Human Resources HRG158 Issue 2 January 2010 Page 1 of 6

Further Particulars This document includes information about the role for which you are applying and the information you will need to provide with the application. 1. Role details

Vacancy reference: 8253

Job title: Channel Manager (Contact Centre)

Reports to: Head of International Prospect Conversion

Salary: Highly Competitive

Terms and conditions: OUW Ltd

Grade: n/a

Duration of post: Permanent

Working hours: 37

Location: Milton Keynes

Closing date: 7 November 2014

Type of application form accepted: OU Short plus full CV & covering letter

Number of referees required: 3

Unit recruitment contact: Anita Bateman

Human Resources HRG158 Issue 2 January 2010 Page 2 of 6

2. Summary of duties

Purpose of the post

1. The post holder is a member of an international prospect conversion team.

The core function of the team is working with colleagues within the Business

Development Unit (BDU) to deliver the ambitious student recruitment and

revenue targets set out in the Open University Worldwide (OUW) business

plan, and International Student Acquisition (ISA) marketing plan.

2. The post holder will be required to play a pro-active role in the team, balancing

the needs and recommendations of their designated area of responsibility

(business unit) with the wider needs and priorities of the unit and the OU. This

will require planning, influencing and networking skills of the highest order and

an ability to adapt leadership/management style to an academic context.

3. Reporting to the OUW Head of International Prospect Conversion, the Contact

Centre Channel Manager will have specific responsibility for developing and

managing an outsourced contact centre operation with a remit for all

international enquirers. This role will have primary responsibility for managing

the contact centre contract and driving performance through analysis of MI.

The role will optimise contact centre performance against agreed KPIs.

Main Duties

This is not intended as an exhaustive list of duties or a restrictive definition of the post but

should rather read as a guide to the main priorities and typical areas of activity of the post-

holder. These activities are subject to amendment over time as priorities and requirements

evolve and as such it may be amended at any time by the line manager following

discussion with the post holder.

1. Developing and delivering the Contact Centre operating model to integrate

with automated CRM email campaigns, and deliver exceptional customer

service.

2. Leading work stream activities within the conversion programme that develop

and expand the ISA and BDU international team operations.

3. Leading the introduction and operations of social media activities at the

international contact centre.

4. Developing and managing the Contact Centre contract, including scrutiny of all

operating reports.

5. Designing and introducing segmented contact strategies to maximise

engagement and conversion effectiveness.

6. Conducting regular operational reviews of the Contact Centre and implement

initiatives to improve performance.

7. Managing the Contact Centre’s web-based data gathering and prospect

segmentation activities.

8. Developing and managing the relationship with the UK Student Recruitment

and Financial Support (SRFS) team.

Human Resources HRG158 Issue 2 January 2010 Page 3 of 6

9. Regularly reviewing and reporting on contact centre KPIs to ISA senior

management, providing business analysis insights of the reports and

identifying areas of improvement and directing change activities.

Deputising for the Head of International Prospect Conversion (as required), and providing

support to the ISA Leadership Team in the development of the University’s Direct growth

strategy, and for implementing associated BDU initiatives.

3. Person specification

Role specific Education / Qualifications Essential:

1. A first degree (or equivalent) Desirable

2. A post graduate degree 3. A CIM professional qualification

Work & other relevant experience

1. A minimum of 3 years’ experience of managing outsourced multi-channel contact centre operations, ideally linked to CRM campaigns.

2. Evidence of strong relationship or stakeholder management skills coupled with

a successful track record of influencing change with the ability to adopt a flexible approach.

3. Evidence of strong interpretation, communication and negotiation skills

including the ability to present effectively and influence key decision making forums and the ability to identify, develop, and nurture key stakeholder relationships..

4. Evidence of ability to offer constructive challenge, build consensus and

demonstrate resilience. 5. Experience of providing and using market insight to support strategic decision

making in a complex organisation and within the commercial context. 6. Demonstrable experience of successfully achieving commercial objectives

through the development of complex segmented contact centre strategies and the commissioning of associated business requirements.

7. Evidence of a high level of problem solving ability and highly developed

business analysis skills. 8. Demonstrable experience of successful multiple project management 9. Proven experience of leading cross functional activities in a complex

environment i.e. work in cross unit teams and lead projects where there is no formal line management responsibility

Human Resources HRG158 Issue 2 January 2010 Page 4 of 6

10. Evidence of ability to set priorities and exercise judgement. 11. Budget management experience. 12. Experience of harnessing social media into contact centre operations.

4. Role specific requirements e.g. Shift working

n/a

Human Resources HRG158 Issue 2 January 2010 Page 5 of 6

5. About the unit/department

Open University Worldwide It is essential The Open University continues to become less dependent on government

funding. To do this it manages a balancing act: supporting teaching, learning and open

access as well as funding and developing top level research.

Competition for students, staff and funding is intense and global, and students’

expectations have risen sharply as learners increasingly view themselves as

‘consumers’ of education. The demand for top class facilities and services is growing,

as are expectations for flexible learning patterns and qualifications that will really make

a difference to careers.

To address these market factors, The Open University has developed ambitious plans

to grow the number of students and associated revenues from students overseas

through its commercial entity, Open University Worldwide (OUW).

OUW currently generates revenues of around £18m from about 8,000 international students, with plans to increase these numbers significantly over the next five years. With a market leading range of products, cutting edge technology and a strong, commercially focused team, this is an exciting time to join the OUW. OUW Ltd is part of The Open University’s Business Development Unit (BDU)

The Business Development Unit

The aim of the Business Development Unit is to create and implement a profitable commercial and international strategy for the Open University

The BDU is working to construct and implement the overall business development strategy for the OU both in the UK and internationally. This activity includes improved partnerships with business development efforts in faculties and in the nations and regions.

The unit has two core activity streams:

• To deliver sustainable net revenue streams for the OU through developing existing and as yet undeveloped new markets

• To be a customer-focused business, generating significant growth of revenue. The rate of growth will be governed by the BDU’s Unit Plan, which will set achievable targets for increasing both income and profitability.

6. How to obtain more information about the role or application process

If you would like to discuss the particulars of this role before making an application please contact Subby Duttaroy on 01908 332796 or email: subby.duttaroy@open.ac.uk.

If you have any questions regarding the application process please contact Anita Bateman on 01908 858774 or email bdu-staffing@open.ac.uk.

Human Resources HRG158 Issue 2 January 2010 Page 6 of 6

7. The application process and where to send completed applications

Please ensure that your application reaches the University by: midday on 7 November 2014

Post it to:

Name/Job title: Anita Bateman – Staffing Manager

Department/Unit: Open University Worldwide Ltd

Address: 1st Floor, East Perry Building

Walton Hall

Milton Keynes

Bucks

Post Code: MK7 6AA

Or e-mail your application to: bdu-staffing@open.ac.uk

8. Selection process and date of interview

The interview panel will be chaired by Subby Duttaroy. The other members of the interview panel are yet to be agreed. The interview will take place w/c 17 November 2014.

The selection process for this post will include a presentation which will be supplied to the shortlisted candidates..

We will let you know as soon as possible after the closing date whether you have been shortlisted for interview. Further details on the selection process will also be sent to shortlisted candidates.

Applications received after the closing date will not be accepted.