Operational Director

As a leader in our team, you will play a pivotal role in directing program operations, overseeing learner support, and driving team performance. This position requires strong communication skills, a results-driven approach, and the ability to thrive in a dynamic environment.

The ideal candidate will oversee team performance, conduct regular discussions to address performance issues, collect data, and set goals. You will handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

You will also monitor SLAs, maintain performance standards, and manage Business Quality metrics to ensure learner satisfaction and process adherence. Furthermore, you will lead efforts in identifying process deviations and work towards resolving issues. Collaboration with cross-functional teams is essential to ensure timely delivery of tasks and delay tracking.

• Requirements and Qualifications :

The ideal candidate should have a Bachelor's degree or equivalent qualification, proficiency in Microsoft Excel, and prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership / management capacity.