Operations Management :

1. Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.

2. Daily and weekly operations review and KPI management.

3. Conduct root cause analysis and process standardization

4. Detailed reporting and metrics review. Ad-hoc and contribute to the development of reporting systems

5. Solve complex customer service issues and proactively prevent negative service trends.

6. Escalates issues on a timely manner

7. Stakeholder Management

8. Build strong, trusted relationships with all stakeholders across different levels of the organization: - 9. Develop and maintain strong working relationships with employees at every level in the company

10. Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.

11.Conduct all business with the highest ethical and professional standards, representing the JSW ONE brand at all times.

Program Management :

1. Manage projects and change initiatives incl. new implementations:

2. Deployment of new operations and/or services within the customer case support network.

3. Sharing operational and quality best practice across the Customer Service network.

4. Manage special projects and other responsibilities as assigned.

Basic Qualifications :

1. MBA or Advanced Degree

2. 4-6 years of relevant experience

3. Track record of taking ownership and driving results

4. Technical and analytical aptitude

5. Expert skills in Microsoft Excel, Word, CRM Management

6. Excellent communication skills (written and verbal) in language.

Preferred Qualifications

1. MBA or Advanced Degree

2. Demonstrated project management success

3. Customer Service Operations / BPO experience