Operations Manager

Job Description

Experience: Minimum 8 years industry experience with minimum 1 year experience as Manager Operations in International Customer Service Projects managing Ecommerce and Retail clients.

Language proficiency required: English, Hindi, Regional language (preferred only for regional language LOBs)

Position Summary: Lead a team of Team Leads/AMs to ensure meeting process SLAs and assist Process Head to run process smoothly

***Prior Experience in Ecommerce preferred***

Roles and Responsibilities

• Provide meaningful reporting to Senior Management in a timely and effective manner
• Plan and implement different strategies for ensuring profitability of the account
• Handle client interaction and escalations (on calls or in person)
• Conduct regular reviews with AMs and other departments to ensure adherence to process deliverables (SLAs)
• Closely monitoring daily productivity against the defined Service Level standards
• Perform regular audit checks on client defined compliance requirements
• Coach & monitor Team leads/AMs in day to day operations & people handling
• Develop a continuous learning process for the team
• Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards
• Represent the organization and participate in client visits and reviews.

Key Deliverables (KRA Measure)

• Meet targets on different internal and external KPIs
• Ensure that client escalations are NIL
• Review AM performance on a daily/weekly/monthly basis
• Look after employee engagement and ensure that ESAT for the process is good
• Ensure the process operates at/above profitable thresholds

Applicants Specifications & Qualification:

• Excellent verbal and written communication (English) in an international process
• Candidate must be college or vocational school graduates or possess comparable work experience
• Ability to prepare and present PowerPoint Presentations
• Knowledge of operational process, logical thinking, reporting and analysis
• Ability to handle pressure
• Ability to follow instructions and client requirements within TAT and with accuracy
• Open to change, Multi-tasking skills
• Shows flexibility/ownership & works under pressure situation
• Ability to work within challenging environment with tight delivery timelines
• Open to work in rotational and night shifts

Job Detail:

Employer Contact Details: Show Info

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