Lead a team of 150+ members, optimizing operational efficiencies to reduce Opex costs and improving ROI.Monitor and manage team performance, driving daily, weekly, and monthly metrics.Plan rosters to ensure seamless operational execution.Drive team Key Result Areas (KRAs) and Key Performance Indicators (KPIs).Handle customer escalations across multiple platforms.Prepare Root Cause Analyses (RCAs) for in-depth insights into ongoing challenges.Coordinate with business units and cross-functional teams to ensure alignment.Conduct one-on-one meetings to get team's insight.Develop strategies to improve business metrics and enhance customer satisfaction.Implement robust processes through Standard Operating Procedures (SOPs).Maintain high-quality team performance standards.Encourage creativity and flexibility, empowering the team for higher and challenging roles.Participate in the hiring process and conduct team-building activities to boost team morale.Manage programs by building plans with clear objectives, milestones, stakeholders, and metrics.

Monitor and manage team efficiencies by assigning roles and responsibilities to the Operations Team, achieving monthly metrics for both in-house team and freelancers.Set and achieve team targets and outputs by establishing quality metrics for Team Leaders (TLs), reviewing their outputs, and taking necessary corrective actions.Drive and implement robust processes.Maintain all MIS reports and dashboards to ensure accurate tracking.Uphold high-quality performance standards for the team.Ensure compliance with daily operations and manage in-team escalations regarding processes.Track, maintain, and update all process SOPs, communicating them to stakeholders as needed.Create and maintain comprehensive team reports.Own and manage team initiatives, ensuring dashboards and analytics are in place for all initiatives.Handle customer feedback and complaints related to Team Leaders, Operation Executives, and Freelancers.Maintain critical quality metrics for customer satisfaction, including feedback and NPS scores.Manage escalation TATs and ensure 0% payment escalations.Upskill team members periodically in technical, data, and management skills.

- Coordinate activities of team members to ensure a smooth and efficient that reduces, number of cases that are overlooked.- Oversee the engagement and user retention to minimize churn, while ensuring it ishandled appropriately and per user need.- Recruit, hire, train and evaluate staff members within the team to ensure sufficient team sizeare available to handle the workload.- Run reports and analyze data pertaining to the department and share with executive staffand managers of department staff as needed.- Communicate with staff to build and maintain a strong working relationship and reduceteam attrition.- Ensuring PTs engage with students to participate in tests/assignments/Doubts App / Replay with an average engagement of 85% and Engage regularly with Parents on Progress Report on a weekly basis.- Track: Responsible for task allocation, task summary reports, utilization.- Responsible for student performance tracking (Student academic, Test, attendance & PTM)- Retention: Maintaining student retention at 95%