Manager - Service Operations - Internet/Online

Service Operations Manager

Responsibilities:

(That are significant in achieving the objectives of the job):

- Manage and maintain TAT/performance for all Key Accounts

- Regular Follow up with Regional Teams for timely movement of claims

- Ensure CRM is updated real time

- Collaborate with the internal teams (Contact Centre/Logistics/IC ops/Service Team) for swift movement of claims

- Ensure Partner NPS is maintained

- Ensure Unresolved% for Key Accounts is kept at minimum

- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

- Ensure the services are delivered to customers in a timely manner

- Analyze data and trends and suggest corrective measures

- Develop trust relationships with major clients to ensure they do not turn to competition

- Work closely with the Escalations team to ensure timely closure of complaints

Experience Required:

(Minimum relevant or equivalent industry experience required

- Please also state what might be desirous / advantageous)

- 6 to 10 years of relevant experience as Key account manager from a Start - up

- Experience in Managing multiple clients and providing solutions based on client requirements

- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

- Excellent organizational skills Ability in problem-solving and negotiation

- Strong knowledge of Microsoft Excel/PPT

- Strong in CRM

Academia :

(The minimum / critical qualifications you deem necessary for this profile.):

- Graduate or Post Graduate from any institution

Personal Attributes:

- Self - Starter and an exceptional Multi tasker

- Exceptionally self-motivated and focused

- Strong problem-solving skills

- Effective Communication skills

- Keen attention to detail