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.

Lead - Service Delivery