Head - Operations - EdTech - IIM/ISB/FMS/MDI

Head of Operations for a leading EdTech Organization

Job Description :

- Develop, implement, and review operational policies and procedures

- Establishes and implements short-and long-range organizational goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement

- Managing the captive outbound calling centre - defining performance SLA, Agent Scorecard, measuring productivity and efficiency

- Improves customer service and satisfaction through policy and procedural changes.

- Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.

- Ensure optimization of system, tools, and linkages with other system /tool in use

- Ensure Reports/Dashboard are shared with Managed on pre-defined periodicity

- Provides strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus

- Working with stakeholders - Technology, Product and Content team to synthesize information and enhancement if required

- Reviews, analyses, and evaluates business procedures

- Creating a platform for making the processes future-ready by challenging the status quo, and bringing efficiencies in identified areas through Automation or Business Process Reengineering. Identification and implementation of Focused Improvement Projects (FIPs)

- To identify and deliver service improvement activity across the organization by employing process improvement methodologies and the applications

- To take ownership of change initiatives from evolution/efficiency identification through to project delivery via governance and controls

- To Work with the support team for identifying vendor partners for sourcing requirements Build strong business relationships with third-party partners and/or vendors for implementation services as necessary demonstrate good negotiation and relationship-building skills

Skills Required :

- Preferably an MBA or professional qualification from a premier college

- 14 Years+ of experience in marketing in Ed-Tech start-up, unicorns or other established technology product companies. PMP/ITIL Certification preferred

- Good problem solving, strategic and decision-making skills.

- Proven problem solving abilities

- Good leadership skills and team building skills to work across functions.