City head

EMRIOM SOLUTIONS · India

City Head

Experience: 5–8 Years

Location: Bangalore

Industry:Education/EdTech/Home Tutoring

The City Head will be responsible for the overall operational and business management of Bangalore. The role will focus on building a strong operating structure, ensuring smooth service delivery, managing city-level resources and teams, strengthening teacher and customer operations, monitoring business performance, and ensuring operational efficiency and sustainable city growth.

1. City Operations & Business Management

• Take complete ownership of day-to-day Bangalore city operations and business management.
• Establish and maintain efficient processes, systems, and operating standards across the city.
• Ensure smooth coordination between academic, teacher, operations, customer success, HR, and support functions.
• Monitor overall city performance, identify operational gaps, and implement corrective actions.
• Drive operational efficiency, productivity, cost control, and effective utilization of city resources.
• Ensure all city-level activities are aligned with company policies, processes, and management guidelines.

2. Team Leadership & People Management

• Lead, mentor, and manage the Bangalore city team across relevant functions.
• Define roles, responsibilities, KPIs, and performance expectations for team members.
• Conduct regular performance reviews and ensure accountability and timely execution.
• Build a collaborative, disciplined, and high-performance team culture.
• Identify manpower requirements and coordinate with HR for recruitment and onboarding.

3. Teacher / Tutor Operations

• Oversee teacher/tutor onboarding, deployment, availability, attendance, and operational coordination.
• Ensure adequate teacher availability based on student requirements and service commitments.
• Monitor teacher performance, class continuity, punctuality, and service quality.
• Coordinate with academic and teacher-training teams to address capability and performance gaps.
• Resolve teacher-related operational issues and ensure smooth service delivery.

4. Customer & Service Operations

• Ensure a high-quality and consistent customer experience across Bangalore operations.
• Monitor customer concerns, escalations, service issues, and resolution timelines.
• Coordinate with relevant teams to ensure timely resolution of customer and operational issues.
• Analyse customer feedback and identify opportunities to improve service quality and retention.
• Maintain strong relationships with key operational stakeholders.

5. Business Performance & MIS

• Monitor city-level business performance through operational, financial, service, and productivity KPIs.
• Prepare and review regular MIS and management reports.
• Analyse business data to identify trends, operational bottlenecks, and improvement opportunities.
• Track budgets, costs, resource utilization, and operational efficiency.
• Present regular performance updates and action plans to senior management.

6. Process Improvement & Governance

• Develop and implement SOPs to improve consistency and efficiency across city operations.
• Identify process gaps and lead continuous improvement initiatives.
• Ensure compliance with company policies, documentation standards, and internal controls.
• Maintain appropriate operational records and ensure timely reporting.
• Coordinate with management on city-level projects, initiatives, and strategic priorities.

7. Market & City Expansion Support

• Develop a strong understanding of the Bangalore education and home-tutoring ecosystem.
• Support management in evaluating operational feasibility for new locations, partnerships, and initiatives.
• Provide market and operational insights to support business planning and city expansion.
• Build relationships with relevant education, community, and operational stakeholders.

Key Skills & Competencies

• Strong operational and business management skills
• Excellent team leadership and people-management abilities
• Strong planning, execution, and process-management skills
• Excellent communication and stakeholder-management skills
• Strong analytical, problem-solving, and decision-making abilities
• Experience in managing city-level operations or multi-functional teams
• Strong understanding of MIS, KPIs, budgeting, and operational reporting
• Ability to build and implement SOPs and process improvements
• Experience in Education / EdTech / Home Tutoring will be an advantage
• Good knowledge of MS Excel / Google Sheets and MIS reporting

Candidate Profile

• Experienced people leader with strong hands-on operational management experience
• Capable of independently managing city-level business operations
• Highly organised, process-oriented, and execution-focused
• Strong ownership and accountability mindset
• Comfortable managing multiple teams and stakeholders
• Customer-centric with a strong focus on service quality
• Ability to work in a fast-paced and evolving business environment
• Willing to travel within Bangalore as required