Regional Lead - Student Support

The Regional Lead Student Support plays a critical leadership role in ensuring consistent, high-quality student support services across multiple offline centers. Your responsibilities include supervising and guiding support teams, implementing best practices, driving continuous improvement, and ensuring alignment with institutional policies and student success goals. You will provide coaching, performance feedback, and ongoing training to support teams, as well as conduct regular audits of service quality, ticket resolution, and SOP adherence. You will monitor regional trends in student issues, suggest proactive solutions, and align support activities with the institution's mission and service standards. Collaboration with internal departments such as academics, IT, and operations will be essential to escalate and resolve complex student concerns. Ensuring operational excellence by implementing SOPs uniformly across all centers, managing tools like Freshdesk for performance analysis, and setting and tracking KPIs for regional support performance will be part of your role. You will serve as a communication bridge between support staff, management, and institutional leadership, organizing regular meetings to share updates, challenges, and best practices, as well as handling high-level escalations and ensuring timely resolution of sensitive cases. You will lead onboarding and skill-building programs for new hires and internal promotions, identify process inefficiencies, and initiate improvements for an enhanced student experience. Additionally, accurate record-keeping and documentation of all support activities, along with generating regional reports on support metrics, feedback trends, and issue categories will be crucial aspects of your responsibilities.,