Arun Bhatia
Delhi
Summary
Results-driven management professional with a proven track record in driving profitability, business development, and marketing initiatives. Skilled in student recruitment, channel management, and ensuring service quality excellence. Adept in workforce management, recruitment and hiring, training and development, as well as performance management. Committed to delivering exceptional results through strategic planning and effective leadership.
Overview
24
24
years of professional experience
Work History
Regional Head ( UG )
Avocation Educational Services Pvt Ltd
02.2024 - Current
- Achieving revenue target for the month
- Collaborating with the Marketing team for planning the Digital Marketing campaigns for Lead generation
- Planning and executing monthly outreach activities – ATL and BTL
- Organising Market segment focussed city level open seminars every month
- Working with the HR team on recruitments, new joinee onboarding
- Planning and executing employee engagement initiatives
- Implementation of learning and development programs
- Performance management.
Regional Head ( Sales & Operations )
Jamboree Education Pvt ltd
10.2018 - 11.2023
- Business Head for Delhi – NCR, Chandigarh and Non center locations
- Responsible for achieving revenue targets for the region
- Ensuring that the Sales Process – Lead nurturing using CRM to enrolment is followed as per the standard operating procedure
- Product wise performance analysis of the centers
- Collection of student testimonials, reviews and scores
- Collaborating with the Marketing team for planning the Digital Marketing campaigns for Lead generation
- Planning and executing monthly outreach activities – ATL and BTL
- Conducting seminars and webinars with schools and colleges
- Organising Market segment focussed ( UG, MBA and Masters ) city level open seminars twice a year
- Working with the HR team on recruitments, new joinee onboarding
- Planning and executing employee engagement initiatives
- Implementation of learning and development programs
- Performance management
- Batch scheduling
- Implementation of SOP’s,maintaining center infrastructure.
Regional Manager
CL EDUCATE LTD
09.2015 - 09.2018
- Managing and supporting the Franchise Business of 10 centers in Punjab,J&k & Chandigarh
- Preparing the sales strategy for the various products and Sourcing of new business applications and meet the sales and conversion targets
- Devise the marketing plan for the region and co ordinate with the Marketing department and the advertising agencies to implement the marketing plan
- Conduct promotional (ATL & BTL) activities to enhance the brand visibility and brand awareness in the assigned territory according to the Marketing plan
- Ensuring that the academic delivery is happening as per the session plans and the quality of delivery is maintained
- Actively engage and develop strong relationships with a wide range of internal and external stakeholders
- Responsible for conducting the customer relationship events to build new customers as well as in house events to promote customer satisfaction
- Create a positive team atmosphere and motivate the staff effectively to achieve KPIs
- Conduct regular staff appraisals, evaluate and improve performance to agreed standards through coaching and mentoring.
Center Manager
Times Center For Learning Limited
11.2013 - 08.2015
- Head the Operations of the Learning Center
- Preparing the sales strategy for the various products and Sourcing of new business applications for the MBA courses and Diploma courses offered and meet the sales and conversion targets
- Devise the marketing plan for the region and co ordinate with the Marketing department and the advertising agencies to implement the marketing plan
- Conduct promotional (ATL & BTL) activities to enhance the brand visibility and brand awareness in the assigned territory according to the Marketing plan
- Conducting the placement interviews by coordinating with the banks and financial organisations
- Responsible for ensuring that minimum 90% students get placed in first 3 interview attempts
- Ensuring that the fee is collected as per the fee schedule
- Responsible for the daily banking of the cash and cheques collected
- Recruiting and servicing a network of agents (Alternate Channel partners) and getting the business through them
- Responsible for conducting the customer relationship events to build new customers as well as in house events to promote customer satisfaction
- Create a positive team atmosphere and motivate the staff effectively to achieve KPIs
- Conduct regular staff appraisals, evaluate and improve performance to agreed standards through coaching and mentoring
- Coordinate with the placement team at the Head office and conduct all the activities related to the placement drives for the students
- Manage service delivery to clients, including performance analysis and determine needs and solutions.
Business Development Manager
Bhatia & Bajaj Careers Private Limited
07.2011 - 10.2013
- Profit Centre Head of an Education Service Centre (setup under the franchisee license of Everonn Education Limited)
- Responsible for achieving the sales targets for the various courses
- Conducting various ATL and BTL activities to generate new business and ensure the brand visibility
- Conducting College Campus and School Campus Connect Programs, delivering seminars, organizing career counseling sessions, organizing scholarship examination
- Providing placement assistance to graduate/post graduate students, organizing job fairs for B
- Tech and MBA students
- Provide in house trainings to other team members as well on new updates or new system enhancement releases
- Conduct Parents – Teacher meetings on a quarterly basis to get a first hand feedback of the customers
- Manage customer expectations through daily communications and reports that reflect the current business environment
- Responsible for compliance - Good understanding of Company Code of Conduct and, where appropriate, complies with all relevant regulatory policies
- This includes completion of any mandatory training requirements for self and other team members
- Oversee the recruitment, selection and training of all customer service staff and reporting on all information gained from customers
- Communicate job expectations; plan, monitor, appraise, and review job contributions; enforce policies and procedures
- Responsible for the empanelment and management of all the vendors for the various processes
- Conduct various inter department meetings and act as a liaison to provide all the support to the sales process.
