Student Relationship Management · Regional · People Manager
Student Relationship Senior Manager
Regional (North & West, or South & East) · Reports to the Student Relationship Head
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Function
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Student Relationship Management
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Reports into
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Student Relationship Head
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Region owned
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North & West, or South & East (one Senior Manager per region)
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Direct reports
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All Relationship Managers across the region's campuses
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Experience
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5–8 years overall, incl. 2–3+ years in people management
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Education
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Graduate; MBA / relevant PG preferred, not mandatory
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Role Summary
The Student Relationship Senior Manager owns student outcomes across every campus in a region. This is a people-management role first: you will hire, ramp, coach, and review a bench of Relationship Managers, hold the line on the 1:180 mapping ratio as the region grows, and act as the second-level escalation point for anything a Relationship Manager can't close on their own.
Key Responsibilities
• Regional ownership — be accountable for student NPS and relationship health across every campus in the region — not any single campus, all of them
• People management — hire, ramp, coach, and review Relationship Managers in the region, adding headcount as campuses or batch sizes grow so the 1:180 ratio holds
• Escalation — pick up anything a Relationship Manager can't close on their own, and own recurring or cross-campus issues directly with the Infrastructure & Facilities Excellence team
• Reporting — consolidate every campus dashboard in the region into one view, report it to the Student Relationship Head, and coordinate with Program Ops and University Partnerships on regional program health
What Success Looks Like — Key Result Areas
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KRA
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Metric
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Regional student NPS
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NPS rolled up across all campuses in the region
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2nd-level escalation TAT
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Time to close issues escalated past the Relationship Manager
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SLA adherence across region
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% of managers' issues closed within SLA
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Ratio adherence
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Managers in region operating at or near 1:180
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Manager stability
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Retention of Relationship Managers in the region
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Note: Targets and review cadence for each KRA are being finalised by the function.
Who We're Looking For
• 5–8 years of total experience, with demonstrated people management — has directly managed a team of 5 or more
• Background in a service-delivery, customer-experience, or student-facing operations function
• Strong escalation handling — stays calm and decisive when an issue is urgent or high-visibility
• A track record of hiring and coaching a frontline team, not just supervising an existing one
• Comfortable owning a number (NPS, SLA adherence, retention) and reporting on it upward with a plan, not just a status
• Willing to travel across campuses within the region
Good to Have
• Experience running distributed or multi-location teams
• Exposure to escalation matrices or SLA-based service delivery models
Where to Source From
Suggested talent pools and industries for the TA team to prioritise when sourcing for this role:
• Ed-tech / ed-services operations managers — who have run student success or student operations teams and understand the student-facing SLA rhythm
• BPO / ITES team leads and operations managers — with a span of 15–20+ frontline agents and a genuine coaching track record, not just headcount supervision
• Hospitality or aviation service-delivery managers — running multi-property or multi-station operations, used to holding a service standard across locations
• Higher-education student affairs managers or campus operations leads — with direct people-management experience
• Regional customer experience managers from retail or telecom — particularly those who have managed frontline-heavy, SLA-driven teams
Growth Path
A strong regional track record — hitting NPS and ratio-adherence targets, and building a stable, well-coached manager bench — is the primary pipeline into the Student Relationship Head role.
Compensation
As per NIAT's mid-management compensation bands [TBD by TA / Comp].