Balam Singh
Operations Manager
Gurgaon
Summary
Professional Highlights
- Designed and optimized workflows to enhance client experience, ensuring consistent follow-ups, feedback collection, reminders, check-ins, and updates.
- Formulated and managed comprehensive value roadmaps throughout the product lifecycle.
- Established a formal knowledge repository, developing guidelines, best practices, and methodologies for efficient product management.
- Developed and implemented a change management strategy to support product transitions.
- Led business transition efforts, collaborating with operations and cross-functional teams to ensure seamless integration.
- Established effective communication channels to resolve customer grievances efficiently.
- Collaborated with the product team to upgrade the existing platform, increasing user engagement rates.
- Worked with the tech team to provide self-service solutions, empowering customers and enhancing their experience.
Overview
10
10
years of professional experience
Work History
Sr. Manager (Student Experience)
Coding Ninjas
12.2021 - Current
- Overseeing team performance to achieve targets and maintain high standards of productivity and quality.
- Creating SOPs for seamless student onboarding, ensuring a positive introduction to services.
- Designing and monitoring KPIs to drive performance and operational efficiency across teams.
- Tracking and analyzing Net Promoter Score (NPS) to enhance student satisfaction and retention.
- Resolving escalations within SLAs and implementing preventive measures for recurring issues.
- Developing Metabase dashboards for insightful data analysis and informed decision-making.
- Anticipating trends in student engagement and collaborating cross-functionally to enhance outcomes.
- Leveraging strong analytical capabilities and effective communication to drive team performance and process improvement.
Sr. Executive- Product Operation
Nspira Management Services Pvt Ltd
07.2019 - 12.2021
- Provided comprehensive product support for the entire Narayana group education in the north region, encompassing 10 schools and 27 coaching centers. Responsible for new product launches, operation support, troubleshooting and issue resolution.
- Conducted product testing to ensure quality and functionality, identifying and resolving issues promptly to enhance user experience.
- Delivered user training and onboarding by creating tutorials, documentation, and training materials to guide users through the setup and usage process.
- Continuously gathered customer feedback post-launch, analyzing this feedback to identify trends and prioritize enhancements for the product team.
- Conducted product research and development to drive innovation and improve product offerings, aligning with customer needs and market trends.
- Communicated product updates, new features, and enhancements to customers, explaining new functionalities and providing guidance on leveraging them effectively.
- Handled escalated issues and complaints from customers, ensuring swift resolution by involving relevant stakeholders as needed.
- Collaborated closely with cross-functional teams, including product development, tech, content, sales, and marketing, to ensure seamless product operations and improvements.
Executive- Academic Operation
FIITJEE Ltd
05.2014 - 07.2019
- Optimized academic and non-academic operations at FIITJEE North-West Centers, ensuring efficiency and adherence to schedules.
- Ensured timely execution of critical activities such as timetable releases, feedback sessions, PTM conduction, result declarations, and non-classroom program initiatives.
- Tracked and monitored student progress throughout the academic year, mapping their Rank Potential Index to enhance academic outcomes.
- Collaborated in center-level planning for competitive exams like KVPY, NTSE, JSTSE, Olympiad, etc., contributing to student engagement and success.
- Managed error-free result generation with detailed analysis reports encompassing student, faculty, batch, and center-specific insights.
- Managed parent grievances and facilitated face-to-face meetings to resolve conflicts and ensure satisfactory resolutions.
- Gathered and leveraged student and parent testimonials for effective PR campaigns, highlighting achievements and enhancing public perception.
- Produced high-quality audio/video content showcasing academic successes and promoting center-specific achievements among students and stakeholders.
Education
MCA - Information Technology Project Management
Punjab Technical University
Jalandhar, India 04.2001 -
BCA - Information Technology Project Management
Punjab Technical University
Jalandhar, India 04.2001 -
Skills
Strategic Planning
Project Management
Talent Development
Operations Management
Resource Allocation
Customer Service
Data Analysis
Workflow Optimization
Process Improvement
Timeline
Sr. Manager (Student Experience)
Coding Ninjas
12.2021 - Current
Sr. Executive- Product Operation
Nspira Management Services Pvt Ltd
07.2019 - 12.2021
Executive- Academic Operation
FIITJEE Ltd
05.2014 - 07.2019
MCA - Information Technology Project Management
Punjab Technical University
04.2001 -
BCA - Information Technology Project Management
Punjab Technical University
04.2001 -
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