Operations - Aptech Limited

Brief of the Role:

The Process and SOP Implementation Lead will oversee the execution of operational processes and standard operating procedures (SOPs) across centers. The role focuses on ensuring consistency, compliance, and operational efficiency to enhance service delivery and meet organizational goals. The person will also share feedback from the field for improvement of the process and reduction of friction if any in business process, which is hampering, speed of implementation, growth in business.

Role & responsibilities

Monitoring the implementation of SOP

Engage all stakeholders in ensuring adherence to SOPs

Identify exceptions, deviations and take corrective action in discussion with line manager or as per process.

Share feedback based on interactions with ecosystem, and on exceptions, deviations observed feedback to Team for changes, updates on the process

Identify requirements of new process

Implementation of SOP:

• Develop implementation calendar, ensure all stakeholders are aligned
• Conduct Workshops/ training sessions for internal and extended team to familiarise them
  with process, requirements
• Conduct Feedback sessions on training, process itself

Monitoring of SOPs:

• Based on Operations executives reports, audit observations, business outcomes, reach out to stakeholders to address Exceptions and Deviations

Quality Assurance:

• Ensure Centers meet standardised operational and service benchmarks
• Collaborate with Audit Teams to address deviations

Coordination:

• Work with cross functional team/members to ensure integration of process, automation of
  process.

Continuous improvement:

• Share feedback based on interactions with ecosystem, and on exceptions, deviations noticed,

Regularly review and update SOPs to align:

• Feedback as mentioned above
• Changes in standards, business goals, new segments, industry standards as well as regulations

Technology Integration:

• Adopt technology solutions for continuous automation of process and monitoring of the
  same

Reporting:

• Define and track KPIs to evaluate operational efficiencies and SOP implementation
• Reporting, prepare reports for line manager and other stakeholders on efficiency, compliance
  and areas of improvement

Preferred candidate profile

Expertise in Process mapping and SOP implementation

Good Communication & Training Skills to engage stakeholders across levels in centers (Business Partners to their team)

Analytical mindset with ability in data-driven decision making

Familiarity with compliance frameworks and Quality management

Experience in using productivity tool

4-6 years of experience in process improvement, operations management, preferably in education, training sector.