About Company :

- Alchemist is one amongst the top coaching institute for MBA prep programs. It is an IIT-IIM alumni initiative with one of the best track records in the industry. It has been around for nearly two decades and has multiple centres across NCR.

http://alchemistindia.com/connect/

Objectives and Responsibilities of the Head of Student support :

Leadership/Supervisory Role :

- The first and most prominent role of the Head of Student Support is to provide leadership and direction to the entire Student support department. Establishes and oversees the adoption of the support department's vision, goals and objectives at all levels. The Head of Student Support leads ground support for student support agents and managers, developing and implementing efficient officers in implementing student experience support plans. This is inclusive of leading analyses, workshops, and the development of recommendations for consumer insights for review by the Director and key stakeholder meetings.

- In the leadership role, the Head of Student Support ensures that student support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources. Also ensures that student support activities are seen to deliver measurable and significant value to the businesses and meet student loyalty. The Head of Student Support also evangelizes the importance of customer experience to the overall performance of the business and establishes as the go-to expert for the business at large.

- In this capacity, the Head of Student Support also plays a mentorship role to key student support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them for the future.

Strategy :

- The Head of Student Support plays the lead role in strategy formulation for the department. Also oversees and determines key strategic direction and objectives of customer support department. Drives and makes necessary changes for the improvement of operating and organizational efficiency of the student support team.

- Orchestrates continuous improvement of student experience through the formulation or constant improvement of the approaches and strategies applied by the team.

Analytics :

- The Head of Student Support is also tasked with a strategic role, measures the effectiveness of all student support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support to student correspondence. Also conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.

- The Head of Student Support is also tasked with conducting financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department for the purpose of facilitating improvement in support initiatives. Additionally creates reports and strategic recommendations from various student support research and analysis.

Relationships :

- The Head of Student Support is also in charge of managing both internal and external relationships on behalf of the student support department. In charge of all top administration support management and stakeholders as well as engaging in direct interactions with the businesses. These interactions will normally involve negotiation with students with an aim of collecting feedback on student support efforts and influencing senior customer support management and stakeholders on proposed approaches and strategies for the department.

- Other Duties: The Head of Student Support also performs other duties as are deemed necessary in the execution of the duties or duties as delegated by the Director, or the Employer.

Required Qualifications :

- Education : Must have a master's degree in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field. The equivalent in working experience is also acceptable.

- Experience : A candidate for this position must have had over 10+ years of working experience in student or similar support, preferably working as a Student / Customer Support Manager for a business within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques.

- Communication Skills : Communication skills are one of the most important assets for this role. The efficiency of the entire customer support department is dependent on the clarity of communication relayed on junior support personnel by the Head of Student Support. More importantly, the role will need exceptional communication skills in order to effectively communicate with students and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies.

- MS Office/Platforms: Must demonstrate proficiency in MS Word and PowerPoint, which will be useful in the creation of visually and verbally engaging reports and presentations.

- Technological Savvy/Analytical Skills : The incumbent must also have technological acumen, which is necessary today if the business is to gain a wider consumer reach. This is because most consumers have integrated technological communication channels and appliances in their day-to-day lives and the business must follow suit if they are to maintain regular and effective contact with their consumers.

- Leadership/People Skills : A suitable candidate will possess outstanding leadership skills. The role will portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions. Also be an approachable and relatable individual, making it easy for junior personnel to follow in the direction.

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