Assistant Manager

17 hours ago

New Delhi, India PW (PhysicsWallah) Full time

Job Title: Operations Assistant ManagerDepartment: Business OperationsLocation: HSR Layout - Bangalore (Hybrid)About the RoleThe Operations Assistant Manager will play a key role in ensuring the smooth execution of daily operations, optimizing processes, and driving efficiency across business units. The ideal candidate will collaborate cross-functionally with Product, Sales, Marketing, and Finance teams to ensure seamless student experience, lead flow management, process governance, and operational excellence.Key Responsibilities1. Process Management & Optimization- Oversee day-to-day operations to ensure smooth workflow and adherence to SLAs. - Identify process gaps and drive improvements to enhance efficiency and learner experience. - Develop and document SOPs for recurring tasks and projects. - Collaborate with cross-functional teams to align operational goals with organizational objectives.2. Lead & Data Operations- Monitor and manage lead lifecycle through CRM/NPF dashboards (Lead Squared, Kapture, etc.). - Ensure proper mapping of leads, enrollments, and refund cases in coordination with Finance and Sales. - Regularly review lead performance, drop rates, and call connectivity data to identify areas of improvement. - Coordinate with Product and Tech teams to resolve system bugs, lead flow discrepancies, and report delays.3. Reporting & Analytics- Create, maintain, and present daily/weekly/monthly reports on sales funnel, productivity, and conversions. - Analyze trends to suggest actionable insights for revenue growth and operational performance. - Track counselor performance metrics and suggest optimization strategies.4. Stakeholder Management- Act as the key point of contact between Category, Product, Sales, and Finance teams for operational escalations. - Communicate effectively with internal and external stakeholders to ensure timely task completion. - Support new initiatives, launches, and quarterly business reviews with structured data and execution plans.5. Quality & Compliance- Ensure all operations follow compliance guidelines and internal quality standards. - Regularly audit data entries, call records, and process adherence. - Manage refund, re-enrollment, and course transfer operations in coordination with Finance.Required Skills & Competencies- Strong analytical and problem-solving abilities. - Hands-on experience with CRM systems (LeadSquared, Salesforce, HubSpot, etc.) and data reporting tools. - Excellent communication and stakeholder management skills. - Ability to multitask and work under pressure with attention to detail. - Proficiency in Excel/Google Sheets, data visualization, and process documentation.Qualifications & Experience- Bachelor’s or Master’s degree in Business Administration, Operations, or related field. - 3–6 years of experience in operations, preferably in an EdTech or service-based environment. - Experience in process improvement and reporting automation is a plus.Key Performance Indicators (KPIs)- Lead to enrollment conversion improvement. - Reduction in refund and drop-off cases. - Process turnaround time and SLA adherence. - Accuracy and timeliness of reports and dashboards. - Stakeholder satisfaction and internal collaboration efficiency.Interested candidates can email CV @ ankita.bhowmick@pw.live

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