GoodService - Customer Process & Operations Manager

Team Goodservice is looking for exceptionally talented, bright, and driven people to join our team as a Process Manager. The main job responsibilities will be:

- Lead and manage a team of 20-30 associates; responsible for the overall direction and performance of the teams.

- Managing and controlling response times to customers. Solving complex customer service issues and proactively preventing negative service trends.

- Maintaining and managing turn around time for a particular lead

- Increasing and managing the team productivity and assessing and outlining the KRA for City Managers and Associates

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality.

- Leading and monitoring the audit process

- Formulating and overseeing the successful implementation of hand- over process

- Monitoring and maintaining proper information flow between and within teams

- Study, learn, and diagnose operational processes, identify root causes and improvement opportunities, prescribe improvement strategies and guide the improvement effort.

- Carry out supervisory responsibilities in accordance with our policies and procedures. Additional responsibilities include training and motivating employees; planning, assigning and directing work; and effective conflict resolution.

- Manage the career growth and development of team members and lay a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as a role model.

- Developing and achieving performance goals and objectives in order to achieve customer promise expectations.

- Driving process adherence and ensuring all parameters are met and corrective and preventive actions are taken

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards)

Desired Skills & Qualifications

- MBA educated (from top tier B schools)

- In the region of 2-3 years- experience in Operations with progressively increasing responsibility

- Project Management experience

- Experience of managing teams of atleast 10-20 individuals

- Preferred experience in start up environment or Contact Center Operations (Customer Service, Sales, or Collections)

- Experience leading and motivating a diverse workforce

- Knowledge of fulfillment operations and processes in Inbound, Outbound, Inventory Control, Quality Assurance, and transportation.

- Demonstrated experience and proficiency in effective written and verbal communication

- Self-starter and independent thinker.

- Strong change management and influence skills; ability to negotiate and communicate across all levels of the organization.

- Excellent presentation skills, dynamic approach with the ability to translate theory into practical application.

- Driving Continuous Improvement projects

- Should possess excellent data analysis skills

- Initiate and best practice sharing across the team

Perks & Compensation

- Competitive Salary & ESOP package (based on experience)