The Operations Head will be responsible for managing and overseeing all operational activities related to the services provided to colleges. This role involves ensuring that colleges receive the services in a timely and efficient manner, addressing any issues or queries in real-time, and maintaining strong relationships with educational institutions. The Operations Head will lead a team, streamline processes, and ensure high standards of service delivery across all partner colleges.

Key Responsibilities:

Service Delivery Management:

• Ensure that colleges receive the services they have signed up for in a timely and efficient manner.
• Coordinate with different departments to ensure smooth service delivery and resolve any operational issues that may arise.

Real-Time Query Resolution:

• Act as the point of contact for colleges, addressing their queries and concerns in real-time.
• Ensure that all queries from colleges are resolved quickly and accurately by coordinating with internal teams, troubleshooting issues, and providing support.

Relationship Management:

• Build and maintain strong relationships with college representatives to ensure high levels of satisfaction with the services provided.
• Regularly engage with college stakeholders to understand their evolving needs and provide customized solutions.

Team Leadership & Development:

• Lead and manage a team of operations staff responsible for day-to-day service execution and query resolution.
• Set clear objectives and provide guidance to the team to achieve service excellence.
• Conduct training and performance reviews to ensure continuous improvement of team members.

Process Optimization:

• Analyze current operational processes and identify areas for improvement to enhance service delivery.
• Implement best practices and standard operating procedures (SOPs) to streamline operations and improve efficiency.

Reporting & Documentation:

• Prepare and present regular reports on the operational status, service delivery performance, and query resolution statistics to senior management.
• Maintain comprehensive records of all service interactions, queries, resolutions, and feedback from colleges.

Collaboration with Other Departments:

• Work closely with the sales, marketing, technical, and customer support teams to ensure seamless service execution and timely delivery.
• Coordinate with the product or service development teams to relay college feedback and suggest product improvements or new features based on client needs.

Crisis Management:

• Proactively handle critical situations, ensuring that issues affecting colleges are addressed quickly and effectively to prevent escalations.
• Lead troubleshooting and problem-solving efforts to minimize downtime and service disruptions.

Skills & Qualifications:

• Master’s degree in relevant field.
• Proven experience (4+ years) in operations management, preferably within an educational or service-oriented environment.
• Strong leadership and team management skills with the ability to motivate and guide a diverse team.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
• Strong understanding of service management, operational excellence, and customer satisfaction.
• Language proficiency in Telugu or Tamil is Plus.