Operations Lead - Internet/Online

This is a leadership role responsible for overseeing the strategic direction, day-to-day management of the customer service operations, taking ownership of users' issues and following problems through to resolution. This position involves managing a team of team leaders/managers, optimizing processes, and implementing strategies to achieve organizational goals. The Ops Lead will collaborate with other departments to ensure seamless customer interactions and deliver the best-in-class user experience

Key Responsibilities:

1. Team Management:

- Lead a team of ~50members including service reps, team leaders, SMEs and manager(s)

- Provide guidance, coaching, and mentorship to foster professional development within the team

- Establish performance metrics and ensure the targets are met/exceeded

2. Operational Efficiency:

- Implement and optimize processes to ensure efficiency and effectiveness.

- Identify opportunities for automation and technological enhancements to improve overall operations

3. Quality Assurance:

- Oversee the development and maintenance of quality assurance programs with Process Excellence Lead

- Ensure that the highest standards of service quality are consistently met or exceeded

- Analyse customer interactions to identify areas for improvement

4. Performance Analysis and Reporting:

- Analyse performance metrics to identify trends and areas for improvement

- Prepare and present performance updates, highlighting key performance indicators and recommendations for improvement