Parent Relationship Senior Manager:

Zonal (North & West, or South & East) - Reports to the Parent Relationship Head.

Function:

Parent Relationship Management.

Reports into:

Parent Relationship Head.

Zone owned:

North & West, or South & East (one Senior Manager per zone).

Direct reports:

All Parent Relationship Managers across the zone's campuses.

Experience:

8 - 10 years overall, incl. 2 - 3+ years in people management.

Education:

Graduate; MBA / relevant PG.

Role Summary:

The Parent Relationship Senior Manager owns parent trust and engagement across every campus in a zone. This is a people - management role first, and - because parent conversations can be sensitive and emotionally charged - it calls for real maturity too: you will hire, ramp, coach, and review a bench of Parent Relationship Managers, hold the line on the 1:300 mapping ratio as the zone grows, and act as the second - level escalation point for the harder, trust - critical conversations a Manager can't close alone.

Key Responsibilities:

- Zonal ownership - be accountable for parent trust and NPS across every campus in the zone - not any single campus, all of them.

- People management - hire, ramp, coach, and review Parent Relationship Managers in the zone, adding headcount as campuses or batch sizes grow so the 1:300 ratio holds.

- Escalation - pick up anything a Manager can't close on their own - especially sensitive or trust - critical conversations - and coach Managers on how those are handled.

- Trust oversight - sample how cases were handled - the tone and the follow - through, not just closure speed - and hold the expectation - management standard, not only the SLA.

- Reporting - consolidate every campus dashboard in the zone into one view, report it to the Parent Relationship Head, and coordinate with Program Ops and the Student Relationship function.

What Success Looks Like - Key Result Areas:

- Zonal parent trust / NPS: NPS rolled up across all campuses in the zone.

- 2nd - level escalation TAT: Time to close issues escalated past the Manager.

- SLA adherence across zone: % of managers' concerns closed within SLA.

- Ratio adherence: Managers in zone operating at or near 1:300.

- Manager stability: Retention of Parent Relationship Managers in the zone.

Note:

Targets and review cadence for each KRA are being finalised by the function.

Who We're Looking For:

- 8 - 10 years of total experience, with demonstrated people management - has directly managed a team of 5 or more.

- Background in a relationship -, trust -, or service - delivery function, ideally one involving sensitive or emotionally - charged conversations.

- Strong escalation handling - stays calm, decisive, and empathetic when an issue is urgent, emotional, or high - visibility.

- A track record of hiring and coaching a frontline team on tone and judgment, not just supervising for numbers.

- Comfortable owning a number (trust/NPS, SLA adherence, retention) and reporting on it upward with a plan, not just a status.

- Willing to travel across campuses within the zone.

Good to Have:

- Experience running distributed or multi - location teams.

- Exposure to trust - building, expectation - management, or escalation frameworks in a client - or family - facing context.