Support Lead

3 weeks ago

gurgaon, India Saras AI Institute Full time

Operations Lead – Student Success

Responsibilities
Assistance to students with inquiries and issues using email, phone and chat.
Prepare Reports on Student’s progress in each module in a semester and maintain Profile of Students
Manage a team of operation executives to help them deliver their best to support students
Ensure that student records are up-to-date and compliant with Saras AI policies and regulations.
Ensure Seamless Student experience by designing and implementing new processes.
Ensure the best Student satisfaction score in the online university model
Coordinating with academic departments and faculty to ensure alignment between enrolment and academic requirements
Ensuring compliance with legal and regulatory standards governing student enrolment and records management.
Creation of SLAs and Adherence to SLAs in the Student Operations Support process
Continuously identifying opportunities to streamline administrative processes and improve the overall efficiency of operations.

Alumni Support
Maintaining accurate and up-to-date records of alumni contact information, employment status, and other relevant Alumni within students’ community platform
Managing alumni events, guest lectures, reunions, webinars, and networking opportunities to foster connections between alumni and current students for experience-based learning
Gathering feedback from alumni through surveys and other methods to assess satisfaction, identify areas for improvement,
Analysing alumni engagement metrics, and other initiatives to assess the effectiveness of alumni programs and continuous improvement

Internship and Placement Support
Integration with platform like untapped etc and sharing capstone project details with student to facilitate application for those opportunities
Ensure the Organization share their internship requirements, Student shortlisting procedure, assignment duration, job description, Stipends/compensations
Providing guidance and support to students in identifying internship and job opportunities
Matching students with appropriate internship opportunities based on their interests, skills, and career goals, and facilitating the placement process
Monitoring the progress of interns during their placements, collecting feedback from both students and employers, and evaluating the effectiveness of internship programs
High Internship placement and Job Placement Rate for Students of SARAS AI

Ideal Candidate
4+ years of student support or customer experience background
Strong understanding of various technical platforms used in online education, including CRM systems, communication tools, data analytics software, and helpdesk systems.
Experience working in a fast-paced, dynamic environment.
Experience in collaborating with cross-functional teams. Ability to lead initiatives aimed at improving support processes and driving student success.
Passion for education and a commitment to student success.
Skilled in MS office tools
Strong analytical skills and data-driven decision-making ability.
Excellent communication, interpersonal
Awareness of Student lifecycle in an institute and ability to help students at each level of their journey
Strong organizational skills for managing multiple tasks, priorities, and deadlines effectively.
Fluency in the latest technology trends and solutions related to handling operations.

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