AVP/VP - Operations - Market Research Startup

Our client is an emerging market research startup that has been powering brands with its innovative analytical tools by helping them understand their customer experience and improve it. With operations in over 2000 locations in India, Middle East and far East, the company has over 250 clients in different industries. Some of its biggest clients include Pepsi, ITC, Jabong and Microsoft among the others.

The company, backed by its team of 80000+ auditors, helps clients improve their customer experience with their one of a kind process penetration software. The company has grown by leaps and bounds since its inception that has led to their growing presence in 1600 cities and more in the country.

Our client has a record of delivering results up to the client's expectations and exceeding it as well. The company is looking for individuals who can keep up this record and find a place in the company's vision.

As AVP/VP Operations, you key responsibilities include:

- Establish efficient, cost-effective and scalable processes for operations and support with a focus on 'customer delight'.

- Manage and lead 'continuous system improvements' around technical support and services to achieve the objectives and goals to support the organizational vision

- Ensure process and reporting compliance along with building required intelligence in operations as per regulations

- Mitigate operational risks through reconciliation

- Enable smooth execution of large scale transactions

- Evolve the overall QA process supported by business cases and strategic rationale

- Lead the initiatives around service, CRM and automation.

- Implement directives, enforce standards and operating procedures and build tracking systems, scorecards & Ops controls for service, quality, efficiency, productivity, costs, customer service & other metrics

- Ensure smooth and efficient functioning around client servicing and vendor management

- Develop mechanism for process improvement, continuous feedback, and process productivity

- Provide leadership to customer support team and ensure all buyer/ seller issues are resolved on time

- Ensure targeted service and performance standards are achieved or exceeded

- Establish and manage communication channels within and among departments - being the liaison to provide customer feedback to the management team

- Monitor progress of requests for support and ensure users and other interested parties are kept informed

- Coordinate and manage outside vendors, contract negotiations, licensing, maintenance contracts and service level agreements

- Run a SLA based service for Incident and Problem management.

Essential qualities for the role include:

- At least 1 year of prior experience of running customer service/ logistics/ project management independently with minimal supervision

- Technical expertise in servicing and analyzing existing systems for any technical issues

- Knowledge of operations from e-commerce background

- Knack of engaging with internal and external stakeholders akin to relationship management

- Ability to handle scale of transactions and large ticket size around TAT

- Proven record of executing best CRM internally and externally

- Very strong analytical skills, communication skills and presentation skills

- Ability to take complex information and summarize for a broad audience of executives, professionals, and field representatives

- Proactive, disciplined, individual who can drive results and well versed with service delivery processes

- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and work under pressure

- Ability to recommend system solutions and upgrades in line with user and business requirements and company IT strategy