The purpose of this role is to ensure a seamless onboarding and successful launch of franchise partners by driving operational excellence, compliance, and partner readiness. The role is responsible for leading the post-launch stabilization phase, enhancing the overall partner experience, and ensuring timely resolution of operational challenges. It also focuses on building and developing a high-performing ORM team while driving continuous process improvements, partner satisfaction, and long-term business success through robust engagement and accountability

Role and responsibilities :

- Drive end-to-end onboarding of our franchise partners & ensure adherence to timelines, quality & compliance standards
- Own launch readiness & ensure smooth go-live through proactive risk identification & resolution
- Lead hypercare phase (first 60-90 days) to stabilize operations & partner performance
- Act as escalation point for partner issues & ensure quick, effective query resolution
- Manage, coach & develop a team of ORMs & drive accountability & performance outcomes
- Plan team bandwidth, allocate workload & ensure optimal productivity




- Identify training needs & build capability within the team
- Ensure strong partner engagement, regular touchpoints & closure of feedback loops
- Proactively identify recurring issues & implement corrective actions
- Collaborate with cross-functional teams (Business, Finance, Supply, Academic Ops) for seamless execution
- Drive process improvements, standardization & efficiency across onboarding & launch workflows
- Act as the voice of the field & highlight gaps, suggest solutions & influence process changes
- Track key metrics, maintain dashboards/reviews & ensure data-driven decision making
- Ensure documentation, audits & reporting are maintained with high accuracy & timeliness

Experience and Qualification:

- Any graduate with at least 5- 7
- years experience in a customer service or relationship management role and good communication skills.
- Excellent communication
- Problem solving skills
- Peoples person
- Good in excel, preparing reports

📌 Assistant Relationship Manager (Mumbai)
🏢 Lighthouse Learning
📍 Mumbai