Operations Coordinator

About Decoded

We are Decoded, the pioneers of transformative technology education. We democratise cutting edge skills. We help transform traditional businesses into tech companies. We give our learners the skills and confidence to embrace the future of work.

Our products and methodologies have been shaped through our collaboration with some of the largest and most technologically progressive organisations in the world. We use the intelligent, ethical and creative application of technology to lay the foundations for a more productive and promising world – one with unlimited possibilities.

Overview

As an Operations Coordinator for the Asia Pacific region, you will manage the operational processes, logistics and platforms that underpin the operations of Decoded’s learning programmes in Asia Pacific. This role will be dedicated to ensuring the learning events, workshops and programmes operate consistently smoothly and effectively. This role is a connector between the Associate Facilitators who deliver the learning programmes, the wider Decoded team and where required our clients.

The Product Operations team focuses on ensuring effective connection and clear communication flows back and forth between Product, Commercial and Client Management. The Operations Coordinator will be a proactive operational presence across all Asia Pacific programmes and troubleshooting to ensure Decoded can maintain commercial goals working with our clients.

Accountabilities

As Operations Coordinator at Decoded, you are accountable for:

• Operational logistics for workshop delivery: coordinating arrangements for virtual workshop delivery working with Associates and Decoded team

• Cross-functional alignment and communication: optimising and troubleshooting operational processes to maintain quality delivery

• Session Coordination of Decoded workshop to provide timekeeping and engagement support to Facilitators, alongside logistical troubleshooting with virtual platforms and tools

• Identifying potential risks and challenges associated with Programme/workshop delivery and offering solutions

• Resource database support: database optimisation, troubleshooting, data analysis

• Supporting recruitment of Associate Facilitators and Associate Session Coordinators

Specific Role & Responsibilities

Operational preparation for sessions

• Proactive coordination of logistical arrangements for Asia Pacific sessions

• Ensuring all sessions have correct access and set up as required on Zoom or MS Teams

• Coordinate the provision of workshop materials to the delivery team ahead of preparation time

• Maintaining best practice with regards to operational preparation for sessions

Session Coordination

• Participation in all workshops with delivery team to ensure the workshops, which range from 1-3 hours, starts on time, maintain correct pacing according to the Setlists, and end on time

• Follow and drive learner-engagement prompts during sessions, as per the Setlists

• Provide troubleshooting support on core platforms and tools such as Zoom, MS Teams, Mural, Toby and Google Suite during sessions

• Respond to client requests for session attendance, access to materials and other operational requests both in advance of a session and afterwards

Associate Resource troubleshooting

• Provide the first point of contact for Facilitators who are unable to deliver sessions at short notice due to illness or emergency

• Independently respond to scenarios that require finding a backup Associate at short notice, ensuring wherever possible that a replacement is arranged and sessions can go ahead as planned

• Independently respond to scenarios where no replacement Facilitator can be found by efficiently informing clients of a cancellation to the session, whilst securing an alternative date from the client to resolve the situation as quickly as possible

• Channel operational requests and feedback from Associates through to Decoded stakeholders

Cross functional alignment and communication:

• Provide the first point of contact for all Teachers, Associates, Commercial Team and Product Team colleagues for queries around workshops delivered in the Asia Pacific region

• Maintain awareness of changes to schedules and communication strategies required to manage changes

• Maintain an up to date knowledge of Decoded’s products and services

Database support

• Support Coda database maintenance and optimisation to ensure workflows meet our operational needs

• Troubleshoot database issues within reasonable time frames to avoid business disruption using Decoded staff and Coda support routes

Resource data analysis and reporting

• Create and communicate reports to track key metrics on Asia Pacific programmes

• Support Client Management with client reporting on Asia Pacific programmes

Associate recruitment and onboarding

• Support Product Operations team to recruit and onboard new Associate Facilitators

• Support new delivery teams to access briefing materials on Coda and Google Drive created and maintained by Product as required for delivery, and process feedback regarding any missing materials

Who are you?

Essential:

• You have 2-3 years of experience in a business working environment

• You are fluent in English and have professional experience in English-speaking environments

• You are able to work effectively with multiple stakeholders to organise requirements and priorities

• You are highly organised and self motivated

• You are able to problem solve independently and effectively under pressure

• You have a strong working knowledge of Zoom, MS Teams and Google Suite

• You think creatively and quickly thinking to solve problems around resource and deliverables

• You are able to adapt to changing priorities and adopt new approaches

• You are a strong communicator with the ability to build clarity from ambiguity

• You are confident, empathetic and passionate about working collaboratively and effectively with others

• You are committed to developing Decoded’s delivery capabilities to meet client demand

• You have deep attention to detail, are disciplined and can manage work to deadlines

Bonus:

• You have experience in a similar role and working context of learning provision

• Fluency in Cantonese

• You have experience and/or qualifications in project management and/or people management

• You have experience managing coded and uncoded databases

• You have an understanding of data technologies and roles - or be willing to learn more

Skills & Behaviours

Your performance will be measured by and driven by a mindset built on:

• Striving for excellence in everything you do. You don’t accept mediocrity in yourself or the team around you.

• Building brilliant, collaborative and productive relationships with colleagues and partners alike.

• Solving problems elegantly and creatively: “find a way or make a way”.

• Taking accountability for your own success, and the success of others.

Team & Reporting Structure

This role will report into the Senior Product Operations Manager within the Product Operations Team. This team is part of the Global Product Team. The Product Operations Team is UK-based.

Day-To-Day

Our working hours are from 9am-6pm HKT Monday - Friday. You will be based remotely from a co-working space in Hong-Kong expensed to Decoded, or you may work from home.

You will manage your workload independently, ensuring you have required touch-points with the global Decoded team which is majority UK-based. This may require adapting working hours, for which Time Off In Lieu (TOIL) will be provided.

Apart From The Above, Working At Decoded Means You’ll Get:

• 20 days leave per year (excluding public holidays) and extra tenured holiday enabling team members to gain an additional day for every year you are with us (after the first 2 years) up to a maximum of 8.

• We also close the office for 2 full weeks at Christmas at Decoded's discretion which does not come out of your holiday allowance.

• Co-working space membership expensed to Decoded

• Private health care including dental, GP and hospital cover

• Continuous learning and development, coaching and development to allow you to reach your potential. You will be challenged with lots of responsibility and exciting projects in an environment that encourages learning, creativity, personal growth and collaboration

• Flexible working and working from home when you need to

• Apple MacBook Air provided

Your interview process

1. Chat with People Team: you’ll speak to our People Team and be asked a series of questions about your experience, while learning about the role and Decoded..
2. Remote task: you’ll provide written responses to a variety of operational scenarios that will test your abilities to respond to the reality of the job
3. Final interview: you’ll speak to our Head of Product Operations and our CEO and be asked a series of questions about your approaches at work and skills relevant to the role.

Decoded is committed to safeguarding and promoting the welfare of, young people and vulnerable adults and expects all staff and volunteers to share this commitment.