About the Organization:

Our client is a high-growth, mission-driven organization operating at the intersection of higher education, skill development, employability, and industry partnerships. The institution works closely with leading enterprises, training partners, and academic stakeholders to deliver work-integrated, industry-led education programs across multiple sectors and locations.

The organization has built a large-scale education and skilling ecosystem, with strong industry linkages, national-level partnerships, and a focus on improving employability outcomes through structured on-the-job learning models.

Role Overview

We are looking for a Senior operations and client servicing leader to manage end-to-end execution across large-scale Education Partnership programs. This role will own operational delivery, partner servicing, revenue assurance, academic delivery governance, compliance discipline, and scalable process-building across multi-sector and multi-location partnerships.

The person will act as the execution bridge between Sales, Partnerships, Academics, Finance, Compliance, Technology, and Delivery teams, ensuring that all partner commitments are delivered efficiently, profitably, and with strong service quality. The role requires ownership of post-onboarding client success, program delivery governance, renewals, escalations, and account economics.

Key Responsibilities:

1) Operations Leadership & Program Execution

-Lead end-to-end operations for education partnership programs across multiple partners, sectors, and geographies.

-Build scalable operating models, delivery frameworks, SOPs, service benchmarks, and partner SLAs.

-Ensure smooth partner onboarding, program launches, regional expansion, and national scale-up.

2) Client Servicing & Strategic Account Management

-Own post-onboarding client servicing and relationship management for strategic partners.

-Act as the key operational interface for institutional and enterprise accounts.

-Drive partner satisfaction, retention, renewals, and account expansion in collaboration with business teams.

-Manage escalations, complex stakeholder expectations, and service recovery.

3) Revenue Assurance & Account Economics

-Ensure revenue realization, billing accuracy, collections coordination, and margin adherence.

-Monitor account-level profitability, cost structures, and operational efficiency.

-Build controls to prevent revenue leakage and improve commercial discipline.

4) Academic Delivery & Compliance Governance

-Coordinate with academic and program teams to ensure timely and compliant delivery.

-Maintain audit readiness, documentation discipline, and regulatory compliance across accounts.

-Balance academic quality, operational efficiency, and partner requirements.

5) Systems, Processes & Governance

-Own delivery MIS, dashboards, governance cadence, escalation matrices, and performance reviews.

-Strengthen process maturity for scale, repeatability, and operational consistency.

-Drive data-led decision-making across delivery and servicing functions.

6)Team Leadership

-Build and lead a pan-India operations and client servicing team.

-Define KPIs, SLAs, and structured review mechanisms.

-Develop second-line leadership and build a culture of ownership, discipline, and service excellence.

Qualification Required:

1) Minimum 12 years of progressive experience in operations, client servicing, account management, program delivery, or service delivery leadership.

2) Postgraduate degree in Management, Operations, Education Management, or a related field preferred.

3) Prior experience in roles such as AVP/VP Operations, Delivery Head, Client Services Head, Program Operations Head, or Account Delivery Leader.

4) Strong exposure to B2B service delivery environments.

5) Preferred industry exposure: Education, Skill Development, EdTech, Corporate L&D, Training, Workforce Development, large-scale services, or platform businesses.

6) Experience managing multi-location, multi-stakeholder, and high-scale operational programs.

7) Strong understanding of account economics, revenue assurance, SLA governance, and delivery quality

8) Project Management / Operations Management certification will be an added advantage.