Program Head/ Operations Lead, CSR
Key Goals/ Measures:
1. Revenue Growth of existing CSR accounts, Margins
2. Account/ Relationship Management (Performance metrics to be agreed)
3. Service Delivery Management (Performance metrics to be agreed)
4. Program Impact, Outcomes (Metrics to be agreed)
5. Business Development, # of new engagements seeded
Key Responsibilities :
1. Lead the design of scalable service delivery process and team structure for the CSR business roadmap for next 3 to 5 years and align with the other functions/ teams in the organization
2. Lead the execution of needs-assessment (pre-program validation) for the program along with Sales/ Fund-raise team, and align on the sales-handover process for all new accounts/ programs
3. Lead each existing/ new program design/ configuration & planning of resources
4. Ensure readiness for the launch of the program: resources, tools, key stakeholder alignment/ permissions - through a well-established process and reviews
5. Work within the organization (HR, Product, SCM, Finance etc) and Client Organization (donor, schools) to align on the launch/ readiness
6. Manage operations/ delivery and teams associated with all the existing programs: resource management, deliverables management, client expectation management, program reviews & reporting, systems/ process compliance, contracting/ billing/ collections
7. Overall accountability for retention and growth of CSR business
8. Overall accountability for account/ relationship management with key client stakeholders
9. Expected Portfolio Size: 8 Cr to 10 Cr in FY 19-20 (500+ public schools)
Key Competencies:
1. Major/ large account relationship management, process/ systems design for large programs,
2. Operations/ delivery management experience in the education/ social development space
3. Managing large programs, background in working with corporate teams,
4. Fluent in use of systems/ tools,
5. Excellent communication skills,
6. Ability to manage distributed teams and functions,
7. Interest in development/ sports
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