Job description
- *JD\-Student Success Manager /Hospital \& Clinical Affairs Manager / Student Operations Manager**
- *Location:** Adugodi, Koramangala, Bangalore, India
- *Company:** StudyMEDIC
- *Experience** \- 2\- 5Years
StudyMEDIC is a global leader in **medical education and training**, offering courses for international medical exams such as **MRCOG, PLAB, FRCS, and more**. With a presence across multiple countries, we empower healthcare professionals to achieve career excellence through innovative learning solutions.
- **Relationship Management with Hospital POCs**
- Total no of Onboardings completed against total visits completed – minimum 85% achievement.
- Average response time to POC queries (target: \<24 hours).
- 2 Number of proactive feedback sessions conducted per quarter against the hospitals where candidates are placed.
- 90% of repeat collaborations or renewals secured through relationship strength
- **Onboarding Coordination**
- Average time taken from selection to onboarding completion after the interview completion. (target: ≤7 days).
- Number of onboarding errors or escalations reported per month (target: zero or minimal).
- Candidate satisfaction score post\-onboarding (measured via survey, target: ≥90%).
- 100% of onboarding checklists fully completed before candidate start date.
- Contract Preparation
- **Financial Coordination**
- Payment instalment collections (90%) on or before part payment due dates.
- Average time taken to resolve payment issues (target: ≤4 working days).
- Number of finance\-related escalations or disputes per quarter (target: zero or minimal).
- Ontime updation of onboarding trackers
- **Issue Resolution \& Internal Coordination**
- Average resolution time for candidate or hospital issues (target: ≤ 7 Working Days ).
- Number of escalations reaching senior management (target: ≤2 per quarter).
- Feedback score from candidates/hospitals on issue resolution effectiveness (target: ≥85%).
- **Hospital Visits**
- Number of hospital visits conducted per month shall be 100% as per the Sales team requirements.
- A minimum of 2 References shall be collected from the hospital through follow up and coordinated activities.
- Responsible for following the instructions assigned by the Line Manager for the smooth operate of StudyMEDIC.
- Own and manage end\-to\-end student operations, ensuring smooth onboarding, engagement, and retention. Set and drive measurable goals for these areas (e.g., onboarding completion, attendance, engagement, retention) and report progress against quarterly targets.
- Act as the primary point of contact for student\-related operational escalations and resolutions, ensuring SLAs are met and root\-cause actions are implemented.
- Lead, mentor, and manage a team of operations executives/coordinators; set clear performance KPIs and conduct regular reviews to drive improvement.
- Design, optimize, and document processes to improve student experience and operational efficiency. Prioritize improvements based on impact metrics and implement measurable pilots before scaling.
- Work closely with academic, placement, finance, and support teams to ensure alignment and shared ownership of cross\-functional KPIs.
- Track and own key operational metrics and KPIs, including but not limited to: onboarding completion rate, weekly/monthly attendance (%), engagement score (platform interactions or activity rate), program drop\-off rate, cohort retention rate, student CSAT/NPS, escalation rate, and average resolution time. Define target values for each KPI and maintain dashboards for weekly and monthly reporting.
- Identify bottlenecks using data\-driven analysis and proactively implement scalable solutions; measure impact by comparing pre/post KPI performance and iterate accordingly.
- Ensure timely communication, documentation, and reporting across teams; establish regular cadence for KPI reviews and action\-tracking until targets are met.
- *Key Skills \& Competencies**
Strong people management and stakeholder management skills
Excellent communication and conflict\-resolution abilities
High ownership mindset with attention to detail
Ability to work in a fast\-paced, high\-growth environment
Strong analytical and problem\-solving skills
Comfortable using dashboards, CRMs, and operational tools
3–6 years of experience in operations, student success, customer success, or program management
Prior experience in edtech, education, or service\-based organizations preferred
Experience handling large user/student cohorts is a plus
What Success Looks Like
Student satisfaction and experience metrics meet defined targets (e.g., average CSAT \>\= 4\.5/5 or NPS \>\= 20 within 6 months of role start).
Smooth day\-to\-day operations with minimal escalations: average time\-to\-resolution for operational escalations \<24 hours and escalation rate \<5% of active student issues.
Well\-defined, documented, and scalable operational processes covering the majority of student workflows (e.g., \>80% of common workflows automated or documented with defined SLAs).
Measurable improvements in engagement and retention: increase cohort retention by 5\-10 percentage points and reduce program drop\-off rate by a measurable margin within the first 6 months; maintain average attendance \>\=85%.
High\-performing, motivated operations team meeting agreed productivity and quality KPIs (for example, QA score \>\=90%, on\-time task completion \>\=95%) and clear development plans in place.
Skills: continuous improvement,teams,conflict,communication,onboarding,accountability,management,operations
Job Types: Full\-time, Permanent
Pay: ₹30,000\.00 \- ₹40,000\.00 per month
Benefits
- Cell phone reimbursement
- Health insurance
Ability to commute/relocate
- Adugodi, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Application Question(s)
- Are you willing to travel across different locations in India?
- Do you have own Laptop for working?
Language
- Hindi, English (Required)
Work Location: In person