Website:
transworldacademy.com
Job details:
KEY RESULT AREAS
1. Financial Perspective - Driving profitability, revenue assurance, and cost optimization
· Achievement of annual revenue targets (corporate & academic segments)
· Minimum 5 new corporate accounts acquired per year
· Expansion of academic partnerships in India and International markets
· Percentage of monthly billing completed accurately and on time : ≥ 98% accuracy; billing closed by 3rd working day of the month.
· Days Sales Outstanding (DSO) – AR collection cycle : ≤ 60 days
· Timely and accurate operational inputs shared for new client pricing proposals : 100% proposals supported within 48 hours
2. Customer Perspective - Ensuring SLA compliance, customer satisfaction, and retention
· Percentage of SLAs/KPIs met across all client contracts : ≥ 98%
· Net Promoter Score (NPS) / Client feedback rating: ≥ 8.5 / 10
· Percentage of client escalations resolved within agreed TAT : ≥ 95% within 24 hours
· Adherence to contractual terms and pricing inclusions in billing : 100%
· Renewal rate for key clients : ≥ 90% retention YoY
3. Internal Process Perspective - Operational excellence, safety, and process reliability
· Number of non-compliances or audit findings : ≤ 2 minor non-conformities per audit
· Number of SOP deviations reported per month : ≤ 2 deviations
· Unbilled services identified and corrected : Zero
4. Learning & Growth Perspective - Building people capability, leadership, and team engagement
· Percentage of team trained on SOPs, Safety, and LMS: 100% annually including third party staff
· Number of team members promoted or developed internally: ≥ 2 per year
· Team engagement score in annual survey: ≥ 85%
· Workforce certification in safety and emergency response: 100%
· Percentage of team members achieving performance goals: ≥ 95%
5. Innovation & Development Perspective - Driving continuous improvement, automation, and new services
· Number of process improvement initiatives implemented: ≥ 3 per year
· Reduction in handling cost or turnaround time (TAT): ≥ 10% YoY
· Implementation of new technology or systems (LMS, e-library, CRM): ≥ 1 major project per year
6. ESG & Corporate Responsibility Perspective - Ensuring sustainability, compliance, and social responsibility
· Minimum four (4) hours of volunteering per financial year – either as a part of the initiatives organized by Transworld or other initiatives.
· Encourage the team to participate and ensure minimum participation in two (2) activities per team member each year.
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