Head - Operations - Online Education Business

Head - Operations - Online Business

Role Responsibilities:

1.Learner Success Operations:

- Responsible for batch planning and execution. Own the learner on boarding, batch launch, training delivery and batch feedback collection activities

- Monitor learner learning progress and career outcomes. Plan and arrange internal and external mentoring sessions, learning and career interventions as necessary for all the programs

- Manage a pool of Student Success coordinators and mentors to deliver student success in each batch across all our domestic and global online programs

- Own the post sales and pre-admission processes with domestic and international institutions including but not limited to applications review, assessment tests and interviews

- Coordinating arrangements for learner travel, visa & accommodation services for international programs.

- Plan a calendar and deliver structured alumni engagement activities

- Track and manage a ticket management service helpdesk to resolved learner complaints and queries within a specified TAT

2.Sales Training & Governance Operations

- Collaborate with Sales teams across domestic and global business lines to monitor and provide governance on the quality of Sales

- Responsible for creating, executing a structured training plan, auditing review process and remedial interventions for our Sales force on a timely basis

- Provide Sales support activities such as MIS and provide governance on the performance metrics of Sales and marketing team across domestic and global business lines

- Support the sales team on day to day basis with lead management services.

3.Academic Operations:

- Work closely with faculty of Universities and trainers from Industry to plan and deliver their teaching delivery schedule across all programs

- Negotiate all trainer contracts as per budget constraints. Own the delivery schedule and trainer relationships. Coordinate with accounts team to ensure timely invoicing and payments.

- Monitor quality of delivery and the NPS metric across all our programs

- Liaise with the institutions, learners and invigilation for smoothly conducting exams and sessions

- Provide support during interview & selection processes conducted by the institutions

4.Finance & Legal Operations :

- Track all the financial metrics across Sales, Marketing and Delivery

- Be the custodian of the legal agreements, P&L budgets, Sales forecasts and Cost structures across business lines in domestic and global business lines

- Responsible for accurate business reporting through sales dashboards, spends reports and sales performance reports.

- Liaise with the learner and banks for documentation and loan disbursement.

- Coordinate with accounts team to ensure timely invoicing, collections and payments.

5.Placement Operations:

- Work very closely with the Placement team to sustain our industry first placement rates of our learners

- Support our premium hiring partners in orchestrating their interviewing and selection processes

- Handle allied career and placement services support as a value added service for existing learners in partnership with Placement team

6.Content Operations:

- Collaborate with Content team and Product team to support in creation and maintenance of content maps

- Create, schedule and execute the content delivery plan across all batches of all programs

- Execute structure audit plans for reviewing content quality basis feedback from learners and industry

- Manage the LMS publishing and batch delivery activities

Desired skillsets:

- Postgraduate (ideally MBA) with 10+ years of experience

- Experience in managing teams

- Good understanding of professional online education programs

- Ability to grasp academic concepts quickly

- Interest in online education or teaching experience would be valuable

- Excellent communication skills

- Ownership and long term thinking

- Excellent knowledge of MS Excel, vlookup, pivot tables, power point and ERP tools.

- Background in MIS and reporting.

Personality traits:

- Time management and communication skills are essential.

- Strong analytics and number crunching skills, pleasant and happy demeanour.

- Positive and confident attitude, strong sense of integrity and ethical behaviour.

- Willingness to learn and adapt, respectful, co-operative, helpful and punctual behaviour.

The above role description is an indicative expectation of the performance; any additional tasks / accountability may be combined or modified to ensure achievement of role objectives.