Key Responsibilities
1. Service Operations Management
Manage end-to-end daily operations across Meta Finance, Stay Finance, and Fly verticals.
Ensure timely, accurate, and compliant processing of applications, bookings, documentation, and disbursements.
Implement and adhere to defined SOPs and SLAs across assigned services.
Track daily operations, MIS, and service performance metrics; address deviations proactively.
2. Partner & Vendor Coordination
Coordinate with banks/NBFCs, accommodation partners, and travel vendors for smooth service delivery.
Handle operational issues, delays, and partner-related escalations efficiently.
Monitor partner performance including TAT, approval rates, and service quality.
Share process improvement suggestions with senior management based on partner insights.
3. Revenue Enablement & Cross-Sell Support
Support upselling and cross-selling of finance, stay, and fly services to students.
Work closely with sales and counselling teams to improve conversions and service adoption.
Assist in achieving assigned monthly and quarterly targets for supported verticals.
4. Student Experience & Escalation Management
Ensure a seamless onboarding and support journey for students using Meta services.
Act as the first point of escalation for complex student queries and complaints.
Capture student feedback and provide inputs for continuous service improvement.
Proactively identify and resolve operational bottlenecks impacting customer experience.
5. Process & Technology Enablement
Ensure effective usage of CRM systems and internal service tools.
Support automation and digitization initiatives to reduce manual intervention.
Monitor operational KPIs through dashboards and reports to drive efficiency.
6. Team Leadership & Development
Lead and manage a team of service executives or coordinators.
Allocate tasks, monitor performance, and ensure productivity and quality standards.
Conduct regular training on processes, compliance, service quality, and escalation protocols.
Foster a high-performance, student-first service culture within the team.
Required Skills & Competencies
Strong understanding of service operations, preferably in education finance or allied services.
Proven experience in team handling and escalation management.
Excellent communication and stakeholder coordination skills.
Strong process orientation with attention to detail.
Proficiency in CRM tools, MIS reporting, and performance dashboards.
Preferred Experience
Background in education finance, NBFCs, fintech, travel, or student services.
Exposure to accommodation or travel-related services will be an added advantage.
