Head - Program & Operations - CSR/Education/Social Development Space

Program Head/ Operations Lead, CSR

Key Goals/ Measures:

1. Revenue Growth of existing CSR accounts, Margins

2. Account/ Relationship Management (Performance metrics to be agreed)

3. Service Delivery Management (Performance metrics to be agreed)

4. Program Impact, Outcomes (Metrics to be agreed)

5. Business Development, # of new engagements seeded

Key Responsibilities : 

1. Lead the design of scalable service delivery process and team structure for the CSR business roadmap for next 3 to 5 years and align with the other functions/ teams in the organization

2. Lead the execution of needs-assessment (pre-program validation) for the program along with Sales/ Fund-raise team, and align on the sales-handover process for all new accounts/ programs

3. Lead each existing/ new program design/ configuration & planning of resources

4. Ensure readiness for the launch of the program: resources, tools, key stakeholder alignment/ permissions - through a well-established process and reviews

5. Work within the organization (HR, Product, SCM, Finance etc) and Client Organization (donor, schools) to align on the launch/ readiness

6. Manage operations/ delivery and teams associated with all the existing programs: resource management, deliverables management, client expectation management, program reviews & reporting, systems/ process compliance, contracting/ billing/ collections

7. Overall accountability for retention and growth of CSR business

8. Overall accountability for account/ relationship management with key client stakeholders

9. Expected Portfolio Size: 8 Cr to 10 Cr in FY 19-20 (500+ public schools)

Key Competencies:

1. Major/ large account relationship management, process/ systems design for large programs,

2. Operations/ delivery management experience in the education/ social development space

3. Managing large programs, background in working with corporate teams,

4. Fluent in use of systems/ tools,

5. Excellent communication skills,

6. Ability to manage distributed teams and functions,

7. Interest in development/ sports