Service Operations Manager

The Service Operations Manager will be responsible for managing and monitoring the complete post-admission student service process. The role focuses on ensuring that every admitted student receives proper onboarding, academic guidance, timely communication, and continuous support throughout their course journey.

The manager will coordinate between students, academic counsellors, faculty, university representatives, and internal teams to ensure smooth and efficient service delivery.

Key Responsibilities1. Student Onboarding

• Ensure smooth onboarding of students immediately after admission and fee payment.
• Verify that students receive their admission confirmation, fee receipt, student ID/login details, and course-related information.
• Ensure students receive proper orientation regarding the LMS/Student Portal and academic procedures.
• Maintain accurate post-admission student records.

2. Student Support & Communication

• Act as the primary point of contact for students regarding post-admission services.
• Handle student queries related to classes, assignments, examinations, LMS, certificates, university procedures, etc.
• Provide timely and professional responses through phone, WhatsApp, email, and other communication channels.
• Maintain regular communication with students throughout their academic journey.
• Identify students who require additional support and coordinate appropriate assistance.

3. Academic Operations Coordination

• Coordinate with faculty and academic teams regarding classes, study materials, assignments, and examinations.
• Monitor whether students are receiving required academic information on time.
• Communicate important academic announcements, deadlines, examination schedules, and university updates to students.
• Follow up with students regarding assignments, examinations, and other academic requirements.

4. University Coordination

• Coordinate with concerned university teams for student-related matters.
• Follow up on admission confirmation, enrollment, university registration, examination, results, certificates, and other documentation.
• Escalate unresolved university-related issues to the appropriate authority.
• Maintain proper records of pending and completed university processes.

5. Student Retention & Follow-Up

• Regularly monitor student engagement after admission.
• Follow up with inactive or non-responsive students.
• Identify potential academic/service-related issues at an early stage.
• Maintain positive relationships with students and encourage timely completion of academic requirements.

6. Complaint & Issue Management

• Receive and record student complaints and service requests.
• Categorize issues based on urgency and department.
• Coordinate with relevant teams to resolve issues within the expected timeline.
• Maintain an Issue/Complaint Tracker and monitor pending cases until closure.
• Escalate critical or long-pending issues to senior management.

7. Team Management

• Supervise and guide Student Service Executives / Academic Support Staff.
• Allocate student follow-ups and service responsibilities among team members.
• Monitor team performance and service quality.
• Conduct regular team meetings and review pending student cases.
• Provide training and guidance to staff when required.

8. Reporting & Monitoring

• Prepare daily, weekly, and monthly student service reports.
• Monitor:
• Total active students
• New admissions
• Student onboarding status
• Pending documents
• Academic issues
• Examination-related queries
• Complaints/service requests
• Pending university matters
• Student follow-up status
• Submit regular operational reports to management.

Key Skills Required

• Excellent communication and interpersonal skills.
• Strong student relationship management skills.
• Good leadership and team-management ability.
• Excellent follow-up and coordination skills.
• Problem-solving and decision-making ability.
• Ability to handle student complaints professionally.
• Good knowledge of MS Office / Excel / Google Sheets / CRM.
• Ability to manage multiple tasks and deadlines.
• Strong organizational and documentation skills.
• Malayalam and English communication proficiency preferred.

Pay: ₹8,000.00 - ₹20,000.00 per month

Benefits:

• Flexible schedule

Application Question(s):

• Do you have any experience in educational field?
• Do you have Strong student relationship management skills?
• Do you have Better leadership and team-management ability?
• Do you have Problem-solving and decision-making ability?
• Do you like this job! Interested?
• DO you have any experience in using CRM/ERP software?

Education:

• Bachelor's (Preferred)

Experience:

• Student information system: 1 year (Preferred)
• Student support: 1 year (Preferred)
• Education administration: 1 year (Preferred)
• Academic counselling: 1 year (Preferred)

Language:

• English (Preferred)
• Malayalam (Preferred)

Location:

• Tirur, Kerala (Tirur) (Preferred)

Work Location: In person