Roadzen Technologies - Operations Manager

Job Purpose:

This role is responsible for the management of the alarm centre, Serves clients/customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Position Responsibilities:

1) Operations

- Oversee RSA operations along with other processes to ensure efficiency & quality of service.

- Manage and oversee the performance of all employees within the operations team, ensuring that all staff are trained and inducted properly, managed effectively and developed to ensure career paths within the team.

- Ensures deadlines are met and the budget is managed in line with the plan.

- Continuously review operational processes, identifying and implementing necessary changes and innovation.

- Establish and monitor performance monitoring and reporting systems.

- Communicate regularly with other members of the executive committee, ensuring that they are all fully informed of operational objectives.

- Take charge in high-priority cases.

2) Operational Performance - Key Accounts:

- Understanding and managing client expectations.

- SPOC for Key Account Service Delivery - focusing on First Time Resolution of client service requests.

- Manage the service delivery of the account by providing support and leadership to the operations team that ensures compliance with contractual operating guide and operational efficiency/profitability.

- Oversee Quality Control initiatives and ensure quality standards are met.

- Manage deployment of available manpower taking into consideration call flow, KPI's legal compliance, staff moral and retention, ensuring adequate coverage at all times and predicting future staffing needs relating to increased volume of activity.

- Prepare and deliver internal and external monthly reports including operational statistics, customer satisfaction, complaints, quality and profitability and ensure that all parties are kept up to date regarding key account management activities.

Education & Experience

- Atleast a Bachelors degree from a reputed University

- Proficient in all Microsoft Office applications MS Access and advanced Excel

- Minimum 5 years - experience in assistance industry and/or customer service industry

Competencies

- Strong spoken and written communication skills

- Excellent analytical skills

- Ability to interact with all levels, both internally and externally

- Strong leadership qualities

- Possess good organizational skills in managing the team

- Good motivator with high ability in transferring knowledge and best practices to team members

- Ability to work in a fast paced, complex and dynamic environment

- Proven track record of successful project management

- Proven ability to positively manage change and the effective use of change management processes to influence stakeholders

AXA Attitudes

- Reliable: Demonstrates ethical characteristics in every day work, consistently follows up on all commitments made

- Available: Willing to listen to clients, customer and staff and ensure prompt response to their needs

- Attentive: Clear communicator who can win confidence and manage relationships, proactive approach to all areas of responsibility