Associate Manager

Gus Education (India) Llp; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Gus Education (India) Llp in Hyderabad is seeking an Associate Manager to lead the Assessment Office, ensuring smooth operation of services and offshore delivery for a UK university partner.

You will manage day-to-day workflows, recruit staff, develop SOPs, and monitor performance against SLAs, while liaising with campus and central teams to drive service improvements.

Qualifications

• Graduation or equivalent required.
• Experience leading an Assessment Office or similar back-office function is preferred.
• Strong communication and documentation skills in English.

Responsibilities

• Manage day-to-day workflow of the Assessment Office teams in Hyderabad to meet SLAs.
• Recruit, plan and implement staffing to ensure smooth service delivery including out-of-hours support.
• Develop understanding of GEI-client partnership objectives and align departmental goals.
• Understand the student journey and related courses to optimize assessment operations.
• Create process maps, manuals and training materials for staffing models.
• Recruit, develop and retain Assessment Office officers and deliver timely, professional services.
• Ensure compliance with policies and regulations and accurate record keeping.
• Provide updates to Heads of Operational Services and collaborate across campus and central teams.
• Lead the India Assessment Office team and manage performance and workload.
• Ensure timely responses to student, client and staff enquiries and maintain CRM records.
• Maintain adequate staffing levels to provide a professional service.

Skills

People Management

Stakeholder Management

Planning & Result Orientation

Project Management

Risk Analysis

Quality Assurance

Education

Graduation/Equivalent Course

Job description

People Management Stakeholder Management Planning & Result Orientation Project Management Risk Analysis Quality Assurance

Graduation/Equivalent Course

Working Language

Job Description

JOB PURPOSE

• Responsible for the overall delivery of the Service Level Agreement covering all elements of Assessment Office, Administration and other services as may be agreed from time to time, the post holder will provide the leadership and management of the Assessment Office function in Hyderabad, ensuring the smooth operation of the service, including out of hours service. This role is part of the Client’s offshore service provision from within GEI and provides a business critical service to a busy customer focussed UK University department.
• The Associate Manager will lead and manage Assessment Office team in Hyderabad ensuring the smooth operation of all back office Assessment Office in accordance with Client policies, procedures and regulations.
• The post holder will be a key leader of the Assessment Office function within Hyderabad for operational excellence and high standards of service and will collaborate with colleagues and key stakeholders across professional and academic departments.
• The post holder will also be responsible for developing and adhering to operating procedures and interpret management service reports, in order to enhance the overall efficiency of the service and provide reports to Heads of Operational Services in relation to assessment operations and delivery.
• The Assessment Office Associate Manager will contribute to the Client and GEI management team on the overall strategy and making effective decisions on service delivery.

PRINCIPAL ACCOUNTABILITIES

RESPONSIBILITIES

ACTIONS

Associate Manager

• Manage the overall day to day workflow of the Assessment Office teams in Hyderabad ensuring resources are utilised to their full capacity at all times to achieve set targets and Service Level Agreements.
• Identify, plan and implement the recruitment of staff to the Assessment Office team in Hyderabad to ensure a smooth service delivery including out of hours support.
• To gain a deep understanding and be in full support of the concept, direction and objectives of the GEI and Client partnership.
• To understand the full student journey and the Client course offering to best align departmental objectives
• To develop process maps, manuals, training materials in order to provide insight and solutions for the development of the Assessment Office staffing model.
• To recruit, develop and retain Assessment Office officers and deliver timely, professional and proactive services to staff and students. Client and Service and Operational Delivery.
• To understand the assessment regulations and requirements of the University, including academic regulations, and to be able to advise accordingly.
• Deal with complex and routine enquiries from students, clients and staff by email and phone, ensuring accurate and professional responses at all times. Act as role model to team.
• To oversee provision of comprehensive information to clients with regard to all aspects of assessments, responding in a timely and professional manner to enquiries.
• To oversee the timely and accurate student examination and assessment enrolment.
• To oversee the ordering of examination materials to Campuses, having appropriate control mechanisms in place to ensure suitable quantities are ordered and that communication is in place to keep Campuses informed of expected delivery timeframes.
• To oversee the distribution of mock exam instructions, and where applicable, mock exam materials to students in a timely manner.
• To oversee the resit application and deferral / refund processes. To ensure accurate record keeping regarding candidates with re-sits and ensuring the candidates receive appropriate information regarding their re-sit options.
• Ensure that complete and up to date process maps and operating procedures are maintained for all processes and tasks carried out within own department.
• Ensure full departmental compliance with policies, procedures and regulations.
• Ensure the timely preparation, collection and distribution of student information and records to meet deadlines
• Attend individual monthly Skype review/update meetings with campus Heads of Operational Services.
• Provide updates on individual student cases as and when requested by the Heads of Operational Services
• Proactively collaborate with campus and central teams to support service delivery and continued service improvement.
• Actively look for ways to improve and or streamline services and procedures, presenting proposals to the line manager.
• Line manage the India assessment team, including delegating effectively, managing and monitoring their workload, identifying training needs and learning opportunities and overseeing provision of the same.
• Ensure that the Assessment Office team respond to student, client and staff enquires to all inboxes in specified timescales and to agreed KPI’s.
• Monitor inboxes and calls to ensure that accurate and professional responses are given at all times. Consideration to be given to reducing number of inboxes.
• Ensure that the Assessment Office team respond to student, client and staff telephone enquires in specified timescales and to agreed KPI’s.
• Ensure that all contact with clients is recorded on the CRM system and that a complete and accurate record is saved and updated with each contact.
• Ensure that complete and up to date process maps and operating procedures are maintained for all processes and tasks carried out within own department.
• Ensure adequate staffing levels are maintained in order to provide a professional service to clients and staff.
• Ensure that team members are fully briefed and that accurate and consistent information is given to clients in relation to Assessment Office enquiries.
• Lead and manage the Assessment Office team, dealing with any performance or motivational issues.
• Promote cross training within the team to ensure there is adequate cover in case of sickness or absences.

DESIRED PROFILE

QUALIFICATION

• Graduate level or equivalent
• Proficient in Microsoft Office Tools and CRM software

SKILLS

• Self-starter mentality
• Diplomatic and assertive manner
• Excellent oral and written communication skills in English (similar to native tongue)
• Ability to identify and logically analyse issues and suggest/implement solutions
• Attention to detail and accuracy
• Ability to work with people at all levels of seniority
• Polite, reliable, helpful and positive attitude.
• Ability to positively lead a team
• Ability to cope when under pressure
• Experience of liaising with all level of seniority and customers
• Strong time management of self and work load
• Excellent organisational skills
• Experience of liaising with all level of seniority and customers

RELEVANT EXPERIENCE

• Forward thinking and dynamic management skills
• Relevant experience in a demanding customer focused environment
• Experience of change management
• Experience of recruitment & selection
• The ability to be credible with senior managers quickly
• Entrepreneurial start up environments
• Ability to operate in a matrixed environment where outputs may contradict each other
• Working internationally preferably with the UK
• Working in educational institutions

OTHER

• This role will operate in a matrix management environment.
• It will report directly to Head of Operations with a dotted line management into the senior managers and key stakeholders within campuses In addition to the responsibilities listed above, the job holder may be required to perform other duties from time to time.
• This job description is to be read in conjunction with the relevant Roles and Responsibilities Manager/Team Leader Level document.