Senior Executive - Academic Counselling

BASIC FUNCTION

To ensure the students have a seamless experience around delivery of their programs from admission to exit. To track the program progress and also ensure student re-registrations & completions across semesters.

KEY ACTIVITIES & RESPONSIBILITIES

Welcome students to the course /program.

Do Welcome calls and Conduct Kick-off sessions

Ensure enrollment and LMS and other applicatoins mapping is complete for the student before start of batch.

Ensure login formalities are complete and share instruction mails to students before first class.

Send class related emails each week (learning plan/class reminders etc.) during the course period

Handhold students, resolve student queries and provide support (technical & non-technical) vis email, calls and chats.

Pro actively solving issues of the students and keeping students up-to-date about their query status to build stronger relationship with students.

Ensure overall support is provided within communicated TAT. A strict check on ticket metrics is kept ensuring there is no delay in providing resolutions.Ensure process is been strictly followed and assigned work is done on time.

Collect survey forms and feedback in between and after the semester ends for all batches.

Ensure escalation cases follow the process laid down and are addressed and closed.

Share feedback status and attendance status with batches on a weekly basis.

Follow up and Ensure semester wise fee collection and re-registration of students across programs

Highlight common issues faced by the batch to the management and ensure it is resolved.

Track semester wise progress of students in webinar attendance, tests and exam enrollment, re-registrations

Maintain relevant reports around student enrollment numbers, progress,attendance,feedback, issues. Re-registrations etc.

Identify promoters within the batch and ensure reviews are posted on social media platforms. Likewise interact and resolve concerns shared by dissatisfied students.

Establish Rapport with students and drive student satisfaction.

Handle webinar sessions during weekends.

Making sure regular issues are beingtracked and recorded to ensure an efficient system that facilitates program planning, reducing the future issues, creating more FAQs and tracking of services to students.

Develops and refines methods for continuous monitoring of participant progress, issues, as well as timely follow-up.

INTERNAL & EXTERNAL INTERACTIONS

Internal: Program Management Team, Faculty Team

External: Students, External Faculty/ SME

PROFILE REQUIRED

3 years and above of experience in operations or delivery role in the education industry

Qualification – Any Bachelors/ Post Graduate Degree

Skill set required:

Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and PPTs.

Basic technical understaning.

Quick learner with an ability to multitask and attention to detail.

Experinace in customer support and handling Inbound and Outbound calls

A working knowledge of any CRM would be preferred

Good letter writing ability, keen eye for details

Should be meticulous, process oriented

Business acumen, team player

Should be willing to work on weekends on a rotation basis

Building strong relationship with students as well as within the organization