Lead - Service Delivery

Position Overview: We are seeking a dynamic Service 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.