Delivery Lead - Counselling

1 Purpose of the Job: The role holder is responsible for ensuring quality and service delivery of clients enrolled for the counseling service offered by Manya.
Key Accountabilities
a Manage a team of 10-15 admissions counsellors and monitor the following:
Oversee workload management of the team and ensure that each team member is getting 100% utilized
Quality check university shortlist created by counsellors and share valuable feedback/inputs wherever necessary
Provide support to the appraisals process and overall team management.
Train and develop existing and new team members
Manage complaint handling & resolution
Act as mentor/confidante/guide for team members and help them become self-reliant
Ensuring teams performance meets or exceeds the given monthly/quarterly/yearly targets.
b Adheres to the standard operating procedures for self and team
Ensure, team/s closes client cases as per the defined timelines mentioned in the Standard Operating Procedure
Keeps a check and audits reports such as workload report, weekly status report and daily report etc.
Performing regular process/quality audits for the team.
Ensure feedback-coaching loop is closed for each audit and complaint.
c Contributes to team activities
Assists in fire fighting or taking up extra cases during team crisis
Contributing to content development related activities as per requirement in the team or the organisation.
Helps in internal trainings, presentations as per need.
Assists in planning and organizing team activities.
Establishing good rapport with internal and external clients.
d Establishes relationships with clients to provide high quality customer service by (if needed)
Constantly engaging with clients (via phone, chat & email) and conduct brainstorming & strategy sessions in order to elicit required information needed for impactful applications.
Editing/rewriting application drafts (essays/SOP, referee letters, resume etc and other written work) in order to create impactful applications depicting the strengths and personality of the clients.
Ensuring that the clients’ applications are completed as per the defined timelines.
Mentoring & guiding clients effectively
Establishing good rapport with internal and external clients.
This job description provides a framework for the said role and should not be regarded as a definitive list of duties and responsibilities.