Head - Customer Support Operations

Job Overview:

We are seeking a dynamic and experienced Head of Customer Support Operations to lead and manage the operational aspects of our organization- customer support L1 & L2 desks- chats, emails, calls, tickets etc. The ideal candidate will have over 7 years of experience in operations management, with a proven track record of optimizing processes, improving efficiency, and driving strategic initiatives. This role requires a strategic thinker with strong leadership skills, exceptional problem-solving abilities, and a passion for operational excellence.

Key Responsibilities:

- Develop and implement operational strategies, policies, and procedures to achieve organizational goals.

- Define KPIs and monitor them.

- Lead and manage the operations team, providing guidance, mentorship, and support to ensure high performance and professional growth.

- Over see the day-to-day operations, ensuring efficiency, quality, and cost-effectiveness.

- Identify opportunities for process improvements and implement best practices to enhance operational efficiency.

- Monitor and analyze operational performance metrics, making data-driven decisions to improve productivity and efficiency.

- Drive continuous improvement initiatives across all operational areas.

- Manage and allocate resources effectively, including budgeting, forecasting, and capacity planning.

- Collaborate with senior leadership to develop and execute the company's strategic plan.

- Identify and mitigate operational risks, ensuring business continuity and resilience.

- Negotiate contracts and agreements to ensure favorable terms and conditions.

- Ensure compliance with industry regulations, standards, and best practices.

Qualifications:

- Minimum of 7yearsofexperience in operations management, with at least 3 years in a leadership role.

- Proven track record of successfully leading and managing operational teams.

- Strong knowledge of operational best practices, process improvement methodologies, and performance metrics.

- Excellent leadership, communication, and interpersonal skills.

- Tier 1 or Tier 2 colleges Preferred

- Fintech industry experience is preferred

- Strong analytical and problem-solving abilities.