Operations Lead - Bangalore, India - iimjobs

Description

This is a leadership role responsible for overseeing the strategic direction, day-to-day management of the customer service operations, taking ownership of users' issues and following problems through to resolution.

This position involves managing a team of team leaders/managers, optimizing processes, and implementing strategies to achieve organizational goals. The Ops Lead will collaborate with other departments to ensure seamless customer interactions and deliver the best-in-class user experience


Key Responsibilities:

Team Management:

• Lead a team of ~50members including service reps, team leaders, SMEs and manager(s)
• Provide guidance, coaching, and mentorship to foster professional development within the team
• Establish performance metrics and ensure the targets are met/exceeded

Operational Efficiency:

• Implement and optimize processes to ensure efficiency and effectiveness.
• Identify opportunities for automation and technological enhancements to improve overall operations

Quality Assurance:

• Oversee the development and maintenance of quality assurance programs with Process Excellence Lead
• Ensure that the highest standards of service quality are consistently met or exceeded
• Analyse customer interactions to identify areas for improvement

Performance Analysis and Reporting:

• Analyse performance metrics to identify trends and areas for improvement
• Prepare and present performance updates, highlighting key performance indicators and recommendations for improvement