Job Title: Operations Assistant Manager
Department: Business Operations
Location: HSR Layout - Bangalore (Hybrid)
About the Role
The Operations Assistant Manager will play a key role in ensuring the smooth execution of daily operations, optimizing processes, and driving efficiency across business units. The ideal candidate will collaborate cross-functionally with Product, Sales, Marketing, and Finance teams to ensure seamless student experience, lead flow management, process governance, and operational excellence.
Key Responsibilities
1. Process Management & Optimization
- Oversee day-to-day operations to ensure smooth workflow and adherence to SLAs.
- Identify process gaps and drive improvements to enhance efficiency and learner experience.
- Develop and document SOPs for recurring tasks and projects.
- Collaborate with cross-functional teams to align operational goals with organizational objectives.
2. Lead & Data Operations
- Monitor and manage lead lifecycle through CRM/NPF dashboards (Lead Squared, Kapture, etc.).
- Ensure proper mapping of leads, enrollments, and refund cases in coordination with Finance and Sales.
- Regularly review lead performance, drop rates, and call connectivity data to identify areas of improvement.
- Coordinate with Product and Tech teams to resolve system bugs, lead flow discrepancies, and report delays.
3. Reporting & Analytics
- Create, maintain, and present daily/weekly/monthly reports on sales funnel, productivity, and conversions.
- Analyze trends to suggest actionable insights for revenue growth and operational performance.
- Track counselor performance metrics and suggest optimization strategies.
4. Stakeholder Management
- Act as the key point of contact between Category, Product, Sales, and Finance teams for operational escalations.
- Communicate effectively with internal and external stakeholders to ensure timely task completion.
- Support new initiatives, launches, and quarterly business reviews with structured data and execution plans.
5. Quality & Compliance
- Ensure all operations follow compliance guidelines and internal quality standards.
- Regularly audit data entries, call records, and process adherence.
- Manage refund, re-enrollment, and course transfer operations in coordination with Finance.
Required Skills & Competencies
- Strong analytical and problem-solving abilities.
- Hands-on experience with CRM systems (LeadSquared, Salesforce, HubSpot, etc.) and data reporting tools.
- Excellent communication and stakeholder management skills.
- Ability to multitask and work under pressure with attention to detail.
- Proficiency in Excel/Google Sheets, data visualization, and process documentation.
Qualifications & Experience
- Bachelor's or Master's degree in Business Administration, Operations, or related field.
- 36 years of experience in operations, preferably in an EdTech or service-based environment.
- Experience in process improvement and reporting automation is a plus.
Key Performance Indicators (KPIs)
- Lead to enrollment conversion improvement.
- Reduction in refund and drop-off cases.
- Process turnaround time and SLA adherence.
- Accuracy and timeliness of reports and dashboards.
- Stakeholder satisfaction and internal collaboration efficiency.
Interested candidates can email CV @ [Confidential Information]
