service metrics.
- Deliver weekly and monthly reports on performance, cash flow, and operational health.
- Track agent performance and productivity on an hourly and daily basis.
- Use data to forecast