State Head

Role:  State Head - Assisted Service (Tamilnadu)

Location:

Chennai (Work From Office)
Travel:  None

Department Overview:
Assisted Services is a premium, personalized matchmaking offering designed for busy professionals and individuals who require dedicated support in their partner search. The service combines technology with human expertise, where trained Relationship Managers guide members through the matchmaking journey — from understanding preferences to facilitating meaningful introductions.

Key highlights of the Assisted Services business:
A team of 600+ highly trained Relationship Managers
Responsible for 1000+ successful matches every year
Over 10,000 marriages facilitated since inception
The only matrimonial service with a physical presence across India, operating from 10 branches
Multi-lingual Relationship Managers supporting members across regions

The department focuses on delivering high-quality matchmaking experiences while ensuring strong business outcomes across member engagement, renewals, and revenue productivity.

Role Overview
The State Head – Assisted Services (Tamil Nadu) is responsible for driving overall business performance, service excellence, and people leadership for the state.

The role manages 10-14 Heads of Member Experience (HMEs), who in turn lead pods of Relationship Managers. The State Head ensures consistent performance across member engagement, service quality, productivity, and revenue metrics while building a high-performing service and sales organization.

This role requires strong operational leadership, business acumen, and people management capability to scale Assisted Services within the state while ensuring an exceptional member experience.

The State Head acts as the key business owner for Assisted Services in the state, ensuring alignment with organizational goals and driving sustainable growth.

Key Responsibilities

Business & Revenue Leadership
Own and drive state-level revenue, renewals, and productivity targets for Assisted Services.
Ensure consistent achievement of value productivity and volume productivity across pods.
Monitor and improve conversion performance, pipeline management, and revenue realization.
Identify opportunities to scale Assisted packages within the state.

Service Excellence & Member Outcomes
Ensure a high-quality, personalized matchmaking experience for members across the state.
Monitor and improve prospect connect, prospect acceptance, and engagement metrics.
Drive strong renewal performance and member satisfaction.
Ensure strict adherence to service processes, SOPs, and quality standards.

Leadership & People Management
Lead and manage 10-14 HMEs, ensuring strong leadership across all RM pods.
Build a high-performance culture focused on accountability, service excellence, and results.
Coach HMEs on team leadership, performance management, and service delivery.
Partner with HR and training teams to strengthen capability development.

Performance Governance & Operations
Monitor state-level dashboards and operational metrics to track pod performance.
Identify gaps and implement performance improvement initiatives.
Conduct regular business reviews with HMEs to drive accountability.
Ensure effective resource allocation, workload balancing, and productivity management.

Cross-Functional Collaboration
Work closely with Product, Marketing, HR, Training, and Operations teams to improve member experience and operational efficiency.
Provide market insights and customer feedback to influence product improvements.
Support initiatives aimed at improving platform adoption, service delivery, and engagement.

Education
Bachelor’s degree required and
MBA preferred

Experience
12–18 years of experience in sales, service, or customer-facing operations
8+ years of people leadership experience, preferably managing managers
Experience managing large teams (75+) and revenue-driven service businesses
Experience in consumer services, matchmaking, hospitality, telecom, BFSI, or relationship management businesses preferred

About

Ltd, a Great Place to Work Certified Wed-Tech company listed on the BSE and NSE, is a leader in matchmaking and wedding services. Its flagship brand, Bharat Matrimony, is the…