Assistant Manager - Programme Delivery Management

The job holder will play a key role in establishing EE as a leading global brand in Executive Education through effective service management, quality management, and project and resource management for all programmes delivered by EE in self-learning, online and offline formats. S/he will be involved in all phases of the end-end learning journey of a participant from programme launch to post-programme support. S/he works closely with the BD’s, Learning Architects, Programme Managers, Clients, Faculty and Participants. There are four key roles and responsibilities of this position:Service ManagementTake complete ownership of programme delivery to meet expectations of the client and faculty and deliver upon targets WRT functional service metrics on competition rates, drop rates, collections, ratings and rankings as per set targets.Take the lead to proactively highlight risks in the delivery process and suggest mitigationsBuild relations with the client to become their trusted point of contact, technical advisory and proactively position potential solutions throughout the programme execution phase.Performance and Quality ManagementImplement and maintain all procedures and technology systems that are designed to support continuous improvement of programme deliveryAdhere to governance metrics of accuracy & TATs to deliver various programme parameters.Adhere compliance to function’s and client goals of cost and quality as identified/ agreed/ monitoredAdhere compliance to best practice service processes and quality guidelines identified and implemented in service systemsCollect and monitor participant feedback on the programme and provide management with accurate and timely reportsMaintain programme data for repository & audit purposes, as required.Coordination and Management of all Logistical NeedsSupport all logistical needs of assigned programme, including stay / travel requirements of the faculty and programme participants across both campuses and programme venues, sourcing of all learning content such as case studies and readings, and arrangement of all async, online & offline classes and complementary events such as field trips, offline immersions etc.Prepare programme collateral such as communications, welcome kits, class collaterals, certificate artworks and recreational facilities, other essentials as requiredWorks with external vendors for organising networking events, gifting merchandise, etc for programmes by closely coordinating with various stakeholders within and outside ISB.Swiftly work with internal Operations, service partner and AV/IT teams in the school to address any logistical gaps pointed out by the faculty & programme participants in class or in feedback formsTechnology for Standardisation and Project ManagementDisplay familiarity and proficiency with project, data and learning management software to effectively implement and monitor programme delivery processesDemonstrate proficiency with creation and management of key reports and dashboards using the project, data and learning management software

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