Responsibilities:• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.• Play a significant role in long-term planning, including an initiative geared toward operational excellence.• Oversee overall financial management, planning, systems and controls.• Management of agency budget in coordination with the Executive Director.• Development of individual program budgets• Invoicing to funding sources, including calculation of completed units of service.• Payroll management, including tabulation of accrued employee benefits.• Disbursement of checks for agency expenses.• Organization of fiscal documents.• Regular meetings with Executive Director around fiscal planning.• Supervise and coach office manager on a weekly basis.

- Lead, direct and manage inbound and/or outbound site operations to ensure that the operations staffs execute service agreements at, or above the customer's standards for respective territory.- Handling a team of 30 professionals – including TL, TSEs and ELCs , responsible for Implementation & services of Digital Classroom solutions in schools.- Responsible to make proper communication with Operations Support Team, Sales and Training Team, communicating with internal customers as per required - manager and above, Maintaining good relationship with co-workers & supporting them accordingly. - Recruiting, mentoring, training and development, recognise team and team member accomplishments, promotions, providing timely feedback based on reviews & evaluation conducted, identifying development plan for each employee and establishing rules & procedures and creates work ethics for field functionaries. Involves in customer relationship building, arranging & participating in Zonal meet once in a quarter. - Strategic planning, analysis of key accounts and handling customised installations as well as to perform the quality audit on frequent interval. - Tracking and ensuring all complaints closed within SLA, and to co-ordinate with different stakeholders maintaining for minimum Turn Around Time, responsible for the communication with customers to inform resolution on their complaints, managing escalations & constant follow ups to ensure timely resolution. To circulate the weekly complaint resolution indicator. - Keep an eye on day to day stock availability at Ware-house according to business need.- Key responsible for CRM updates - installation, support calls, snaps, time sheet, team management & district wise mapping.- Supporting sales whenever as required in providing technical details in closing deals and working with training team in developing the skills of existing team.