ECA - Operations Executive - Chennai

Purpose of the Role

To be the custodian for ensuring smooth Operations Management at dedicated Center and partner centres along with colleges, driving data accuracy on all systems and process adherence in all functions.

Structure

Reporting to Centre Manager, dotted line to Operations Manager

Span

INDIVIDUAL CONTRIBUTOR

Key Deliverables

- Tracking of all activities (MTP, operations and business) and business done at allocated centers during the day

- Ensure that all activities at the center are according to the CPS.

- Batch launch documentation, mobilization as per TAF verification, document compliance.

- Manage the NPS of the centre, get timely rating and maintain score above 85%. Attendance of the learners at centre to be managed above 85% . Follow up for the inactive learners and convert dropout to active learners. Mentor learners for engagement in training and placement activities.

- Calls to be done to in training learners including welcome, support, follow up calls. Collect learner testimonials in the form of videos, photos and text on email etc.

- Ensure that the SOPs are being adhered to at allocated centers. Follow up and use escalation matrix where applicable.

- Centre point of contact for all matters related to SOP and CPS

- Maintaining the Fee tracker for each of the centers in the region for projects. Maintain record of documentation for external assessments.

- Ensuring data accuracy and consistency across all portals (internal and external). SHR, B9, SID and other portals which get added.

- Preparing BU/ center reports on request from the respective functional heads

- Support center meets and mentor for delivery of targets.

- Ensure PBF/TAF adherence for enrollments. Give insights on business movement.

- Manage advances and expenses for the centre. Document and liase for the attendance register, centre files, batch files, asset register, computer repairs, dispense of rent, electricity and water bills, maintenance of premises, refreshments for team etc.

Job Responsibility

- Review the daily activities done at each center

- Support the Center teams in understanding the activities that they need to perform at the center as per the CPS

- Support the center teams in understanding the SOPs and ensuring that the center teams are adhering to the SOP completely (until the Internal Audit team is in place)

- Work with the BU Head, CMs, TM, and DPM to resolve any issues that have been identified at each center

- Conduct random audits on the activities done at the center every week Uploading enrolment data on SIP

- Updating training completed data on SIP

- Updating placement data on SIP

- Ensure accurate placement documentation

- Ensure proper response and closure to tickets raised on FreshService.

- Maintain tracker for AWS assessments, results and learner fees refund. Collect documentation as required for ticket purpose.

Approach

Maintaining 100% Adherence to SOPs and the deliverables deadline

Be the custodian for adherence to all SOPs in the team and be on top of all team reports and data to ensure that all processes are being followed

Maintain an issue tracker and track it closely for the closure of issues

Assist the team members in reaching out to the right stakeholders to resolve

issues

Be approachable to the team members whenever they need help

Collaboration

Key Shared Accountabilities

Adherence to all SOPs

Resolving Issues on time

Maintaining accurate data in all systems

Collaborators

BUSM, BUSSM, Centre Manager, Trainers, DPM

LG Team, LC Team

Training Manager

Centralized Placement Team