Operations Manager

Contract Type: Full-time, permanent  
Location: Noida, India
The Operations Manager will lead a team of Team Leads to ensure the efficient processing of student applications, meeting SLA targets while maintaining quality and regulatory compliance. The role involves providing expert coaching, managing escalations, and driving process improvements. The ideal candidate will have experience in managing operational teams, KPIs, and fostering a high-performance culture through coaching and development.
ABOUT THE ROLE

• Manage the regional operations team to ensure the effective processing of student applications to meet published Service Level Agreement targets.
• Manage a team of Team Leads who lead each sub region under the region and ensuring the KPIs for the team are met.
• Provide expert guidance and coaching to team members on complex cases.
• Ensure updated regular reviews of all required documentation, with amendments where necessary and communicated to the team in a timely manner.
• Manage escalations and complaints through to resolution.
• Ensure adherence to SLAs, quality controls, all regulatory and legislative requirements, undertaking local quality and control checks on a regular basis.
• Use outputs from quality and control checks to identify and implement opportunities for process improvements and/or further staff training, either on a team or individual basis.
• Provide performance and service reporting and updates to the HOD, Senior Managers and Leadership as required.
• Collaborate with other teams across Global Admissions, recruitment, partner admissions and ISCs to provide support to the wider Admissions processes as required.
• Liaise with a range of internal and external stakeholders to ensure they have the required information on specific admissions cases and to find strategic solutions driving process efficiency and cost effectiveness
• Manage the cost per application for the region and ensure that cost efficiencies are maintained through people, process and technology interventions
• To be a subject matter expert on Admissions issues for the designated region.
• Support ad-hoc projects or initiatives as required by the leadership

ABOUT YOU

• Provide ongoing coaching and mentoring to the TLs, driving a high performance and customer focused culture
• Undertake regular one-to-one meetings and ensure each team member has objectives and a training / development plan.
• Motivate and energise the team through positive reinforcement.
• Be an inspirational and positive role model to the team.
• Ensure regular communication and engagement activities are undertaken across the team
• Good to haves: Industry Knowledge along with leading operational teams and managing key KPIs in operations

ABOUT US
Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we are able to provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.
ORGANISATIONAL COMPLIANCE
Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants, the following checks will be conducted- Criminal Background Check (country-specific), x2 References, ID and Right to Work checks as well as Education Verification.
We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.
We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply ASAP.