Regional Manager Service Delivery &

Academics

Regional Manager | People Leadership | Team: 6 Leads | Readiness: 3+ Months

ROLE PURPOSE

Translate regional strategy into executable team-level operations by overseeing CSAT

improvement, scheduling effectiveness, resource bandwidth, SLA compliance, and

team retention — ensuring Leads and Specialists are aligned and high-performing.

WHAT YOU OWN — CORE OWNERSHIP AREAS

- CSAT score and Renewal % for the region
- Account Health score across all regional accounts
- Team skilling — 90%+ of Leads and Specialists evaluated and enabled
- Attrition management and team retention in the region
- Own personal skill score and continuous development
- Project compliance and visit effectiveness for the region

KEY RESPONSIBILITIES — DAY-TO-DAY REALITY

- Monitor visit compliance, track account health, and take corrective actions proactively
- Handle L2/L3 escalations and FAQ-based queries independently without escalating upward
- Manage team bandwidth — including participating in hiring and conducting interviews
- Oversee scheduling effectiveness and ensure planned visits are consistently executed
- Conduct 3–4 days of field visits on a need basis to support the team and key accounts
- Drive standardisation of delivery across all locations in the region
- Use data (reports, Excel) to track team performance, identify gaps, and drive corrective action
- Coach Leads and Specialists; improve delivery quality and skill outcomes across the region
- Support account transition from Sales and AM; onboard new schools with the service delivery

team

- Monitor and act on attrition signals; drive engagement and retention actively

SUCCESS METRICS — HOW THIS ROLE IS MEASURED

CSAT score / Renewal % (regional)

Account Health score

Project compliance rate

% of tickets resolved within SLA

CFT (Customer-Facing Time) — team level

Visit effectiveness metrics





Own skill score and team skill evaluation completion (90%+)

WHAT A STRONG CANDIDATE LOOKS LIKE

- Owns regional metrics — quality, CSAT, readiness, efficiency — without needing to

escalate upward

- Builds robust Leads through active coaching, not just task delegation

- Handles critical escalations and difficult stakeholders with confidence

- Drives consistency and standardisation across all locations in the region

- Uses data to manage performance — not just gut feel or relationships

- Recruits well and maintains team health proactively

REQUIRED COMPETENCIES

Behavioural Competencies

Functional & Technical Competencies

Kreedo Conviction (Core) — L3

Training & Capability Building — Org Lens

(Core) — L3

Communication: Strategic Influence (Core) —

L3

Academic / Domain Leadership — L3

Learning Agility (Core) — L3

Planning & Resource Management (Core) —

L3

Discipline & Rigor (Core) — L3

Digital & Data Proficiency — L3

Ownership & Accountability (Core) — L3

Problem Solving & Escalation Management

(Core) — L3

Professional Presence — L3

Customer Value & Retention Orientation — L3

Ownership at Scale / Business Ownership

(Core) — L3

Team Leadership & Capability Building (Core)

— L3

Stakeholder Management — Strategic (Core)

— L3

TECHNICAL SKILLS

- Excel / Google Sheets — performance tracking, gap analysis, reporting
- CRM and ticketing tools — SLA monitoring and ticket management
- Mobile apps and scheduling platforms for visit and field management
- Basic data tools for account health and team performance dashboards

EXPERIENCE & BACKGROUND

5–8 years in Service Delivery, Customer Success, or Field Operations

Minimum 2 years managing a team of 4+ direct reports

Experience owning regional or territory-level delivery metrics

Track record of handling escalations and difficult customer situations

Exposure to hiring, onboarding, and performance management processes

Service Delivery & Academics • Kreedo Learning • 2026

📌 Regional Training Manager (Karnataka)
🏢 Kido Enterprises
📍 Karnataka