Manager - Operations - Customer Service

- 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