Job Description

City Head

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Experience: 5–8 Years

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Location: Bangalore

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Industry: Education/EdTech/Home Tutoring

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The City Head will be responsible for the overall operational and business management of Bangalore. The role will focus on building a strong operating structure, ensuring smooth service delivery, managing city-level resources and teams, strengthening teacher and customer operations, monitoring business performance, and ensuring operational efficiency and sustainable city growth.

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1. City Operations & Business Management

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- Take complete ownership of day-to-day Bangalore city operations and business management.
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- Establish and maintain efficient processes, systems, and operating standards across the city.
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- Ensure smooth coordination between academic, teacher, operations, customer success, HR, and support functions.
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- Monitor overall city performance, identify operational gaps, and implement corrective actions.
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- Drive operational efficiency, productivity, cost control, and effective utilization of city resources.
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- Ensure all city-level activities are aligned with company policies, processes, and management guidelines.
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2. Team Leadership & People Management

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- Lead, mentor, and manage the Bangalore city team across relevant functions.
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- Define roles, responsibilities, KPIs, and performance expectations for team members.
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- Conduct regular performance reviews and ensure accountability and timely execution.
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- Build a collaborative, disciplined, and high-performance team culture.
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- Identify manpower requirements and coordinate with HR for recruitment and onboarding.
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3. Teacher / Tutor Operations

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- Oversee teacher/tutor onboarding, deployment, availability, attendance, and operational coordination.
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- Ensure adequate teacher availability based on student requirements and service commitments.
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- Monitor teacher performance,



class continuity, punctuality, and service quality.
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- Coordinate with academic and teacher-training teams to address capability and performance gaps.
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- Resolve teacher-related operational issues and ensure smooth service delivery.
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4. Customer & Service Operations

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- Ensure a high-quality and consistent customer experience across Bangalore operations.
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- Monitor customer concerns, escalations, service issues, and resolution timelines.
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- Coordinate with relevant teams to ensure timely resolution of customer and operational issues.
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- Analyse customer feedback and identify opportunities to improve service quality and retention.
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- Maintain strong relationships with key operational stakeholders.
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5. Business Performance & MIS

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- Monitor city-level business performance through operational, financial, service, and productivity KPIs.
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- Prepare and review regular MIS and management reports.
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- Analyse business data to identify trends, operational bottlenecks, and improvement opportunities.
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- Track budgets, costs, resource utilization, and operational efficiency.
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- Present regular performance updates and action plans to senior management.
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6. Process Improvement & Governance

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- Develop and implement SOPs to improve consistency and efficiency across city operations.
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- Identify process gaps and lead continuous improvement initiatives.
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- Ensure compliance with company policies, documentation standards, and internal controls.
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- Maintain appropriate operational records and ensure timely reporting.
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- Coordinate with management on city-level projects, initiatives, and strategic priorities.
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7. Market & City Expansion Support

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- Develop a robust understanding of the Bangalore education and home-tutoring ecosystem.
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- Support management in evaluating operational feasibility for new locations, partnerships, and initiatives.
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- Provide market and operational insights to support business planning and city expansion.
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- Build relationships with relevant education, community, and operational stakeholders.
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Key Skills & Competencies

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- Strong operational and business management skills
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- Excellent team leadership and people-management abilities
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- Strong planning, execution, and process-management skills
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- Excellent communication and stakeholder-management skills
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- Strong analytical, problem-solving, and decision-making abilities
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- Experience in managing city-level operations or multi-functional teams
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- Strong understanding of MIS, KPIs, budgeting, and operational reporting
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- Ability to build and implement SOPs and process improvements
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- Experience in Education / EdTech / Home Tutoring will be an advantage
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- Good knowledge of MS Excel / Google Sheets and MIS reporting
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Candidate Profile

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- Experienced people leader with strong hands-on operational management experience
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- Capable of independently managing city-level business operations
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- Highly organised, process-oriented, and execution-focused
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- Strong ownership and accountability mindset
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- Comfortable managing multiple teams and stakeholders
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- Customer-centric with a strong focus on service quality
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- Ability to work in a fast-paced and evolving business environment
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- Willing to travel within Bangalore as required
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📌 City head (Bengaluru Urban)
🏢 EMRIOM SOLUTIONS
📍 Bengaluru Urban