Operations Manager - Customer Services

Role: Operations Manager - Customer Services

Job Title: Chief Manager / Assistant Vice President

Work Experience: 10 years +

Education: Graduate / Post Graduate

Department: Customer Services

Work location: Goregaon (East), Mumbai

Directs, administers and controls the day to day operations and activities of process

· Provides leadership, support and guidance to team

· Ensures compliance to guidelines and procedures to provide high quality service and outstanding customer care.

· Participates in the development of area strategic plans, goals, and objectives

· Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.

· Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.

· Ensures a strong and robust communications process between all managers and staff within the area and across the division as needed by leading communications sessions and meetings with managers and ensuring the appropriate dissemination of communications to support staff.

· Ensures all employees receive the appropriate training and education

· Ensures Staffing, planning, and people management

Attends performance reviews with Sr Management.

· Close coordination with Project teams and IT on system enhancement, product launches and process improvements.

· Budget preparation for the process