E-Learning Delivery Manager

Shift Timing: 02:00 PM - 11:00 PM / 04:00 PM - 01:00 AM (Monday - Saturday).

Roles and Responsibilities

• Coordinate with all the teams and internal stakeholders to ensure that the projects are delivered on time, within scope and within budget.
• Plan for resources based on volume projection and current available head count and allocate responsibilities.
• Engage in responding to RFPs and RFIs.
• Oversee the quality assurance process to ensure that all course materials meet our high standards.
• Prepare proposal documents, project scopes, budgets, and resource planning.
• Track project status and present profitability analysis to leadership teams.
• Define standards and guidelines that work as benchmark for high quality delivery.
• Create and establish SLAs and metrics to meet productivity and quality targets.
• Develop a detailed project plan to monitor and track progress.
• Manage and resolve escalations and issues raised by customers.
• Develop & maintain quality assurance standards and processes and manage quality improvement activities per assigned Project.
• Implement and manage change when necessary to meet project deliverables.
• Build positive and productive working relationships with customers and internal stakeholders for business growth.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and complied with.
• Evaluate and assess result of project and implement the learning in other projects.
• Identify and Define requirements for improvements to workflow systems and process and drive these requirements into projects.
• Develop spreadsheets, diagrams, and process maps to document needs.
• Perform other related duties as assigned.
• Conduct post-project evaluations to gather feedback and identify areas for improvement.

Qualifications & Skills

• Any Graduate/Post Graduate Degree in Business/ Project management Management related field.
• 4+ years of strong experience working in a customer facing service delivery management role with a high level of accountability; preferably into higher ed tech/ eLearning industry.
• Proven track record of handling multiple projects/programs from eLearning industry in international markets.
• PMP/Prince 2 certifications will be an added advantage.
• Expertise across Operations, Customer Service, Pre-Sales, Project Management, Service Delivery and People Management.
• Exceptional written and telephonic skills.
• Excellent client facing and internal communication skills.
• Excellent leadership and customer services skills.
• Must possess excellent communication skills both oral and written.
• Solid organizational skills including attention to detail and multitasking skills.
• Good problem solving and analytical skills
• Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint) and Experience with CRM Software