Senior Manager Engagement - AFA

Senior Manager - Engagement (Admissions & Financial Aid)

Job Title:

Senior Manager


Customer Engagement Team in Admissions & Financial Aid (AFA)

Name of Job Holder:




Reports to position:

Associate Director



Reportees to Position:

Associates/Senior Associates


No. of Position(s)


Job Purpose

To strengthen our Leadership Team in Admissions, we are looking for a Customer Engagement Manager to own and drive the applicant engagement, lead nurturing and conversion for ISB’s PGP Suite Of Programmes (includes one-year full-time and Executive MBA equivalent programmes).

You are someone with strong functional and industry experience, with a proven track record of winning new business to drive sales revenue, have strong business-to-cutomer (B2C) orientation and customer centricity, and competently use these skills to not just achieve but often exceed the business targets.

You regularly seek inputs, accept constructive feedback and remove any impediments, relying heavily on extracting actionable insights through deep data analysis and studying competition.

Join us to be part of the team that always operates with winner’s mindset, and never wastes a crisis.

Job  Outline

·         Working across the business lines, in particular with the digital marketing and outreach teams, to scope and define the goals of the Engagement team, the day-to-day action items, and the short-term and long-term targets to achieve these goals – establishing an Operational framework that is flexible and fungible enough to prioritize the evolving market demands and business strategy, while keeping a firm and uncompromising approach to the KPIs / performance metrics for the team.

·         Leading and motivating the Engagement Team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line, where required

·         Recruit, develop and retain the best available talent and provide coaching, training and constructive feedback on a regular basis to ensure the team maximises its contributions to the business

·         Nurture the team to enable them to appropriately resolve all queries with minimum supervision, as well as guide potential applicants to complete the application.

·         Plan, execute and communicate Engagement strategy and campaign performance, which meets the needs of the wider Group and is prioritised accordingly

·         Pursue continuous improvement to the Engagement offering and value proposition, ensuring the Engagement Team remains fully functional and competitive at all times

·         Proven experience in leading and building Customer Support and Service teams within Education, EdTech, BPO/KPO, IT Services organizations

·         Strongly customer focussed and has experience in understanding the market, and able to identify growth opportunities, providing the team with vision and direction

·         Regularly study the competition and latest market trends to understand and adopt global best practices to add value to the process, business unit and organization

·         Hands-on experience in implementation of Cloud Telephony (cloud-based customer service and sales call handling solutions) with use of Artificial Intelligence, and using these tools to implement Quality Assurance frameworks

·         Coordination with IT and other internal teams to remove any impediments to ensure smooth functioning of team

·         Managing multiple stakeholders capable of multi-tasking, working under tight deadlines and staying calm under pressure. Demonstrates ability to take initiative and independently plan, organize, coordinate and perform in situations, where numerous and diverse demands are involved.

·         Culturally sensitive, respect diversity and willing to learn and adapt.

·         Reporting and dashboarding of daily and weekly work completed and in-queue; lead conversion and management (representing hot-warm-cold leads through a various stages of lead nurturing funnel); lending complete visbility for reporting manager, programme leads (matrix reporting) and BU head

Job Specification

Job Specification

Job Specification

Knowledge / Education

Specific Skills

Desirable Experience

·         Graduate under related or other disciplines

·         Management education from a reputed institute will be preferred, though not mandatory

·         Customer Orientation

·         Experience in Lead nurturing and Sales Development through Call and Email Management

·         Analytical thinking with strong intent and reliance on resolving business problems with actionable data-analysis

·         Process Excellence

·         Team Management /  People management

·         Exemplary Communication Skills (written and verbal)

·         Presentation, Reporting, and Dashboarding

·         Resolving issues or conflicts with the customer, colleagues or team members

·         Comfortable in working long hours/weekends as per business need

·         8+ years of experience, managing the customer engagement / counsellor / contact center operations

·         Sound working knowledge of MS Office 365

·         Adept with analytical tools, process excellence and automation

·         Adept with using CRM tools such as Salesforce


Job Interface/Relationships:




  • Outreach (Branding, Marketing, Sales)
  • Digital Marketing
  • IT



  • Prospective Students
  • Third-Party Automation Vendors




Key Responsibilities

% Time Spent


Align engagement strategy in coordination with the programme leads, translate that into daily and weekly targets for the team members, allocate work accordingly



Managing resource elasticity and allocation, across programmes, accounting for seasonal peak & valley cycles



Reporting and dashboarding of daily and weekly work completed and in-queue; lead conversion and management (representing hot-warm-cold leads through a various stages of lead nurturing funnel); lending complete visbility for reporting manager, programme leads (matrix reporting) and BU head



Drive the culture of continuous process improvement using lean and automation methodologies


Any Other Significant Input

ISB is an Equal Opportunity Employer (EEO), and in general our work schedules are structured in order to give every employee a good work-life balance. As per the business needs though each of us are at times expected to stretch our limits and also pitch in on weekends. A compensatory off can be taken though in lieu of working on an off-day or a holiday, as per the extant HR policy of the organization.

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Contact us at

040 23187777

0172 4591800


Monday- Friday, 08:00 to 18:00