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Operations Knowledge Hub

User manuals for the teams that keep programmes, payments, and learners moving.

This page gives each user group a practical operating guide for the LBS CRM and website workflow: what to check, what to update, what to escalate, and how to keep records clean.

Browse manuals Read shared principles
4 audience-specific manuals
1 shared source of operational truth
100% focused on daily execution, not theory

Included Audiences

  • Programme Managers
  • Approval Committee
  • Accounts Team
  • Students

Shared Rules

What every team should do before changing a stage, issuing a payment instruction, or escalating work to another team.

This manual is based on the actual admissions and receivables workflow in the current CRM build. Use the system buttons, smart buttons, stage wizard, and reporting views as described here instead of using side channels as the source of truth.

Use the Right Screen

Open the exact menu, report, or applicant form for the task instead of working from memory or old exports.

Move Stages Properly

For admissions, always use the Change Stage action so the workflow rules, comments, warnings, and notifications are preserved.

Check Evidence

Before approval, payment allocation, or escalation, verify the application details, invoice reference, amount, and checklist status.

Leave an Audit Trail

Use the system comments, receipt records, checklist timestamps, and posted documents so the next team can trace what happened.

Manual Directory

Choose the guide that matches your role.

Operations

Programme Managers

Manage submitted applications from first review through committee submission, admission package issue, and enrolment.

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Committee

Approval Committee

Review committee-ready applications, complete committee checklist checks, and either approve or return the application with a decision comment.

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Finance

Accounts Team

Track programme revenue, outstanding invoices, wallet balances, receipts, and payment allocation using the LBS Receivables screens.

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Learners

Students

Understand the expected journey from application to payment, signed documents, and final enrolment.

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Operations

Programme Managers

Manage submitted applications from first review through committee submission, admission package issue, and enrolment.

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Where to Start

  • Recruitment > Applications > All Applications
  • Recruitment > Applications > Unfinished Applications
  • Recruitment > Configuration > Applications > Application Checklist
  • Recruitment > Configuration > Settings > Admissions > Committee Members

Key Focus

  • Use the applicant form and the Change Stage button for every controlled stage move.
  • Use the Admissions Workflow tab to review committee notes and both checklist columns.
  • Use the Sales and Invoices smart buttons to confirm commercial follow-through.

Step Guide

1. Review new submitted applications

  • Open Recruitment > Applications > All Applications and filter or group by Stage to find records in Submitted Application.
  • Open the applicant and review the ordered tabs: Admissions Workflow, General Information, Personal Information, Billing Information, Professional Experience, Education Background, Executed Documents, and Notes.
  • Use the passport image, applicant details, company details, and programme information to confirm the record is complete enough for review.

Step Guide

2. Check unfinished applications

  • Open Recruitment > Applications > Unfinished Applications to find records where submitted is still false and a website user exists.
  • Use this view to chase applicants who started but did not complete submission.
  • Do not move unfinished records through the admissions workflow until the applicant has actually submitted the application.

Step Guide

3. Work the checklist before sending to committee

  • In the Admissions Workflow tab, review the Checklist section.
  • Tick the Programme Manager column for each item you have verified. The system stores who checked it and when.
  • If checklist items are missing, you can still send to committee, but the stage wizard will warn you that programme manager items are still unchecked.

Step Guide

4. Move the application through the manager-controlled stages

  • Use Change Stage from Submitted Application to move the record to Application Under Review when internal review starts.
  • Use Change Stage from Application Under Review to move the record to Awaiting Committee Approval when the file is ready for committee.
  • When moving to Awaiting Committee Approval, a committee summary is mandatory. Enter the summary in the wizard comment box. The system posts the summary and notifies configured committee members.

Step Guide

5. Issue the admission package after approval

  • Once the application reaches Approved By Committee, the programme manager can move it to Admission Letter and Invoice Issued.
  • That move automatically prepares and sends the admission package email with the admission letter and invoice attached.
  • You can also use the header buttons Send Admission Package, Preview Invoice, Print Invoice, and Print Admission Letter from the applicant form.

Step Guide

6. Confirm enrolment and completion

  • Move from Admission Letter and Invoice Issued to Enrolled only after payment conditions and admission readiness are satisfied.
  • Use the Sales and Invoices smart buttons to confirm the commercial record linked to the applicant.
  • Move from Enrolled to Completed Programme when the learner has finished the programme lifecycle.
Committee

Approval Committee

Review committee-ready applications, complete committee checklist checks, and either approve or return the application with a decision comment.

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Where to Start

  • Recruitment > Applications > All Applications
  • Applicant Form > Admissions Workflow tab
  • Recruitment > Configuration > Settings > Admissions > Committee Members

Key Focus

  • Only configured committee members can treat applications at committee stage.
  • The first committee member who starts treatment claims the application through committee_user_id.
  • Committee decisions are captured through Change Stage with a mandatory comment.

Step Guide

1. Open applications waiting for committee

  • In Recruitment > Applications > All Applications, filter for Stage = Awaiting Committee Approval.
  • Open the record and go to the Admissions Workflow tab to read the Committee Submission Summary entered by the programme manager.
  • Confirm you are a configured committee member in Recruitment Settings. If committee members are not configured, programme managers cannot submit records to committee.

Step Guide

2. Review the file and complete committee checks

  • Review the same applicant tabs used by programme managers, especially applicant details, company details, education background, professional experience, and notes.
  • In the Checklist section, tick the Committee Member column for each item you have verified. The system stores who checked it and when.
  • If another committee member has already claimed the record, the system blocks a second reviewer from treating it.

