Function: Parent Relationship Management

Reports into: Zonal Senior Manager Parent Relationship Management

Location: On-campus, embedded with the batch (specific NIAT campus)

Deployment type: Individual contributor

Experience

1-2 years minimum ideally in a people-facing or trust-building role

Education: Any graduate (bachelor's degree)

Role Summary The Parent Relationship Manager is the single, non-academic point of contact for the parents of a mapped batch of roughly 300 students on campus. This is a junior role, but not a first job someone who already carries some poise in a people-facing seat, is comfortable holding a hard conversation with an anxious parent, and takes ownership of a concern until it is actually resolved, not just logged. You will be the first person a parent turns to for anything about their child's experience at NIAT: attendance, grades, hostel life, fees, or simply needing to be heard and kept informed.

Key Responsibilities

- Single point of contact — every mapped parent knows exactly one name to go to for any concern about their ward's experience at NIAT — nothing goes unanswered
- Triage & resolution — log, categorise, and route every concern to the right owner (academics, facilities, finance, or the campus Student Relationship Manager) with an SLA, track it to closure, and escalate the moment it breaches
- Proactive updates — run a standing cadence of attendance, grade, and engagement updates so parents hear it from NIAT first, not from their child
- Parent education — inform and educate parents on programs, new-economy career paths, and how they can reinforce the right things at home
- Trust building — build and protect the parent's confidence in NIAT,



especially in a difficult or emotionally charged conversation
- Tracker discipline — maintain a live issue tracker for the cohort and share a weekly dashboard — open concerns, SLA breaches, trust/NPS movement — as the working sync artifact with Program Ops

What Success Looks Like — Key Result Areas Parent trust / NPS: NPS of mapped parent cohort

First response time: Time to acknowledge a raised concern

Resolution TAT: Average time to concern closure

SLA breach rate: % of concerns escalated beyond SLA

Update coverage: % of mapped parents sent the scheduled attendance/grade update

Education reach: % of mapped parents who engaged with newsletter/education content

Campus Connect participation: % of mapped parents attending a scheduled campus walk-in

Who We're Looking For

- 1–2 years of experience in a people-facing, trust-building role — this is not a first job
- Excellent verbal and written communication, and fluency in the local language of the campus
- Natural empathy and active listening — able to hear an anxious or upset parent out fully before responding
- Calm and mature under pressure — doesn't let a tense conversation escalate, and doesn't over-promise
- Discretion with sensitive family information — treats every case as confidential
- Proactive and self-starting — logs, follows up, and closes loops without being chased
- Comfortable with basic tracker/spreadsheet discipline and a weekly reporting rhythm
- Willing to be based on campus and work the academic calendar — this is not a remote or hybrid role.

Positive to Have

- Prior experience specifically in a parent- or family-facing role — school front office, admissions counselling, or guest relations
- Familiarity with the campus's local community and culture

📌 Parent Relationship Manager (Hyderabad)
🏢 r3 Consultant
📍 Hyderabad