Assistant Manager

2 weeks ago

New Delhi, India Apeejay Stya Education (Svran Foundation) Full time

Assistant / Deputy Manager - Stakeholder Experience, Apeejay Education, Apeejay Society


About US:


The Apeejay Education Society, established by the leading Industrial House of Apeejay Stya in the year 1967, has built a rich heritage of nearly four and half decades in the field of quality education through a family of 29 institutions, i.e. 13 schools and 16 institutions of higher learning, in various states of the country, along with the Apeejay Stya University – India’s first Liberal Arts University focused on Technology & Research.



All Apeejay institutions are guided by the vision of late Dr. Stya Paul, Founder President, Apeejay Education Society, of ‘value-based holistic education, focusing on acquiring thinking skills and learning how to learn for life’ - a truly global vision, transcending the confines of state and country, and is drive by innovative techniques, progressive curricula and state-of-the-art infrastructure.



The motto of the Society, “Soaring High is My Nature” with its origins in the literature and principles of Ancient and Modern India, enshrines our belief that true education inculcates a constant pursuit of excellence on the strength of human and moral values, and truly prepares the individual for the challenges of life.


Job Responsibilities:


Stakeholder Relationship Management:

  • Develop and maintain strong relationships with key stakeholders – both internal and external, including parents, Heads of Institutes, Faculty, students, and other internal teams.
  • Act as a bridge between stakeholders and the organization, addressing concerns and ensuring their feedback is adequately is addressed / resolution provided within the laid down guidelines and policies.


Communication:

  • institutes regarding communication strategies to keep stakeholders informed and engaged.
  • communication, including to regulatory bodies, as required.


Issue Resolution:

  • Manage and address Stakeholder inquiries, feedback, escalations.
  • Proactively identify and address any issues or concerns raised by stakeholders.
  • Work closely with relevant departments to resolve issues and ensure a positive Stakeholder experience.
  • Monitor process(s) on an ongoing basis to ensure optimum service delivery


Feedback Collection and Analysis:


  • Developing and implementing mechanisms / use tools like Survey Monkey and Google forms for Net Promoter Score (NPS) / Satisfaction surveys administration
  • Conduct data analysis, analyze feedback to identify improvement opportunities.
  • Collaborating with cross-functional teams to drive necessary improvements and action plans for desired outcomes.
  • Training and educating staff on ‘Stakeholder Management’
  • Further to provide regular reports and insights to senior management and stakeholders


Process Improvement:


  • Continuously assess and improve processes related to stakeholder interactions.
  • Collaborate with cross-functional teams to implement changes that enhance overall stakeholder satisfaction.
  • Propose / outline policies and systems for improved stakeholder service across institutions.
  • Handle and manage process failures that lead to stakeholder dissatisfaction.



Training and Development:


  • Train and develop internal team members on effective stakeholder engagement and service practices.


Metrics and Reporting:

  • Establish key performance indicators (KPIs) /dashboards to measure and report on the effectiveness of stakeholder engagement initiatives.
  • Provide regular reports to senior management on stakeholder experience metrics and trends.


Cross-functional Collaboration:

  • Collaborate with various departments, including sales, marketing, customer support, and product development, to ensure a cohesive approach to stakeholder experience.


Innovation:

  • Stay updated on industry trends and best practices to bring innovative ideas to enhance stakeholder experience.


In summary, the role involves managing relationships, resolving issues, collecting feedback, improving processes, and ensuring that the organization maintains a positive and collaborative relationship with its stakeholders.


Competencies and skills required:


  • Clear verbal and written English communication
  • Ability to listen and problem-solving
  • Ability to empathize
  • To identify and anticipate customer needs
  • Flexibility
  • Dependability
  • Interpersonal skills
  • Ability to handle pressure/work under stress- Emotional stability - mid to high
  • High emotional intelligence, positive attitude, and ability to calmly deal with irate or upset individuals
  • People-oriented, communicate and coordinate with internal departments/people
  • Follow up on customer interactions
  • Proficient with MS applications
  • Self-motivated and driven


Qualifications:


Graduate/Post Graduate degree / diploma in a relevant subject (preferably in PR/Management/Administration) from a reputed institute.


Experience / Knowledge :


  • Minimum of 5 yrs of experience in a similar role.
  • Excellent communication skills in English and Hindi, are a must have.
  • Excellent skills in MS Excel and PowerPoint are a prerequisite.


Job Location: New Delhi (South Delhi)


Remuneration: Salary is not a constraint for the right candidate.


Interested candidates may send in their CVs to rhythm.chadhaa@teams.apeejay.edu along with current, expected CTC, and notice period details.

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