Manager - Operations - Customer Service

EMINENTURE


Date: 3 weeks ago
City: Delhi, Delhi
Contract type: Full time
  • We are seeking an experienced and dynamic Operations Manager to lead and oversee the day-to-day operations of our organization.
  • The ideal candidate should have strong client handling skills, expertise in managing teams of 20-50 people, and the ability to serve as the frontline representative of management.
  • You will be responsible for ensuring that employees perform their duties efficiently and that client relationships are nurtured and maintained at the highest level.

Key Responsibilities

  • Act as the primary point of contact for key clients, ensuring their needs are met with efficiency and professionalism.
  • Handle client escalations, provide timely resolutions, and maintain strong, long-term relationships.
  • Lead, manage, and mentor a team of 20-50 employees, ensuring their roles and responsibilities are well-defined and executed effectively.
  • Provide guidance, monitor performance, and foster a collaborative working environment.
  • Represent the management in frontline operations, ensuring that company policies, goals, and initiatives are clearly communicated to employees and clients.
  • Act as a bridge between employees and senior leadership.
  • Ensure that employees carry out their responsibilities efficiently.
  • Provide daily oversight, set performance benchmarks, and address any operational challenges that arise.
  • Identify opportunities to optimize processes, improve efficiency, and implement best practices across all operational functions.
  • Ensure that KPIs and SLAs are consistently met.
  • Guide team members in developing their skills, provide training when needed, and implement performance improvement plans for underperforming employees.
  • Encourage a continuous learning environment.
  • Prepare regular reports on team performance, client satisfaction, and operational metrics.
  • Present findings to senior management and offer data-driven recommendations for process improvement.
  • Address and resolve conflicts that arise among team members or between employees and clients in a fair and effective manner, ensuring minimal disruption to operations.

Required Skills & Qualifications

  • 6+ years of experience in operations management, with a strong focus on client interaction and team leadership.
  • Proven ability to manage teams ranging from 20 to 50 people, including providing mentorship and driving employee engagement.
  • Exceptional client-handling skills, with the ability to maintain and grow relationships with key stakeholders.
  • Strong leadership and decision-making skills, with the ability to guide team members in meeting performance goals.
  • Excellent communication and interpersonal skills, capable of liaising with management, clients, and team members effectively.
  • Problem-solving mindset with the ability to think critically and proactively address operational challenges.
  • Experience in frontline management, representing the company and its values to both internal teams and external clients.
  • Ability to work in a fast-paced, high-pressure environment with a focus on meeting deadlines and delivering results.

Preferred Skills

  • Experience in process improvement and operational optimization.
  • Proficiency in using operations management software and tools.
  • Strong analytical skills with a data-driven approach to decision-making.
  • Prior experience in employee development and performance management

(ref:iimjobs.com)

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