Job Purpose

To plan, execute and deliver high-quality, effective programme management processes that provide outstanding experience and quality of service to B2C, B2B clients of ISB Digital Learning

Job Outline

As a Programme Manager, you will play a crucial role in the successful planning, execution, and management of our online learning programmes. You will be responsible for ensuring the program meets its objectives, driving engagement for programme success and provide an exceptional overall learning experience for the participants. The ideal candidate will have a strong background in programme management, a passion for education, and the ability to collaborate with cross-functional teams.

The job holder as Programme Manager will play a pivotal role in creating a first-of-its-kind center of excellence at ISB by ensuring that we deliver an enriching learning experience to our learners.

Key Responsibilities:

• Programme Planning and Execution:
• Develop and execute a comprehensive programme plan, outlining key milestones, deliverables, and timelines
• Collaborate with subject matter experts and platform operations team to ensure the curriculum is up-to-date, relevant, and meets the needs of the target audience
• Implement feedback mechanisms to continuously improve the programme content and delivery
• Adhere to the SOP for execution and ensure that the programme deliverables are well within the pre-defined SLAs

• Stakeholder Engagement:
• Build and maintain relationships with key stakeholders, including content team, platforms team, industry experts, and other internal teams
• Work closely with marketing and sales teams to promote the programme and contribute to achieving enrollment targets
• Collaborate with technology teams to ensure a seamless online learning platform experience
• Report programme feedback to all stakeholders including internal teams, faculty and content team
• Participant Engagement & Experience:
• Oversee end-end participant experience, monitor participant engagement and drive initiatives to ensure programme success
• Keep participants informed about the programme schedules, announcements and respond to any queries they may have through WhatsApp, email channels
• Plan, coordinate and execute key programme events like orientation, synchronous/Live virtual sessions on Zoom and draw insights to improve programmes and participant engagement
• Collaborate with analytics team to analyse the engagement patterns and identify at-risk learners early and plan corrective measures including calls, emails for participant success
• Monitor participant engagement, implement feedback mechanisms and address any concerns or issues within the pre-defined SLAs
• Work with Finance team to ensure all the participants make programme fee payments and take necessary corrective measures
• Foster a sense of community among programme participants through various engagement initiatives
• Programme Review and Quality Assurance:
• Review programmes deployed on the learning experience platform to ensure they meet the quality standards
• Conduct regular assessments of programme effectiveness and implement improvements as needed
• Ensure programme delivery meets high-quality standards and adheres to industry best practices
• Stay updated on the latest trends and advancements in online learning to enhance programme offerings
• Technology for Standardisation and Project Management
• Deep knowledge of all portals like Salesforce, ISB Online learning platform, Zoho, FreshDesk, etc.
• Set-up and review of programmes on Learning experience platform and timelines
• Familiarity and proficiency with project management software to effectively implement and monitor programme management & delivery processes
• Demonstrate proficiency with creation and management of key reports and dashboards using MS tools and other project management software
• Based on performance reports, drive timely review of team performance & feedback on various quantitative and qualitative metrics
• Implement and maintain all procedures and technology systems that are designed to support & monitor continuous improvement of processes by driving their usage for self and amongst team members
• Drive system improvements and automation initiatives to uphold data driven decision making for programme success

Job Specifications:

Knowledge/Education – Graduate /post-graduate

Specific Skills – Demonstrated programme/project management skills; Team management skills; strong attention to detail; demonstrated proficiency in project management software; excellent oral and written communication skills; demonstrated judgment; very good technical and data analytics skills; strong interpersonal skills; event management, team-work, and cross-functional collaboration; exceptional attention to detail and due diligence; client relationship management

Experience

10+ years working in a project/programme management capacity in a high-growth, dynamic environment; experience in the ed-tech industry is a plus.

Job Interface/Relationships:

Internal

• Programme Management Team
• Programme Admin, support and analytics team
• Programme Delivery Team
• Content Team
• Platform Operations team

External

• Clients
• Participants
• Industry speakers & Collaborators

Key Responsibilities and % Time Spent

1 Programme planning, execution 25%

2 Stakeholder engagement 10%

3 Participant Engagement & Experience: 35%

4 Programme Review and Quality Assurance: 15%

5 Technology for Standardisation and Project Management 15%