Senior Manager - Service Excellence

Role:
Senior Manager / Associate Director Service Excellence – Global Services Delivery & Admission, India

About Emeritus:
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations.

Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, Soft Bank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Role

Summary:

The service delivery & admission function is directly responsible for managing customer experience (B2C) across four key processes LMS Management, Webinar Management, Program Support and Admissions. There is a constant need to innovate and automate processes and touchpoints for enhancing learner experience, process efficiency, and data security.

We are looking for a Service Excellence leader responsible for leading Quality Assurance, Quality Control team, Continuous Improvement (Lean Management) and Training/Knowledge Management – while primary focus will remain on Quality Assurance. We have 4 verticals in services delivery for which quality management (LMS Management, Webinar Management, Admission and Program Support). The candidate is expected to have hands on experience in leading a team responsible for process design & re-engineering, driving change, process automations & audits.

The candidate must have exhibit passion for creative problem solving, collaboration, persuasion abilities and business acumen.

Key Responsibilities:

Project Planning & Execution:
To decide vertical priorities based on multiple factors such organization strategy, functional goals, current challenges etc.
Own end-to-end execution of strategic initiatives from problem identification through requirements definition and solution implementation. It includes both long-term projects as well as daily ad hoc items that arise and require oversight and problem solving.
Expected to work on tactical and strategic projects that align and advance the vision driving best-in-class learner experience and optimized cost to serve.
Partner with business teams to understand their unique needs and processes and to streamline them in a way that enhances controls, create efficiencies, and drives business growth
Conduct risk assessment for all processes, work towards minimizing risks/ mitigation.
Follow DMAIC or any other proven approach for project(s) execution.
Align teams for ascertaining business cases, business requirements, use cases and looking for policy and automation possibilities
Spearhead change proposals (process, policy, scope, automations) discussion with business teams and obtain stakeholders’. Develop compelling justifications and data facts for stakeholder consideration.
Design and implement communication strategy and control structure to ensure all stakeholders are involved in and aware of key business change activities (system, process, policy, oversight, training)
Create key management presentations for various audiences that articulate our strategic initiatives and accomplishments
Ensure end to end deployment of improvement projects including but not limited to root cause analysis, process documentation, process & policy approval, business case development and approval, project deployment, testing, training on new SOP, MIS &…