Responsible for regional operations for online exams at Tata Consultancy Services in Kochi, Kerala, India.Overseeing test center relationships, expanded exam capacity, and conduct periodic audits for infrastructure maintenance.Implementation of new operational strategies leading to increase in overall efficiency and cost savingsStreamline processes resulting in reduction in operational errorsLead a team to successfully achieve 100% client satisfaction through effective communication and problem resolution.Leading team training, managing exam hardware assets, controlling headcount, and hire temporary manpower as needed.

Lead the team of freelance tutors who are taking online classes to international students. Set up processes and design the system to streamline demo allocations, class scheduling, payment processing, reschedules, etc. Train newly inducted teachers on various processes of the company and support in getting adapted to the work culture. Track the classes taken by the teachers and maintain live report of the same Process the payment for teachers by the end of the month. Monitor the quality of the classes and arrange for ad-hoc trainings if required Control teacher attrition Liaison with multiple departments to support teachers in resolving their complaints

Lead the sub departments of Operations team like CMG, CEG, Academics and Admin and to ensure smooth interdepartmental transactions.Control the overall budgets of the operations team in the assigned area (Digital classroom implementation, service cost, internal and external training expenses, travel expenses of the team meetings etc.)Frame and implement standard operating procedure so as to improve the productivity of the team as well as the overall quality standards.Ensure timely support is given to client schools in terms of ERP software solution like the report card generation, time table creation, online fee collection, vehicle tracking, online classes etc.Closely monitor the implementation of NLP (Next Learning Platform, school ERP software) at schools and to motivate the schools to make use of all the modules available.Help teachers and school management to adapt to the live lecture system and run live lectures effortlessly during the covid-19 pandemic.Recruitment of freelance trainers (academic consultants) to meet the high volume of trainings during peak months.Schedule and deliver the induction training for the new hires, both freelancers and on payroll staff.Plan and implement the teacher orientation programs for various subjects and ensure all the schools (whoever subscribed) are trained on the products.Conduct school academic audits to identify the gaps in curriculum implementation and provide suggestions to improve/correct the same.Ensure all the orientation programs are conducted with proper quality standards and all the queries/doubts from teachers are addressed.Identify collection related issues, resolve them logically and ensure the team achieves the collection monthly target.Conduct periodic review meetings to point out issues and give tips/guidance to improve productivity of the team.Ensure the company standards are met in product implementations on field and maintain the quality through support engineers.

Conduct orientation programs for digital classroom solution, textbooks, activity kits etc for the teachers and principals of various schools.Ensure the curriculum is implemented properly at schools in the assigned area by regular visits, interaction with teachers, principals and refresher training wherever required.Conduct school audits (classroom observation) and review the teaching quality/standards and suggest modifications/plans for improvement.Ensure customer retention by ensuring quality support for the products subscribed.Demonstrate the company products to school management/teachers/principals so as to help in increasing the sales.Closely interact with the school stakeholders and teachers to identify the challenges in implementing digital education and plan strategies to overcome that. Monitor the usage of Digital CR, Textbooks, Activity kits etc at client schools and support teachers to enhance the usage.Train new joiners so as to equip them with required product knowledge to deliver training and demos.Coordinate with the head office team to make changes and improvisations in contents and support materials based on field observations.Plan and schedule product training to different schools across the state.

Implement all the modules of ERP software solutions like Examination, Fees, Time Table, Transport, Communication, Attendance etc.Support school management in driving different activities to improve the mobile app (for ERP solution) usage among parents.Support teachers and parents in NLP mobile app installations and troubleshoot any challenges they face.Participate in school PTMs to address the queries of parents related to Next Learning Platform.Ensure the timely generation and publishing of report cards as per the school annual calendar. Monitor the quality of ERP implementations. And ensure the school management adapts to the new system effortlessly.Ensure the complaints are resolved within the promised TAT.Drive the collections from schools.Conduct monthly team review meets.Coordinate with internal and external vendors for the smooth operation of the company productsEnsure timely hiring of new talents.

Motivate the team of support engineers to maximise their productivity.Conduct periodic training to school teachers related to the usage of digital classroom solution.Analyse the digital classroom usage to identify the bottom users and motivate them in using the digital classrooms.Collect payments from the clients on time.Meet monthly collection targets.Source efficient talents on time to fill the vacancies arising.

Develop customised training modules in liaison with the clients for the soft skills training programs for their employees.Deliver the training programs at client's location for the skill improvement of employeesEvaluate the employee performance in the training sessions Track the progress in employee performance through periodic on site evaluations.Plan and execute one to one trainings for identified talents who require additional support for skill enhancement.

Conduct academic classes as per the syllabus.Evaluate progress of the students in their studies.Organize technical visits.Organize cultural programs to enhance the extracurricular activities of students.