Jyoti Singh
Manager-Operations
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. With seven years of proven experience in education and consulting , I specialize in operations and project management. Proficient in best practices, market trends and regulatory requirements of industry operations. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Proficient in using analytical approach to business planning and day-to-day problem-solving.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Manager
National Law School Of India University
Bengaluru
09.2022 - 09.2023
- Oversaw and administered operational aspects of numerous legal programs, managing around 10,500 students from enrollment to course completion
- Formulated and executed academic and exam policies for online and hybrid programs, managing project lifecycles for 30+ stakeholders
- Also oversaw learning outcomes, budget estimations, and resource planning as part of department strategies
- Devised budgetary plans for online programs & courses, directing resources to program development, tech infrastructure, marketing, student services, administrative costs, and contingency planning
- Directed admissions for online, hybrid programs and courses, leveraging multi-platform marketing strategies, which led to a 78% increase in certification course admissions and a 95% rise in online and hybrid program admissions
- Led the enhancement of the Learning Management System (Moodle), and oversaw the integration of CRM & ERP systems, all with a focused upgrade on UI/UX for a seamless experience on both web and mobile platforms.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Assistant Manager - Delivery
upGrad Education Pvt. Ltd
Bangalore
12.2021 - 09.2022
- Stakeholder management and expectation alignment with various collaborating parties including University & Internal Delivery, Content and Student Success teams
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Interaction with learners to resolve doubts or collect feedback and ensuing NPS & CSAT quality quarter on quarter, Q1 FY 2022-23 was an ~10% increment in NPS & CSAT scores
- Set clear team goals and KPIs and overseeing day-to-day teams' operation and performance Q4 FY 2022-23 achievement across team was > 85%
- Managing team including Delivery of program & sourcing of Subject Matter Experts
- Delegation of tasks and setting project deadlines for ongoing programs & SME sourcing
- Performing quality checks on assignments and project feedback provided by external teaching assistants
- In a Quarter closure of > 95% assessments within SLA & TAT as per organization standards, Closing the Completion of the existing program at > 85%
- Managing budget & cost for the program & showcasing abreast 10% reduction on P&L in ongoing projects (non-payroll delivery)
- Mapping right Subject Matter experts on reduced & optimized costs that helps community grow within the organization, Last Quarter achievement was > 89% onboarding across verticals.
Program Manager
Great Lakes E-Learning Services Pvt. Ltd
Bangalore
03.2021 - 12.2021
- Streamlined management, AI/ML & Data Science programs on the Academic & Operational front
- The tasks involve - ensuring 100% doubt resolution, the accuracy of 95% content curation, progressive & incremental program feedbacks, delivery of more than 100 live sessions across cohorts & overall vendor management
- Delivered programs with parallel cohorts and completion of 90% as per the set budgets and resources within eight months
- Interacted with customers and clients to identify business needs and requirements.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Collaborated with Program Director, Academic Managers, Senior Officials for hiring and optimizing resources by providing & implementing streamlined processes, tools and methodologies across the programs
- Contributed towards learners' success stories, testimonials, etc., that led to incremental program feedback and attracted new lead generation
- Implemented operational toolkits across programs to ensure project timelines, resource allocation, and work distribution, resulting in day- to-day monitoring and quality control
- Collaborated with Technical & Content teams to curate customer centric mechanisms including improved feedback systems, marketing collaterals that helps related domain-specific programs across the company
- Monitored day-to-day Academic tasks & outcomes to ensure learner's progress and timely feedback for any improvements in the curriculum or delivery.
Junior Manager
Indraprastha Institute of Information Technology
Delhi
12.2018 - 03.2021
- Strategic planning and implementation of Academic & Research programs for the Department of Human-Centered Design (HCD) in coordination with multiple stakeholders
- This includes - the creation of Program Regulations, Curriculum, Course structuring, review & allocations
- Managing project status for 15+ stakeholders throughout its life cycle encompassing learning outcomes, budget estimations, resource planning as part of the HCD division's policies
- Supported management protocols, decisions and plans within company structure, atmosphere and culture.
