MFA Program Manager, e-Learning
Overview:
Purpose of MFA
The MFA exists to champion a dynamic and valued media agency industry. We are driven by our vision to make the media agency industry better at what we do, through attracting and retaining the best people; developing efficient and effective ways of working; and demonstrating the value our industry plays in growing clients’ businesses.
Purpose of Role
As the MFA Program Manager for e-Learning, you play a critical role in facilitating the upskilling of people working in the media agency industry, the wider industry and those looking to join the industry. Our goal is to provide all people working in agencies, in the wider media industry and those looking to join our industry with the right functional media skills and industry knowledge to have successful careers.
Your role consists of four main functions:
1. Administration and Customer Service of the MFA e-Learning program
2. Execution of all elements of the MFA e-Learning program
3. Co-ordination of MFA e-Learning content updates
4. Measurement of program engagement/participation
Administration and Customer Service of the MFA e-Learning program – you will have MFA e-Learning registration/participation targets to meet, and you will ensure that all customers and stakeholders have a brilliant experience with the program.
This will require you to:
• Manage registrations and exams enrollments and promptly resolve customer service issues.
• Execute communication and promotion plans including pre, during and post semester promotion.
• Build positive relationships with stakeholders.
• Monitor and push registrations to meet agreed targets and escalate issues if they arise
Execution of all elements of the MFA e-Learning program – ensuring that the MFA e-Learning program runs flawlessly, is on schedule and is a professional and positive experience for all students, invigilators, and agency champions.
This will require you to:
• Project manage the execution of the MFA e-Learning program for all semesters, based on the set program workflow and checklist.
• Be responsible for correctly setting up and maintaining the MFA e-Learning website, learning platform and events systems, database accuracy and issue resolution.
• Co-ordinate the MFA e-Learning exams including system set up, invigilation, hosting, help desk, issue resolution and results release.
• Manage the cost of executing the program within the agreed annual budget.
Co-ordination of MFA e-Learning content updates – supporting the stakeholder responsible for the learning content updates, by ensuring the MFA e-Learning content updates are delivered on schedule and implemented correctly on the MFA e-Learning platforms. This will require you to Project manage the delivery to the agreed timelines and making all necessary changes and uploads to the MFA e-Learning platforms, systems, and processes.
Measurement of program engagement/participation – reporting and monitoring participation in the MFA e-Learning program to meet the set targets. This will include database and system management to ensure November 2022 accuracy, reporting at an individual, company and holding group level, exam reporting to stakeholders and annual member value reporting and escalating participation issues.
Responsibilities, outcomes and how your success will be measured - Your success will be measured by achieving 4 KPI’s:1.
1- Participation and financial delivery:
a. Meeting or exceeding the agreed annual program participation and income targets
b. Managing the program execution within the approved budget
2- Customer and stakeholder experience:
a. Service target (measurement to be agreed)
b. Program experience (measurement to be agreed)
Responsibilities and outcomes:
1. Administration – the exam and e-Learning registration process is executed on time, is efficient, all information is accurate, up to date and easy to understand including website and all communication formats and materials.
2. Customer Service – You are responsible for ensuring that everyone’s experience of MFA e-Learning is always positive – a WOW the MFA e-Learning program is fantastic.
3. Project management - All semesters and exam events are professionally run with positive feedback from all stakeholders. All stakeholders are clear on their roles and outcome expectation, that adequate planning and lead-times are given, and deadlines are set and met.
4. Communication – High awareness of the MFA e-Learning program and its benefits is high amongst stakeholders and potential customers.
5. Participation targets - Each year we will set financial and participation targets for the MFA e-Learning program for you to deliver and set an annual budget required for running the exams. These targets will be a combination of participation of members and non-members; registration income and will be based on making sure that 80% of all member staff with less than 2 years’ experience have participated in MFA e-Learning and gained certification.
6. Website, systems and learning platforms – you are the go-to person for our e-Learning tech systems and platforms and will work closely with our external suppliers to ensure that all system functionality works to deliver a flawless customer experience at at all times, issues are resolved promptly, stakeholders provide positive feedback on their experience, development timelines are delivered, and IT support/development costs are kept within the agreed budgets.
7. Reporting - You oversee program reporting (prepared by the Events Co-Ordinator), ensuring any low participation is identified and addressed or escalated as required. You ensure we are tracking to deliver our KPI’s and act if we need to drive additional enrolments.
The MFA Program Manager, e-Learning reports to the MFA People Director who is responsible for attracting and retaining the very best talent pool of people working in our industry.The MFA Program Manager, e-Learning will have the support of the Events Co-Ordinator, this will be a direct report. You will be responsible for regular check ins, delivery of role accountabilities, setting and ensuring the Events Co-Ordinator is mentored and supported in their personal development goals to be set bi-annually.
Attributes for Success - To be successful in this role you must demonstrate that you have:
• Obsessive drive to create order from chaos. Like most small organisations, everyone who works for the association is juggling numerous projects with multiple priorities, deadlines and things to do on a day-to-day basis. As part of a dynamic industry our priorities shift frequently. We need someone with an obsessive compulsion to organize. Who can prioritize and stick to task, keep their eye on the big picture and create order from the chaos. Yet can also have their head in the detail to ensure that we deliver what we say we will, when we will.
• An Eye for Detail. You will be THE person in the association that will make sure that all ‘I’s are dotted and T’s are crossed’.
• Ability to get things done. Projects will start, stop and become delayed. It will be your role to ensure that they are accomplished on time in the face of this. However, you must also be sensitive to the fact that many of the people with project related responsibilities are volunteers (i.e. This is not their day job and they graciously give us their time and effort in addition to their regular role within their own organisation).
• A true desire to serve. By handling all behind the scenes details you will allow the Association Management and all Project Owners to exclusively focus on our members and partners needs and MFA’s mission and purpose. This role is every bit as important as the person working directly with our members and partners to deliver on that mission. A true desire to serve encompasses much more than simply executing the above KPIs. Rather, it includes anticipating what your stakeholders need at any given time to get the job done and done well.
• Persistence. There will be many roadblocks that occur as a result of working for a high growth association in a dynamic industry. You will need persistence and a ‘where there is a will there is a way’ attitude to accomplish your KPIs and to meet the needs of your stakeholders. You will constantly have to follow up with people (both internally and externally) and ensure that all projects are managed to completion.
• Ability to figure things out. Our association is a not-for-profit, which means we have to be very efficient with our funds, self-reliant, and a pro-active problem solver. Conversely, we represent a very dynamic industry and are always looking for innovative solutions. You should be excited by this challenge and willing to pitch in where needed.• Telling it like it is. We pride ourselves on open, honest, direct communication. We tell it like it is and expect you to as well.
• Passion. Our passion is ‘To be a force to make the industry better at what we do’. We thrive on excellence; we push boundaries and we DON’T accept the status quo. This means we work fast and have opinionated, bright minds. We expect you to have opinions and sometimes we will disagree. We expect you to challenge and to disagree. We also expect you to act professionally and respectfully and to commit to decisions once made, regardless of whether you agree with that particular decision or not.• Office Politics. We’re not interested in office politics and we don’t play games. We expect everyone in the office to be focused on our bigger mission and not on creating drama. We work at a very fast pace. This can sometimes cause friction. Your ability to get along with the team, to be open and honest about problems as they arise, will be central to your success in this role.
Requirements:
- Cover Letter
- Resume
Submit Applications To: linda@mediafederation.org.au
Contact Name: Linda Wong
