Rachita Khurana Gaur

Operations Management

• Managing a portfolio of International Tech Programs from inception to maturity
• Leading a team of 15 to provide experiential learning to 3000+ learners across geographies
• Driving a range of business initiatives, directly impacting the top line and bottom line
• Analyzing root cause of Learner queries to suggest improvements in product/delivery
• Delivering strong support to the stakeholders/cross-functional teams to increase business along with better retention
• New Product Development
• Understood the pain points of the product to suggest improvisations
• Created personas to customize the product with minimum spending resulting in reduction of leakage by ~3%
• Trained mentors and built capability with the help of Academic experts
• Helped establish product variant to serve a subset of audience and provide them an express route to graduate successfully- recouped 35% lost revenue in the process

People Management

• Leading a span of 15 individual contributors and team leaders
• Built processes and standardized it across the vertical to enable process optimization
• Defining the roles & responsibilities and help them in prioritizing tasks and ensure optimal staffing
• Retained top performers and proactively identified and managed bottom performers
• Hired new talent to suit the culture and meet skill gaps in the team; trained/coached them to seamlessly integrate in team

• Led a team of SMEs, ensuring delivery excellence for Selection Monitoring for France marketplace
• Identified selection gaps by analyzing competitor websites to improve brand and product coverage
• Managed cross functional programs to improve processes & achieve cost reductions via automation
• Analyzed historical data to build quality improvement initiatives and reporting systems within the team
• Established a robust process governance mechanism around business cadence and reporting

• Managed learning experience for a portfolio of 1200+ online learners with an escalation rate of < 1%
• Realized learner's requirements, managed expectations, and built their confidence through effective communication, reliable delivery system, robust processes, and sound reporting metrics - achieved an NPS score >60 throughout
• Ideated various initiatives resulting in improved learner experience and revenue generation of INR 2M
• Drove POD with cross functional teams creating better business outcomes
• Improved positive word-of-mouth through Organic Mentions & testimonials from 30 to 100+ a month
• Created and nurtured, a pool of Academic Gurus, to facilitate on demand sessions, leading to improved learning outcome and satisfaction among learners

• Managed a batch of 150 learners in Data vertical with a rating of 3.7 as a Program Manager
• Maintained a zero-escalation rate lowest ticket rate in the team
• Established an efficient response mechanism for learners, achieved an NPS score >60 and overall satisfaction rating of 3.65
• Ideated various initiatives which led to student networking, improved learning experience, and revenue generation for organization
• Drove various training initiatives like buddy system and knowledge transfer session for new joiners in the team.

• Analyzed students/batch performances on critical parameters and proposed effective solutions for improvements
• Mentored and counseled Post Graduate Students for all non-academic issues for an improved learning experience
• Managed placement activities for the students, leading to 12% additional placement conversions for the batch
• Influenced the program calendar including deadlines and events by working closely with the program team.

• Led a 4-member team to design and implement new functionalities, ad hoc requests for the business
• Liaised with Canadian counterpart and cross functional teams to resolve critical business issues
• Shift Lead and 'Single Point of Contact' for client reporting, SLAs, escalations, and quality of deliverables
• Mentored and guided new joiners with successful onboarding, knowledge transfers within the team.

• Analyzed data and supported incident resolution for one of UK's largest banks' corporate banking programs
• Liaised with Cross functional teams to manage incident ownership and effective incident resolution
• Led the shift for issue resolution, managed SLAs, reporting and escalation for the client
• Managed communications for key IT and Business Stakeholders across a multi- vendor environment.