Hark Music Operations Executive Tasks

Operations Executive Team Member Responsibilities

• Prioritize daily tasks: monitor WhatsApp, Telegram, emails, and HarkNet administration.
• Monitor and respond to incoming WhatsApp chats and Telegram messages for student and coach support.
• Ensure proper documentation and class management in HarkNet, including creating classes, enrolling students, and managing attendance.

Good Work Practices

• Start the day by reviewing the daily calendar for class schedules and any new trials.
• Check the Dashboard for highlights to stay informed on current classes.
• Quickly scan emails and messages to identify urgent tasks and prioritize accordingly.

Urgent Messages

• Focus on urgent WhatsApp messages related to trial students, payment inquiries, and student lateness.
• Support coaches with issues such as student absences, late arrivals, or emergency leave requests.

End-of-Day Procedures

• Report any discrepancies or urgent matters in group chat and hand over critical tasks to team members if absent the following day.

Essential Conduct Guidelines

• Always seek assistance or clarification from team members when needed.
• Avoid offsetting student credits without verification; consult with the team regarding any student account balances.
• Maintain privacy by not revealing coaches' contact information and verify lesson arrangements before confirming with students.

Student Policies

• Course fees can be transferred between courses, but not to another person without management approval.
• Cancellation notice period for private coaching: one day before by 4 pm; small groups do not allow regular cancellation, only rescheduling.
• Procedures for coach absence include rescheduling, make-up lessons, or a stand-in if necessary.

Fee Management

• Fees collected via Direct-Debit, Visa/MasterCard, or PayNow; discounts for Direct-Debit enrollment.
• Cease Direct-Debit upon filing for deferment or withdrawal, ensuring no transactions post-inactivity.
• Students wishing to stop lessons can apply for deferment or withdraw via email, but resuming incurs a registration fee.

Miss-a-Lesson Policy

• Options for missed lessons: attend another class with the same coach or schedule a 15-min individual session.
• Advance notice of one week is recommended for absences, which should be reported through the HarkLearners Portal.

Registration and Payment

• The registration fee of 50coverscoursematerialsandisaone−timefeeforallnewstudents;discountedfeeof50 covers course materials and is a one-time fee for all new students; discounted fee of 50coverscoursematerialsandisaone−timefeeforallnewstudents;discountedfeeof30 applies if registered within three days post-trial.
• Partial payments cannot be offset without supervisor verification.

Lesson Schedule Management

• Shifting lesson timings requires a formal request via the Coach Request Form, ensuring all factors are considered before approval.
• All requests are processed through established communication channels, and outcomes are communicated back to the coach.

Operations Executive Team Member Responsibilities

• Prioritize daily tasks: monitor WhatsApp, Telegram, emails, and HarkNet administration.
• Monitor and respond to incoming WhatsApp chats and Telegram messages for student and coach support.
• Ensure proper documentation and class management in HarkNet, including creating classes, enrolling students, and managing attendance.

Good Work Practices

• Start the day by reviewing the daily calendar for class schedules and any new trials.
• Check the Dashboard for highlights to stay informed on current classes.
• Quickly scan emails and messages to identify urgent tasks and prioritize accordingly.

Urgent Messages

• Focus on urgent WhatsApp messages related to trial students, payment inquiries, and student lateness.
• Support coaches with issues such as student absences, late arrivals, or emergency leave requests.

End-of-Day Procedures

• Report any discrepancies or urgent matters in group chat and hand over critical tasks to team members if absent the following day.

Essential Conduct Guidelines

• Always seek assistance or clarification from team members when needed.
• Avoid offsetting student credits without verification; consult with the team regarding any student account balances.
• Maintain privacy by not revealing coaches' contact information and verify lesson arrangements before confirming with students.

Student Policies

• Course fees can be transferred between courses, but not to another person without management approval.
• Cancellation notice period for private coaching: one day before by 4 pm; small groups do not allow regular cancellation, only rescheduling.
• Procedures for coach absence include rescheduling, make-up lessons, or a stand-in if necessary.

Fee Management

• Fees collected via Direct-Debit, Visa/MasterCard, or PayNow; discounts for Direct-Debit enrollment.
• Cease Direct-Debit upon filing for deferment or withdrawal, ensuring no transactions post-inactivity.
• Students wishing to stop lessons can apply for deferment or withdraw via email, but resuming incurs a registration fee.

Miss-a-Lesson Policy

• Options for missed lessons: attend another class with the same coach or schedule a 15-min individual session.
• Advance notice of one week is recommended for absences, which should be reported through the HarkLearners Portal.

Registration and Payment

• The registration fee of 50coverscoursematerialsandisaone−timefeeforallnewstudents;discountedfeeof50 covers course materials and is a one-time fee for all new students; discounted fee of 50coverscoursematerialsandisaone−timefeeforallnewstudents;discountedfeeof30 applies if registered within three days post-trial.
• Partial payments cannot be offset without supervisor verification.

Lesson Schedule Management

• Shifting lesson timings requires a formal request via the Coach Request Form, ensuring all factors are considered before approval.
• All requests are processed through established communication channels, and outcomes are communicated back to the coach.