Regional Operations Manager
Tata AIG Life Insurance Co. Limited
10.2007 - 06.2011
- Fully responsible for Jharkhand and Chhattisgarh Region; ensured 100% statutory and HR compliance of branches, a satisfactory NPS score, and superior operational efficiencies in support of company goals and objectives
- Contributed towards maintaining profitability in the region through customer acquisition and retention (policy conservation) in terms of the YTD renewal collection and ensured that the persistency remains above 85% (13thmonth) and 90 % (25th month)
- Monitored resource structure on timely basis and analyzed staffing needs
- Assessed performance standards and implemented training to assure all work activities were delivered in a manner consistent with customer service and management focus
- Implemented best practice operational and service strategies and processes
- Established priorities and made workflow decisions
- Resolved operation matters resulting in bottleneck situations to assure business results had no negative impact
- Established the process and managed claims policy processing for centralized operations; supervised regional processing center
- Played a key role in implementing self audit and remote audit process to ensure satisfactory internal audit ratings
- Ensured a robust service delivery process within the agreed SLAs while institutionalized aggressive cost reduction in operational methods; exercised strong tactical leadership, negotiation, and change management skills to achieve aggressive business goals
- Juggled multiple projects and teams simultaneously; liaised with various agencies and vendors for operational effectiveness.
Customer Service Manager
ICICI Prudential Life Insurance Co. Limited
05.2006 - 10.2007
- Led underwriting and operations teams to focus and deliver on targets through world class customer engagement
- Headed the 3 branches in North Gujarat and the Health vertical for the entire state of Gujarat
- Ensured appropriate operational procedures were in place to uphold and monitor activities to ascertain compliance with customer service policies and standards
- Evaluated business processes at the branch to promote service excellence
- Responsible for team’s delivery/performance on branch underwriting and operations activities; strengthened business value proposition and created value through operational excellence and customer engagement
- Defined and implemented customer service policies and procedures; maintained TAT’S in order to meet customer expectations
- Performed all functions associated with training, developing, coaching and leading teams to achieve goals and service metrics
- Implemented and adhered to costing methodology, based on operational activities, to reflect and improve operating cost.
Team Leader
Bharti Televentures Limited
07.2005 - 04.2006
- Led business development and operations through a team of service delivery coordinators and 11 Airtel Relationship Centers
- Drove marketing and customer engagement activities across the dealer network at the ARC to ensure that the new business targets of post paid and prepaid sales and achieved month on month
- Appointment of new dealers for the selling of the prepaid connections
- Responsible for controlling the churn of post paid customers
- Defined, planned, and monitored staffing requirements, work schedules in accordance with business goals
- Provided direction and guidance on service issues and problem resolution
- Continuously looked for process and workflow improvement opportunities to streamline procedures and enhance service
- Implemented and conducted training, people development programs to support business growth and market execution scores.
Team Leader
Fascel Limited
07.2002 - 03.2005
- Led a team of Relation Managers across Gujarat, headed Customer Service operations of North Gujarat through Hutch Shops
- Supervised Gandhinagar Hutch Shop and maintained the ROI of the shop at minimum 30% per annum through the sales of post paid and prepaid connections as well as billing and collections
- Increased revenue by 8% every 6 months through new account acquisitions, cross selling, and upselling
- Maintained the churn level of these customers to less than 1.5%
- Managed the relation and retention activities to control the churn below 3%
- Coordinated focus groups and customer satisfaction surveys and organized monthly customer relationship building events
- Established comprehensive customer data base and ensured that ROI for all the shops is at least 30% per annum
- Managed a team of customer service executives and supervised resolution of all the queries, new activations, and service activations within the stipulated Turn Around Time (TAT)
- Trained new customer service representatives and associates
- Ensured that the quality audit score of the shop is maintained at a minimum of 90%.
Marketing Executive
Jindalonline.com ltd
04.2001 - 06.2002
- Responsible for the marketing of Internet Solutions ( Dialup Connections,ISDN Lines and Lease Lines)
- Responsible for building a dealer network and getting the business through them
- Responsible for making the marketing communication for the participation in various trade fairs and events.
Marketing Trainee
Cipla ltd
06.2000 - 03.2001
- Marketing of the Cardiac Range of products to the Cardilologists,Diabetologists,Urologists and Nephrolgists
- Responsible for the co ordination with the stockists to get the orders for the product range
- Conducting various symposiums and Seminars for the doctors.
Education
Diploma - Corporate Communications and Advertising
Ahmadabad Management Association
01.2002
MBA - Marketing
Maharshi Dayanand University
01.2000
B.Sc - Electronics
Kurukshetra University
01.1998
Skills
- Business Development
- Sales Planning
- Certified career counsellor
- Operations Management
- Team Management
- Public Speaking
Timeline
Regional Head ( UG )
Avocation Educational Services Pvt Ltd
02.2024 - Current
Regional Head ( Sales & Operations )
Jamboree Education Pvt ltd
10.2018 - 11.2023
Regional Manager
CL EDUCATE LTD
09.2015 - 09.2018
Center Manager
Times Center For Learning Limited
11.2013 - 08.2015
Business Development Manager
Bhatia & Bajaj Careers Private Limited
07.2011 - 10.2013
Regional Operations Manager
Tata AIG Life Insurance Co. Limited
10.2007 - 06.2011
Customer Service Manager
ICICI Prudential Life Insurance Co. Limited
05.2006 - 10.2007
Team Leader
Bharti Televentures Limited
07.2005 - 04.2006
Team Leader
Fascel Limited
07.2002 - 03.2005
Marketing Executive
Jindalonline.com ltd
04.2001 - 06.2002
Marketing Trainee
Cipla ltd
06.2000 - 03.2001
Diploma - Corporate Communications and Advertising
Ahmadabad Management Association
MBA - Marketing
Maharshi Dayanand University
B.Sc - Electronics
Kurukshetra University
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