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 team-oriented 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 (Mumbai)
🏢 Timespro
📍 Mumbai