Deputy General Manager - Operations Manager - Education - IIT/NIT/BITS

DGM- Ops Manager - For a Tier 1 Engg Institute

Minimum 10 years of post-qualification work experience in which atleast 6 - 7 years of experience in customer service operations/ Education Operations in Private Universities / Training Companies

Purpose: To enable effective student lifecycle management and contribute to the growth of the program.

AREAS OF RESPONSIBILITY (Key Activities) :

- Planning and Budgeting :

Forecast expenditure for existing operations and for improvements in operations, and prepare budget; Monitor and control budget cost overrun, evaluate cause and take corrective action if required, plan for necessary resources for quality student services, support the planning and implementation of growth strategies

- Monitoring Operations :

Plan, coordinate and control the activities of the Operations team in delivering student services and meeting the objectives of the organization, develop and implement student service policies and procedures, define and communicate student service standards, oversee the daily operations of the team and ensure that the student service standards are upheld, track complaint resolution, handle complex and escalated student service issues, monitor accuracy of reporting and database information, analyses relevant data to determine student services outputs

- People Management :

Plan, prioritize and allocate responsibilities within team, monitor and manage performance of team, provide developmental feedback, resolve grievances, counsel and mentor team members through the year

- Actual versus budget costs (cost of infrastructure, logistics etc.);

- Adherence to timelines for various student life cycle management activities and customer service activities