ClearTax - Team Lead/Manager - Operations

Key responsibilities:

Process management : 

- Drive processes adherence among team to ensure timely fulfilment with high quality; Measured through NPS score, fulfilment duration, escalations per order and refunds arising due to service issue.

- Participate in process building and enhancement

- Supply side management

- Ensure supply availability.

- Demand-supply analysis to predict and create supply.

- Service-partner management.

- Contract and price negotiation.

- Work with finance to ensure timely billing and payouts.

- Resource management

- Responsible for maintaining resource bandwidth.

- Ensure optimum utilization of resources.

- Conflict management

- Leave and work-hours of executives

- Continuous training and audits

- Escalation handling

- Intervene to take care of high-level escalations.