Cluster Operations Lead

Location: NCR

Job Summary

FYLS-Founding Years (KLAY) is the leading company in India today in the child care space – with over 160 centres across the country in 7 major metros and working with marquee clients. Founding Years is poised to take on the wave of growth of preschool education in India.

We strive to create an empowering learning environment, to enable children to excel in an ever-changing world. We believe that a dynamic curriculum, oriented towards skill building is the need of the hour.

Please visit our website & research in detail to know more about us –

We are looking for a Cluster Operations Lead (COL) to support on our operations & service delivery for the assigned cluster.

Under minimal direction, she/he will be responsible for managing the overall OPERATIONS of the cluster assigned in the city. Cluster Operations Lead will report to Regional Operations Lead. As a first point of contact with our customers, the COL will ensure quality & service delivery, ensuring customer retention, and being responsible for the revenue targets for the cluster.

Key Responsibilities :

Overall responsibility for operational efficiency & service delivery across all KLAY programs i.e K@H, L@H, Klaytopia, & Centres.

  • Parent Relationship Management
    • Establish and maintain a good rapport with parents (customers)
    • Address any operational issues that parents may face in day to day classes on LH, KH or other lines of business.
    • First point of contact for escalation from parents
    • Accountable for the Quality & Service consistency of the cluster
    • Responsible for ensuring high staff efficiency at cluster level
  • Team Management
    • Will be responsible to manage large team of teaching and non-teaching staff in a matrix environment.
    • Plan, forecast & indent manpower needs based on upcoming admissions
    • Ensure health & safety of team.
    • Play vital role in team growth, by ensuring that all team members are going through all training / upskilling programs that are required.
  • Business Management
    • Co-Own revenue targets of cluster with Sales team
    • Ensure Customer retention and minimal / no customer attrition
    • Timely collections
    • Work closely with other teams –
      • Sales teams – admissions, staff availability, back-end documentation on CRM
      • HR – new staff recruitment, staff attrition, payroll, HR policies etc
      • Finance – collections, payments etc
Qualifications and Skills

Academic : Bachelor’s degree or equivalent education is a must, in addition post-graduation in Operations (Distance learning not suitable here)

Experience : Min 7 to 8 years of experience in retail operations management with education industry, healthcare management, retail multisite experience preferred.

Required Skills and Attributes :

  • Excellent Communication Skills both written & verbal
  • Service & Solution mind set
  • Self-driven, pleasing personality & team player; Ability to work with cross functional teams.
  • High on Value & work Ethics
  • Respect “Diversity in workplace”.
  • Willing to travel
  • Understands financial management, planning, prioritizing, and supervising others (Teachers/CGs)
  • Experience on having worked with a CRM like Salesforce/Lead Square/Zoho would be an advantage.
Get to know us better!