Agent Experience Manager

1 week ago

Sydney, Australia Kaplan Australia Full time

**26 days’ annual leave, including one for your birthday**:

- **Be part of an industry leading supportive and positive work culture**:

- **Permanent full-time position located in Sydney, Melbourne, Brisbane, or Adelaide**

**Role**:
We are looking for an Agent Experience Manager to lead a dedicated team focused on delivering an exceptional customer service experience to Education agent partners, through implementing best practise process across business units and identifying streamline process opportunities. This position has responsibility for Agent Experience across Kaplan Business School and the Kaplan International Pathways businesses in Australia and New Zealand.

**Responsibilities**:

- Identify opportunities and implement best practise processes across Pathways and KBS business units
- Oversee processing of commission, and agent bonus calculations and processing
- In collaboration with the Data team, support the further development and enhancement of the weekly sales reporting, agent performance reporting, and new reporting requirements
- Identify opportunities for enhanced agent experience as it relates to agent communication, brand, and service levels, in the areas of commission, contracts, finance, compliance and reporting
- Oversee the areas of agent onboarding, management, and compliance
- Work collaboratively and proactively with internal stakeholders, including but not limited to, Admissions, Finance, Compliance, Business Systems and Recruitment
- Provide exceptional levels of customer service to internal and external stakeholders
- Conduct a robust annual agent review across all BU’s, identifying risk, opportunity and actions required

**Requirements**:

- Bachelor’s degree (essential)
- Minimum 3 years’ experience in international education sector in Australia, preferably with agent management expertise (essential)
- Strong analytical and numerical skills
- Strong excel and database skills
- Team management experience (desirable)

**About Us**
Kaplan Australia is one of the world’s leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.
Our passion is helping students reach their goals through quality education. Joining our team, you will thrive in a rewarding work environment that is customer-focused, dynamic, and innovative in spirit.

LI-DF1

**Job Types**: Full-time, Permanent

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