Relationship Manager (Operation Manager)

Job Description – Relationship Manager (Operations Manager) 

Position Overview

The Relationship Manager (Operations Manager) is responsible for the overall day-to-day functioning of the centre. This includes ensuring smooth delivery of services, managing staff, maintaining operational standards, and enhancing the student experience. The role plays a key part in quality control, administration, and adherence to Academy guidelines.

Key Responsibilities

1. Pre-Sales Operations

a. Coordination with Sales Team

* Provide the sales team with updated course information, batch schedules, faculty availability, and training calendar.

* Ensure the center is presentable, compliant, and ready for walk-ins, counseling sessions, and demonstrations.

* Coordinate demo lectures, workshops, and trial sessions by arranging faculty and classroom availability.

* Track daily walk-ins, enquiries, and demos; ensure accurate data sharing with the sales team for timely follow-up.

b. Coordination with Academics Team

* Communicate demo requirements, student observations, and pre-sales commitments to the academics team.

* Ensure faculty readiness, lab setup, and training environment for high-quality demo delivery.

* Support academic planning for workshops, and industry interactions.

2. Post-Sales Operations

a. Coordination with Sales Team

* Ensure smooth completion of the admission process including form submission, documentation, ID creation, and onboarding.

* Manage fee collection for registration, installments, exams, and any additional charges; maintain 100% accuracy in fee records.

* Send daily fee collection reports to Sales, Finance, and Management as per SOP.

* Coordinate batch allocation and communicate confirmation to the sales team and student.

b. Coordination with Academics Team

* Share complete and accurate student data with the academics team, including fees status and batch details.

* Ensure proper induction planning, class readiness, and faculty allocation.

* Communicate schedule changes or academic updates to students promptly and professionally.

* Monitor academic progress reports and align with faculty for corrective actions when required.

3. Student Course Journey

* Oversee student attendance, punctuality, grooming, conduct, and adherence to institute policies.

* Maintain discipline, decorum, and a safe, professional learning environment for students and staff.

* Address and resolve student escalations related to academics, timetables, faculty, infrastructure, or behavior.

* Coordinate co-curricular activities: workshops, competitions, masterclasses, guest sessions, and student engagement events.

* Follow up on installment payments, pending dues, and maintain updated fee tracking systems.

* Maintain all operational MIS, including attendance sheets, batch trackers, student feedback, and performance records.

* Ensure timely communication with parents/guardians when required.

4. Post-Course Journey

* Plan and coordinate internal/external examinations, practical assessments, viva sessions, and evaluation logistics.

* Track student results, pending requirements, re-exams, and course completion status.

* Ensure timely processing of certificates, transcripts, and course completion documents.

* Work with the placement team to organize interviews, job drives, portfolio reviews, grooming sessions, and industry networking.

* Maintain alumni database and support post-training engagement.

5. Miscellaneous Responsibilities

* Ensure staff punctuality, adherence to reporting standards, and effective communication protocols.

* Supervise front-desk and administrative operations including reception, documentation, courier, and visitor management.

* Manage petty cash, vendor coordination, supervise inventory management, maintenance requests, and facility management.

* Oversee housekeeping standards, safety protocols, and overall center hygiene and readiness.

* Ensure compliance with organizational SOPs, audit requirements, statutory guidelines, and operational policies.

* Conduct regular review meetings with the Sales, Academics, and Admin teams to ensure smooth operations.

* Support management in implementing new processes, quality improvement initiatives, and training programs.