Assistant Relationship Manager

Lighthouse Learning; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Lighthouse Learning is seeking a results-driven partner onboarding and operations leader in Mumbai to drive end-to-end onboarding, launch readiness, and a successful hypercare phase. You will manage a team of ORMs, coordinate with Business, Finance, and Academic Ops teams, and ensure timely resolution of issues to deliver a seamless partner experience.

The role emphasizes data-driven decision making, strong communication, and the ability to coach and develop a high-performing team in a

Qualifications

• Graduates with 5-7 years in customer service or relationship management.
• Strong communication and problem-solving skills.
• Proficient in Excel and report preparation.

Responsibilities

• Drive end-to-end onboarding of franchise partners with timelines, quality, and compliance.
• Own launch readiness and ensure smooth go-live through proactive risk resolution.
• Lead hypercare for 60–90 days to stabilize operations and partner performance.
• Act as escalation point for partner issues and ensure quick resolution.
• Coach and develop a team of ORMs and drive accountability and performance outcomes.
• Collaborate with cross-functional teams for seamless execution.
• Drive process improvements and standardization across onboarding and launch workflows.

Skills

Onboarding management

Team leadership

Client relationship

Data-driven decisions

Communication skills

Education

Bachelor's degree

Tools

Excel

Reporting

Job description

The purpose of this role is to ensure a seamless onboarding and successful launch of franchise partners by driving operational excellence, compliance, and partner readiness. The role is responsible for leading the post-launch stabilization phase, enhancing the overall partner experience, and ensuring timely resolution of operational challenges. It also focuses on building and developing a high-performing ORM team while driving continuous process improvements, partner satisfaction, and long-term business success through strong engagement and accountability

Role and responsibilities:

• Drive end-to-end onboarding of our franchise partners & ensure adherence to timelines, quality & compliance standards
• Own launch readiness & ensure smooth go-live through proactive risk identification & resolution
• Lead hypercare phase (first 60-90 days) to stabilize operations & partner performance
• Act as escalation point for partner issues & ensure quick, effective query resolution
• Manage, coach & develop a team of ORMs & drive accountability & performance outcomes
• Plan team bandwidth, allocate workload & ensure optimal productivity
• Identify training needs & build capability within the team
• Ensure strong partner engagement, regular touchpoints & closure of feedback loops
• Proactively identify recurring issues & implement corrective actions
• Collaborate with cross-functional teams (Business, Finance, Supply, Academic Ops) for seamless execution
• Drive process improvements, standardization & efficiency across onboarding & launch workflows
• Act as the voice of the field & highlight gaps, suggest solutions & influence process changes
• Track key metrics, maintain dashboards/reviews & ensure data-driven decision making
• Ensure documentation, audits & reporting are maintained with high accuracy & timeliness

Experience and Qualification:

• Any graduate with at least 5- 7
• years experience in a customer service or relationship management role and good communication skills.
• Excellent communication
• Problem solving skills
• Peoples person
• Good in excel, preparing reports