JOB DESCRIPTION

Process Coordinator — Operations & Cross-Department Flow (MDO)

Monitors that the company’s live systems are actually followed — chases the deadline, never does the task.

1. JOB SNAPSHOT

Job Title: Process Coordinator

Department: MDO — Management / Director’s Office (Function: Process & Systems)

Reports To: Implementation Executive (System Alignment In-charge)

Grade: G4 (per Appointment Letter Annexure A)

Site: Margao Office

Work Mode: Work from Office — this is an in-person role, not WFH

Employment Type: Permanent, full-time

Experience: Freshers with solid communication are considered. Prior experience in a coordination, operations or administrative role is an advantage, not a requirement.

Salary: ₹15,000 – ₹20,000 per month (based on experience and interview performance)

Each Process Coordinator is assigned a defined set of departments to monitor. The assigned departments are confirmed at the time of joining and may be revised as the organisation structure changes. This description applies to the designation as a whole, regardless of which departments are assigned.

2. ABOUT THE ROLE

IWLD runs on written systems — SOPs, checklists, trackers and flows that define how each recurring task is done. The Process Coordinator is the person who makes sure those systems are actually followed every day, across the assigned departments, and that nothing quietly falls through the gap between two teams.

This role supports the Director’s office and is the operational backbone of daily execution: morning check-ins, end-of-day follow-ups, cross-department syncing, trackers, audits and escalation.

One boundary defines this seat and is enforced strictly: the Process Coordinator monitors, chases and reports. The Process Coordinator never marks another person’s work as done, and never manages the person — the line manager does that. Your authority is the deadline and the escalation, not the appraisal.

3. KEY RESPONSIBILITIES

A. Process Flow & SOP Maintenance

- Understand, document and maintain the SOPs for recurring tasks across the assigned departments.
- Act as the central bridge between the assigned departments for operational alignment — teaching, sales, CRM, student care, media, tech, hostel, kitchen and admin as applicable.
- Coordinate and monitor task flows for special campaigns, course launches and challenges.
- Keep every SOP current: when the way a task is done changes, the written system changes the same week.

B. Daily Coordination & Task Tracking

- Maintain daily task trackers and keep every assigned department updated on its pending deliverables.
- Run morning check-ins and end-of-day follow-ups with the assigned teams.
- Follow up on scheduled classes, content uploads, lead-handling flows, allocations and any other daily commitment in the assigned departments.
- Chase every pending item to closure and record the outcome — closed, blocked, or escalated.

C.



Coordination with Management

- Work with the Implementation Executive and the Directors on high-priority projects and deadlines.
- Brief on task progress, department performance against commitments, and process breakdowns — regularly and without being asked.
- Flag delays, risks and dependencies early, while there is still time to act on them.

D. Cross-Department Syncing

- Ensure timely sync between technology updates, marketing and publishing, and delivery, so one department’s change does not break another’s work.
- Organise review meetings with written action items, owners and dates — and follow up on those action items afterwards.
- Be the person who notices that two departments are each waiting for the other, and unblocks it.

E. Documentation & Reporting

- Maintain master trackers for the assigned departments — pending tasks, issues raised, audit findings, campaign timelines.
- Report on process lapses, turnaround times and inter-department dependencies.
- Keep evidence: what was committed, by whom, by when, and what actually happened.

F. Audit & Improvement

- Conduct regular compliance audits — dashboard and app entries, attendance, CRM workflows, checklist completion.
- Spot inefficiencies and repeated failures, and propose automation, simplification or reassignment.
- Where the system itself is the problem rather than the person, raise it to the Implementation Coordinator and the System Creation Team instead of chasing the same failure every week.
- Contribute to improving the daily, weekly, monthly and quarterly reporting rhythm.

G. Crisis Handling & Contingency

- Prepare alternate flows for predictable breakdowns — app or dashboard down, allocation failure, a key person unavailable.
- Coordinate immediately with tech, admin and support to resolve, and inform every affected stakeholder while it is being resolved.
- Record what broke and why, so the same failure is prevented rather than re-handled.

H. Boundaries of the Role

- The Process Coordinator chases deadlines and reports status. She does not mark another person’s work as complete.
- The Process Coordinator does not manage, appraise or discipline the people she monitors — that sits with their line manager.
- Where a person repeatedly does not comply, the matter is escalated to their line manager and the Director’s office, with evidence.

4. WHO YOU’LL WORK WITH

WhoWhat forImplementation Executive (SAI)Your reporting manager; owns system alignment and is the first escalation pointAssigned department headsDaily commitments,



deliverables and compliance with the live systemsImplementation CoordinatorHandover of newly launched systems; feedback when a system itself is the problemQuality CoordinatorQuality findings that point to a process being skipped rather than a person underperformingTechnical CoordinatorDashboard and app issues blocking a department’s daily workDirectorsHigh-priority projects, escalations and process breakdowns

5. WHAT WE’RE LOOKING FOR

Must-Haves

- Freshers are welcome to apply. Prior experience in a similar role is an advantage, not a requirement — full training on IWLD’s SOPs, templates and systems is provided.
- Good spoken and written communication in both English and Hindi.
- Comfortable working on a laptop for a full working day.
- Working knowledge of Google Sheets, Docs and Drive — able to build and maintain a tracker, not only open one.
- Comfortable working on the company dashboard for daily entries, checks and reports (training provided).
- Reading comprehension — able to read an SOP or a written instruction and act on it correctly without being walked through it.
- Follow-up discipline — a real method for tracking pending items, and the persistence to chase them politely until they are closed.
- Ownership — takes responsibility for the outcome, not merely for having passed the message on.
- Organised and process-driven — keeps a real list and works it every day.
- Polite but immovable on a deadline; can chase a senior person without either backing off or causing a fight.
- Emotionally steady and confident working with senior management and with department heads who are busy and under pressure.

Good to Have

- Experience in process coordination, operations or administrative handling.
- Familiarity with CRMs, dashboards or project management tools.
- Experience writing or maintaining SOPs and checklists.

6. WHAT SUCCESS LOOKS LIKE

- Tasks across the assigned departments are completed on time, and the exceptions are known early rather than discovered late.
- Breakdowns are prevented or resolved quickly, with a written record of what happened.
- SOPs stay current; nothing important is running on an undocumented habit.
- The boundary holds — you are known as the person who chases the deadline, never as the person who did the task or covered for it.

7. WHY JOIN US

- Work directly with management on the systems the company actually runs on.
- Be part of a 160+ member team across teaching, sales, media, technology, hostel and operations.
- Build and improve real systems at scale — this is a role where what you fix stays fixed.
- A defined growth path, with full training on every SOP, template and system you will use.

8. NOTE

This role follows IWLD’s internal SOPs, checklists and process governance rules as its playbook. Full training on these documents, templates and systems is provided during onboarding.

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