Lead - Service Delivery

4 days ago

Mumbai, India TimesPro Full time

Job Description

Position Overview:We are seeking a dynamicService Delivery Lead. The ideal candidate will lead cross-functional teams to ensure seamless execution, meet performance goals, and enhance customer satisfaction.

Key Responsibilities:

Onboarding and Pre-Delivery Management:

- Drive the application-to-enrolment process and engage prospective students.
- Collaborate with sales teams and improve quality scores.
- Implement strategies to reach 90% of applicants and meet quarterly goals.

Collections, Retention, and Outreach:

- Manage learner experience and retain at-risk candidates.
- Oversee retention and fees collection, addressing student concerns.
- Lead outreach calls to enhance program completion and track payment recovery.
- Forecast and achieve cash targets.

Value Services and Delivery Management:

- Deliver value services like campus immersion and learning platforms.
- Manage delivery batch owners and liaise with faculty for batch delivery.
- Ensure a positive learning experience, including weekend session planning.
- Resolve service tickets and drive continuous improvement.

Channel Infra and Studios:

- Ensure classroom experience and manage examinations.
- Plan and execute studio and faculty availability.

Customer Support and Ticket Management:

- Manage ticketing and grievance redressal, handling drops and refunds.

Leadership and Strategic Planning:

- Develop and execute quarterly action plans.
- Analyse performance metrics and mentor teams to achieve KPIs.
- Foster a collaborative team culture.

Job Requirement

Required Skills and Qualifications:

- Education:Bachelors in Business Administration, Management, or related field; Master s preferred.
- Experience:10+ years in operations, retention, or service delivery roles, with 5+ years in management.
- Technical Skills:Proficient in CRM systems and data analytics tools.
- Leadership:Proven ability to lead diverse teams.
- Communication:Excellent verbal and written skills.
- Problem-Solving:Strong analytical skills.
- Customer Focus:Commitment to exceptional service.
- Organization:Ability to prioritize tasks and manage projects.

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