Step Guide

3. Approve or return the application

  • Use Change Stage while the application is in Awaiting Committee Approval.
  • Move back to Application Under Review if the file needs corrections, or move forward to Approved By Committee if approved.
  • A committee decision comment is mandatory for both approval and return to under review.

Step Guide

4. Know the committee-stage guardrails

  • The wizard warns if committee checklist items are still unchecked, but you can continue if the committee intentionally decides to do so.
  • Only applications with committee approval can move later to Admission Letter and Invoice Issued, Enrolled, or Completed Programme.
  • If rejection is required at committee stage, the rejection also routes through Change Stage and requires a rejection comment.
Finance

Accounts Team

Track programme revenue, outstanding invoices, wallet balances, receipts, and payment allocation using the LBS Receivables screens.

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Where to Start

  • Invoicing > Reporting > LBS Receivables > Overview
  • Invoicing > Reporting > LBS Receivables > Accounts Receivable
  • Invoicing > Reporting > LBS Receivables > Aged Receivables
  • Invoicing > Reporting > LBS Receivables > Program Revenue
  • Invoicing > Reporting > LBS Receivables > Payment Reports
  • Invoicing > Reporting > LBS Receivables > Receipt Management
  • Invoicing > Reporting > LBS Receivables > Wallet Management
  • Invoicing > Reporting > LBS Receivables > Reconciliation

Key Focus

  • Use Program Revenue when the question is programme performance.
  • Use Accounts Receivable and Aged Receivables when the question is who owes and how overdue they are.
  • Use Wallet Management and Reconciliation when money has been received but not fully allocated.

Step Guide

1. Check revenue per programme

  • Open Invoicing > Reporting > LBS Receivables > Program Revenue.
  • Use the list view to see Program, Invoice Count, Total Amount, Paid Amount, Outstanding Amount, and Collection Rate.
  • Open a programme row or use the Invoices button to drill into the applicant and invoice lines behind that programme’s revenue.

Step Guide

2. Check open invoices and overdue balances

  • Open Accounts Receivable for all posted customer invoices. The default context already focuses on outstanding balances.
  • Use the Outstanding and Overdue filters, or group by Customer, Company, Program, or Status.
  • Open Aged Receivables to review bucketed balances such as current, 31-60, 61-90, and over 90 days.

Step Guide

3. Review payment activity and receipts

  • Open Payment Reports to analyse receipts by method, date, company, or month using list, pivot, or graph views.
  • Open Receipt Management when you need receipt-centric actions such as Download PDF, Print Receipt, or Open Payment.
  • Use receipt number, invoice number, partner, and payment method filters to answer operational questions quickly.

Step Guide

4. Fund a wallet when money is received

  • Open Wallet Management and locate the customer or learner.
  • Use Fund Wallet to open the wizard with Partner, Journal, Virtual Account, Payment Date, Amount, Payment Reference, and Memo.
  • Post Funding to create the wallet funding payment record.

Step Guide

5. Allocate wallet balance to an invoice

  • From Wallet Management, an invoice, or a wallet payment record, use Allocate Payment, Pay from Wallet, or Allocate Wallet.
  • In the Allocate Wallet Payment wizard, confirm wallet owner, selected payment, invoice, available balance, invoice residual, and amount to allocate.
  • Use Apply Wallet to post the allocation. The amount cannot exceed the available wallet balance or the invoice outstanding amount.

Step Guide

6. Reconcile unallocated wallet payments

  • Open Reconciliation to see inbound wallet funding payments with remaining unallocated balance.
  • Use the Unallocated filter to focus on payments that still need to be applied.
  • Open the payment and use Allocate when part or all of the payment should be matched to an invoice.
Learners

Students

Understand the expected journey from application to payment, signed documents, and final enrolment.

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Where to Start

  • Programme application page
  • Invoice or order reference provided by LBS
  • Portal pages for signed documents and payment follow-up

Key Focus

  • Use one consistent email address from application through payment.
  • Reference the invoice or order number whenever you make payment or request support.
  • Expect the admissions process to move through internal review, committee approval, invoice issue, and enrolment.

Step Guide

1. Submit the application correctly

  • Complete the application fully and submit it; unfinished applications remain in a draft state until submission is completed.
  • Use accurate name, phone, email, company, and billing details so the internal team can process the application without rework.
  • Keep a record of the programme you applied for and the email address used.

Step Guide

2. Wait for internal review and committee decision

  • After submission, the application is reviewed internally and may be escalated to committee approval before the admission package is issued.
  • If the school needs missing details or corrections, the application may be returned for further review before approval.
  • Do not create duplicate applications unless instructed to do so.

Step Guide

3. Pay using the issued invoice details

  • Pay only with the invoice, bank, or virtual account details sent for your own record.
  • Always include the invoice number or order reference when making a payment or sending proof of payment.
  • Keep your receipt or transfer evidence until your enrolment is confirmed.

Step Guide

4. Complete document and enrolment steps

  • Review and sign required documents where applicable.
  • Watch for admission package emails, enrolment confirmation, and further onboarding instructions.
  • If payment has been made but the status has not updated after a reasonable time, contact support with the reference and date of payment.

Need a New Manual?

If another team needs a guide, this hub can be expanded with role-specific workflows and screenshots.

Review Current Manuals