Talent.com
This job offer is not available in your country.
Lead - Service Delivery

Lead - Service Delivery

ConfidentialMumbai
2 days ago
Job description

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 collaborative 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.

    • Skills Required

    Crm Systems, Analytical Skills, Data Analytics, Communication Skills, Retention

    Create a job alert for this search

    Service Delivery Lead • Mumbai