Senior Manager - Operations - B2C
Location
Nagpur | India
Job description
- This role will help set up New branches for KC Overseas Education across various locations in India
- This includes location identification, working with vendors to set up the branch to become operations ready, plan and recruit manpower at new branches
- Monitor day to day operations of every branch and ensure branch targets are met
- The role requires a high level of ownership for all responsibilities delegated and a Can and will do attitude
- The position requires 25-30% travel to Branch locations within India
Responsibilities:
Location Identification and Project Management for new Branch set up
- Identify the most appropriate location in the targeted City under the guidelines of the Business Head. Work with Property agents to finalize the new branch venue.
- Choose the right vendor after considering choices, for executing the interior works / wood works , etc as per the design finalized by the KCO Head office. Travel to the new branch sites as required to evaluate the work is in progress to ensure the new branch is operational as per agreed timelines
- Vet all vendor bills and ensure they are in order and within the agreed budgets before sending them to Head office for approval.
Manpower Planning and Recruitment
- Work with the Business Head and plan the manpower requirements for each branch
- Colloborate with the Recruitment team at Head office and ensure all the positions are closed on time and the team recruited is ready by the time the Branch is operational. Pro actively work with various stakeholders responsible for cross functional interviews, to resolve any process bottle necks in the interview process
Operations Management
- Set SOPs for every branch for processes like Student Counselling, Applications processing of Students, Points of contact to work with at Head Office, etc
- Manage day to day operations of the branch through the Branch Manager ( if recruited, else, directly work with team ) and ensure the set processes and metrics are followed and are compliant.
- Address shortcomings with appropriate interventions ( Training and Feedbacks )
- Monitor and analyze the branch's performance, including financial performance, customer satisfaction, and operational efficiency.
- Identify opportunities for improvement and implement corrective actions as necessary
- Travel to each Branch every fortnight for reviews of processes, customer interactions and Coaching/ mentoring of team members.
Business Development and Business growth
- Plan BD and Growth strategies for every branch and ensure the same is executed.
- Manage and guide the Sales resources for generating qualitative and quantitative student leads.
- Collaborate with the Marketing team at Head office for planning and executing Marketing activities for respective branches ( Digital Marketing, Events, sponsorships etc )
- Build and maintain Relationships with Key people at Large Educational Institutions for favourable results for KCO.
- Ideate and execute Creative strategies unique to a Branch location to ensure high productivity.
- Actively contribute to promoting KC in various forums, Advocate KCs well-established established relationships & offerings
Team Management / Leadership skills
- Monitor the regular working of the team members at every Branch. Ensure compliance of the allocated work. Monitor pendency of enquiries and applications of team members at every Branch on daily basis
- Design KRAs and KPIs of the team and evaluate their performance against the set performance standards
- Identify training needs at every branch on an ongoing basis and deliver appropriate trainings to ensure all members are equipped with the right skills to be successful and deliver the required results.
- Build a team culture of Pro activeness and high levels of Customer orientation, at every branch. Encourage Creativity and Innovation that contribute to KCOs success.
- Inspire the team for striving for superior results and lead by example.
MIS and Reporting
- Generate daily/ weekly / monthly Branch wise MIS reports to analyse each Branch performance and identify areas for improvement.
- Publish the Branch performance reports on a weekly basis to the Business Head
- Present the Branch wise performance reports on a monthly basis to the CEO, along with a SWOT analysis and action plan for possible improvements
Job requirements
- At least 10-12 years of experience in managing Multi Branch ( across cities / states ) operations in a Service based Industry. Education Industry experience highly preferred
- Minimum 4 years of experience in managing the team.
- Excellent oral and written communication skills, with command over spoken and written English and Hindi
- High levels of Customer orientation and Revenue mindset
Job tags
Salary
