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 - 07.2017
Bachelor of Technology - Electronics and Communication Engineering
Lingaya's University
Faridabad, India 06.2010 - 07.2014
Skills
Word, Excel, Power Point, Outlook, Project
LeadSquared, Edchemy, CollPoll, Olympus, Apollo, Smartsheets
Moodle, Canvas, OlympusResdex (Naukri), Sales Navigator (LinkedIn), Darwin, Zoho
Campaign Monitor
Canva, Mural, Folge
Lean Six Sigma Green Belt
Policies and procedures
Strategic planning
Key Performance Indicators
Staff Management
Project Management
Verbal and written communication
Financial Management
Sales and marketing
Operations management
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 - 07.2017
Technical Consultant
IBM India Pvt. Ltd
08.2014 - 06.2015
Bachelor of Technology - Electronics and Communication Engineering
Lingaya's University
06.2010 - 07.2014