Emoha - General Manager - Operations - IIM/MDI/ISB/FMS

Responsibilities:

- Take complete ownership of business critical initiatives - product launches, internal process improvements, category expansion, etc.

- Contribute actively to business decisions through both qualitative inputs and in-depth quantitative analysis.

- Have a strong understanding of both the elder requirements and elder experience required to maximize business.

- Leading, motivate, and manage young and ambitious city team - Cohort Managers, Community managers, Elder Relationship Supervisors, Elder Relationship Managers, VAS Team, etc on a day to day basis in running business and operations while constantly raising standards.

- Be the voice of Emoha and ensure the execution of service delivery with high quality.

- Own the P & L and manage the critical growth and performance metrics of both the business and people.

- Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans.

- Ensure escalations handling is done is proper and timely manner.

- Keep the teams motivated and drive renewals and referrals through them as per the pre-defined targets from time to time.

- Focus on improving and maintaining the NPS.

- Support Growth and Marketing teams to expand opportunities with clients and increase revenue.

- Review performance achievements and targets regularly with Operations Managers/Assistant Managers and provide strategic direction to improve service delivery

Qualification:

- B.Tech - Tier 1 Institute

- MBA - From Tier 1 Institute (preferred)

Personal Skills & Qualities:

- Ability to communicate effectively and sensitively with elders and their families

- Must be respectful of individuality and diversity, build trusting relationships, demonstrate excellent interpersonal skills to engage and motivate elder's and families, demonstrate creative problem-solving skills and be able to manage multiple, potentially competing demands.

- Self-motivated and energetic approach, showing interest in understanding the business and industry

- Confident and well groomed

- Experience in managing multiple teams executing complex back-end and front-end processing functions

- Should be able to understand and formulate an effective revenue model and takes accountability for quality, schedule, scope, effort (budget), etc.

#Candidates with experience of working in New Age Ed-tech & Health-care Start-ups are encouraged to apply.