- Analyzing existing processes & data of dept's programs to make strategic recommendations to enhance academia-wide communication, brand-image, and administrative support system delivery
- Budget formalization & management of HCD including tracking of financials, procurements, and reimbursements
- Evaluation and documentation of NAAC SSR for AY 2017-2020 for the HCD Department
- Creation of Annual department reports along with record keeping of all activities including academics, events, external collaboration, press release, research outcomes, achievements, etc
- Scheduled cross-team meetings, facilitated planning, note-taking and status updates for project execution.
- Coordination with internal departments for the creation of the faculty-specific project UCs and financial reports
- Strategic planning of events like Seminars, Conferences, Guest Lectures, Showcase, Workshops, etc
- This involved coordinating with internal admin staff for arrangements of Operations & Logistics, Financials, Outreach, data collection, creation of marketing collaterals, etc
- Leading promotions & content writing for all marketing collaterals including - Annual reports, print, and online media including Website, Facebook, Twitter, LinkedIn, Instagram
- Advisor of HCD website with a team of professionals for delivering an ingenious and design-centric experience for the right audience.
Assistant Manager (Corporate Sales)
Oravel Stays Pvt. Ltd
Gurugram
04.2018 - 08.2018
- Successfully managed in revenue generation 10X times by
prospecting & converting corporate for utilizing OYO for
Business services PAN India. - Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Ensure successful MICE, events, conferences and holiday
packages for corporate clients. - Reviewed and monitored operational tasks of travel desk for each converted corporate account and suggested ways to
improve the processes and customer service levels with
satisfaction rate from 75% to 90%.
Assistant Manager (Marketing & Sales)
CISO Cybersecurity Pvt. Ltd
Gurugram
06.2017 - 03.2018
- Managed segments - academic institutions (universities and
colleges), corporate & government in North India region by
leading major assessment and recruitment-based projects
with end to-end delivery of products to the client. - Successfully developed and executed sales and marketing plans by diversifying and growing in new business segments
with improving customer services. - Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Directed the creation and implementation of Business
Continuity plan for marketing activities, print media, etc.
Improved & enhanced overall UI/UX of products, digital
brochures, manuals and promotional activities as per the
plans.
Technical Consultant
IBM India Pvt. Ltd
Noida
08.2014 - 06.2015
- Headed key accounts for IBM and AT&T employees.
- Ensured quality measures to undergo the process. Provided technical consultation to AT&T and IBM employees.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Monitored employee tasks to gauge business functions and inefficiencies.
Education
MBA - Administration, Operations and Marketing - Sales
Amity University
Noida, India 06.2015 - 2017.07
Bachelor of Technology - Electronics and Communication Engineering
Lingaya's University
Faridabad, India 06.2010 - 2014.07
Skills
Word, Excel, Power Point, Outlook, Project
Affiliations
Project Management Institute (PMI) (10/2020 - 04/2022)
Timeline
Manager
National Law School Of India University
09.2022 - 09.2023
Assistant Manager - Delivery
upGrad Education Pvt. Ltd
12.2021 - 09.2022
Program Manager
Great Lakes E-Learning Services Pvt. Ltd
03.2021 - 12.2021
Junior Manager
Indraprastha Institute of Information Technology
12.2018 - 03.2021
Assistant Manager (Corporate Sales)
Oravel Stays Pvt. Ltd
04.2018 - 08.2018
Assistant Manager (Marketing & Sales)
CISO Cybersecurity Pvt. Ltd
06.2017 - 03.2018
MBA - Administration, Operations and Marketing - Sales
Amity University
06.2015 - 2017.07
Technical Consultant
IBM India Pvt. Ltd
08.2014 - 06.2015
Bachelor of Technology - Electronics and Communication Engineering
Lingaya's University
06.2010 - 2014.07
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