Parent Relationship Management · Function-wide · Mid-Senior

Parent Relationship Head

Function owner, both zones · Reports into org leadership [TBD]

Function

Parent Relationship Management — end owner

Reports into

[TBD — org leadership]

Zones overseen

North & West and South & East

Direct reports

2 Senior Managers (one per zone); owns the function's entire Parent Relationship Manager bench

Experience

10–14 years overall, incl. 4–5+ years managing managers in a relationship- or trust-facing function — an earlier-career-stage leadership hire, not a late-career capstone role

Education

Graduate; MBA preferred, not mandatory

Role Summary

The Parent Relationship Head owns the parent relationship function end to end — the playbook every campus runs on, the two zonal Senior Managers, and the escalation of last resort for anything neither a Manager nor a Senior Manager can close. Because this function sits directly on parent trust, it calls for someone still early enough in their leadership career to be hands-on and hungry to build — not someone managing an already-mature machine. You are setting the standard once, so a parent gets the same quality of engagement whichever zone or campus their ward is on, and owning the function's standing — one trust/NPS number, company-wide — for leadership to see.

Key Responsibilities

- Function ownership — set the playbook — hiring bar, SLAs, the 1:300 ratio policy, tracker and reporting standards — applied consistently across both zones

- People leadership — hire, review, and hold accountable the two zonal Senior Managers, and keep people practices consistent across both zones





- Escalation of last resort — pick up what neither a Manager nor a Senior Manager could close — especially anything that touches a parent's trust in NIAT or NIAT's reputation

- Executive reporting — consolidate both zones into a single parent trust/NPS and function-health view for leadership, rather than leaving it as two separate zonal stories

- Education strategy — own the company-wide parent education and communication calendar — newsletters, program updates, new-economy career awareness

- Cross-functional alignment — represent the function with Program Ops, University Partnerships, the Student Relationship function, and Infrastructure & Facilities Excellence

What Success Looks Like — Key Result Areas

KRA

Metric

Company-wide parent trust / NPS

NPS rolled up across both zones

Escalation-of-last-resort TAT

Time to close issues escalated past a Senior Manager

Ratio policy adherence

Company-wide adherence to the 1:300 mapping ratio

Senior Manager performance

Both zones meeting their Senior Manager KRAs

Education program reach

% of parents reached by the quarterly education calendar

Playbook adoption

Standards (SLAs, tracker, ratio policy) applied consistently across both zones

Note: Targets and review cadence for each KRA are being finalised by the function.

Who We're Looking For

- 10–14 years overall experience, including several years managing managers or running a multi-location, relationship- or trust-facing function





- Has personally built or meaningfully reshaped a relationship/customer-experience playbook — not only inherited and maintained one

- Comfortable being the final escalation point on sensitive, emotionally-charged, or reputation-sensitive issues

- Can represent the function clearly in a review with leadership and own a company-wide number

- Still operates hands-on — will personally review a hard case, not only a dashboard

- Experience managing managers — has led team leads or regional managers, not only frontline staff

Good to Have

- Experience specifically in higher education, ed-tech, or family/parent-facing operations

- Exposure to building a trust- or expectation-management standard across a distributed team

Where to Source From

Suggested talent pools and industries for the TA team to prioritise when sourcing for this role:

- Growth-stage ed-tech, fintech, or consumer/D2C companies — Heads of Customer Success/Experience who have personally built the playbook and team, not inherited a mature one

- Hospitality — multi-property Guest Experience leaders used to holding a service and trust standard at scale

- Higher education — Dean of Student Affairs or Head of Alumni & Parent Relations at a large multi-campus institution

- BFSI — relationship-banking or wealth-relationship vertical heads with exposure to sensitive, trust-based client conversations

- Social sector — senior leaders who have run community trust or stakeholder-engagement functions at scale

Growth Path

This is currently the function's senior-most role; a robust incumbent grows the scope of the function itself — more zones, a larger bench, a deeper education program — as NIAT scales.

Compensation

As per NIAT's compensation bands for this role [TBD by TA / Comp].

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